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Wisconsin

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Time Warner Cable

Additional Locations

Phone: (414) 277-4111 Fax: (414) 908-4886 View Additional Phone Numbers 1320 N Martin Luther King Dr, Milwaukee, WI 53212 http://www.timewarnercable.com/

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Description

This company offers cable television services.

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 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Time Warner Cable include:

  • 561 complaints filed against business

Factors that raised the rating for Time Warner Cable include:

  • Length of time business has been operating.
  • Response to 561 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

561 complaints closed with BBB in last 3 years | 188 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 77
Billing/Collection Issues 224
Delivery Issues 13
Guarantee/Warranty Issues 2
Problems with Product/Service 245
Total Closed Complaints 561

Customer Reviews Summary Read customer reviews

73 Customer Reviews on Time Warner Cable
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 71
Total Customer Reviews 73

Additional Information

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BBB file opened: January 01, 1975 Business started: 01/01/1972 in WI Business started locally: 01/01/1972 Business incorporated: 06/15/2012 in DE
Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Margaret Bailey-Stewart, Government Relations
Contact Information
Principal: Ms. Margaret Bailey-Stewart, Government Relations
Business Category

Cable TV, Internet & Telephone Installation Service Telephone & Television Cable Contractors Television - Cable, CATV & Satellite Internet Publishing and Broadcasting and Web Search Portals (NAICS: 519130)

Alternate Business Names
Time Warner Cable Midwest LLC
Industry Tips
Digital Television (DTV)

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1320 N Martin Luther King Dr

    Milwaukee, WI 53212 (414) 277-4111

  • THIS LOCATION IS NOT BBB ACCREDITED

    133 Mall Dr

    Appleton, WI 54913

  • THIS LOCATION IS NOT BBB ACCREDITED

    144 Geneva Square Shopping Center

    Lake Geneva, WI 53147

  • THIS LOCATION IS NOT BBB ACCREDITED

    1511 S 108th

    West Milwaukee, WI 53214

  • THIS LOCATION IS NOT BBB ACCREDITED

    1825 Witzel Avenue

    Oshkosh, WI 54902

  • THIS LOCATION IS NOT BBB ACCREDITED

    2209 Eastern Ave.

    Plymouth, WI 53073

  • THIS LOCATION IS NOT BBB ACCREDITED

    2500 N Mayfair Rd

    Wauwatosa, WI 53222

  • THIS LOCATION IS NOT BBB ACCREDITED

    2580 W. Mason St.

    Green Bay, WI 54303

  • THIS LOCATION IS NOT BBB ACCREDITED

    326 E Capitol Dr

    Glendale, WI 53212

  • THIS LOCATION IS NOT BBB ACCREDITED

    3900 Hall Avenue

    Marinette, WI 54143

  • THIS LOCATION IS NOT BBB ACCREDITED

    5300 S 76th Street

    Greendale, WI 53129

  • THIS LOCATION IS NOT BBB ACCREDITED

    6035 Durand Ave

    Racine, WI 53406

  • THIS LOCATION IS NOT BBB ACCREDITED

    W61N529 Washington Ave

    Cedarburg, WI 53012

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Additional Phone Numbers

  • (414) 277-4087(Phone)
  • (800) 236-1704(Phone)
  • (800) 627-2288(Phone)
  • (920) 233-2700(Phone)
  • (920) 496-1800(Phone)
  • (920) 496-2040(Phone)
  • (920) 735-6667(Phone)
  • (920) 738-3160(Phone)
  • (920) 749-1400(Phone)
  • (414) 277-8049 (Fax)
  • (920) 831-9170 (Fax)
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Complaint Detail(s)

10/19/2014 Billing/Collection Issues
10/18/2014 Problems with Product/Service
10/12/2014 Billing/Collection Issues
10/10/2014 Problems with Product/Service
10/10/2014 Billing/Collection Issues
10/10/2014 Problems with Product/Service
10/10/2014 Billing/Collection Issues
10/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had Time Warner Internet service since 2-20-14; through an Earthlink promotion. I have called Time Warner Cable numerous times disputing the bill; because they refuse to honor the promotion price that I was given by Earthlink, saying they can't see that promotion in their system. I have also contacted Earthlink and got transferred to various departments at Time Warner Cable and spent 3 hours on the phone today. Earthlink did confirm my promotion price of $ 29.99/mo. with ******* in Time Warner Retention Department, but she transferred us to billing and after 40 min the "Supervisor, *****" from Earthlink hung up. I called him back and was put on hold on 3 way to hold longer for Time Warner's Billing Department. He then came back on the phone and wanted to give me the direct # to Time Warner's Billing Department. I told him "no, that this was Earthlink's promotion and they have the responsibility to fix this situation and I am not calling Time Warner again. He then hung up on me. In addition to being overcharged monthly for my internet service, they have been charging me $ 7.50/mo late fees + $ 5.99/mo for a modem rental which I only started getting billed for in April; and I was never informed about, nor agreed to. On 3-12-14, I spoke with ******** in the billing department at Time Warner and he adjusted my bill and told me that my monthy bill should be $ 36.94/mo including taxes for 6 months. When "*****" connected the call with ******* he told her to change my bill to $ 34.95 + 4.99 WI-FI + 5.99 modem fee monthly for 12 months; which she did, effective today. She also removed a 19.99 installation fee that they charged (which they shouldn't have) when I had my service transferred to my new house in July. They are claiming that I owe $ 143.75, which I don't and are planning to disconnect my service on 10-3-14. In addition I would like to also file this complaint against Earthlink.

Desired Settlement: I would like Time Warner to honor the promotion that I requested of $ 36.94/mo for six months, which was confirmed on 3-12-14 by Time Warner (Claimenta-Billing Dept) and Earthlink on 9-26-14 (***** - Supervisor - Earthlink). I would also like the disconnection procedure for my service stopped; because it is based on 7 months of incorrect bills, which need to be adjusted.

Business Response: Good evening and thank you for the opportunity to respond to this complaint.

After review of the account, Ms. ******** claim on the billing and promotion is accurate and Time Warner Cable apologizes that this was not established properly for Ms. ******, and additionally, that she has made several attempts to resolve this issue to no avail.  The account has been billed monthly for service, a rate of $55.86 after equipment and tax.  This is an overage of $12.68 from what the billing should have been.  In addition, late fees have been assessed to the account as well.  The total over billing equals $124.03.  Per the Time Warner Cable residential subscriber agreement, we typically only reverse any overage for 30 days of billing, however, since Ms. ****** has been actively pursuing this needed correction with our customer service as well we EarthLink, we have adjusted Ms. ******** Time Warner cable account by this amount.  Additionally, the promotion was added the $29.95 rate for 6 months, effective September 29th, 2014.  This promo will remain on the account until April 19th, 2015.

As for the modem lease fee: this was a charge which was not assessed to most EarthLink and Time Warner Cable subscribers at the time Ms. ****** established her account with us.  Time Warner Cable sent out notifications via billing statements in February, notifying our customers of an upcoming change to billing on the account.  We have attached this billing statement for review.

With the EarthLink $29.95 promotion added, plus equipment (Modem Lease Fee as well as the fee for Wireless) and tax, Ms. ******** total monthly billing is $43.18.
 

We do most sincerely apologize for the frustrations Ms. ****** has endured over the last several months and are happy to report the concerns resolved.

Thank you for your time.

Sincerely,
Time Warner Cable
 

Consumer Response:

 

Better Business Bureau:


I made a payment to Time Warner of $ 56.28 on 10-2-14; which is what I feel I legitimately owed for August-September service.  When I spoke with *****

from Time Warner after making the payment and her making the adjustment, she told me I had a credit on my account of -27.84.

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

Regards,

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: September 6, 2014 I contacted Time Warner Cable via chat feature available from my account. I spoke with ****** who eagerly wanted to assist me. I asked for a movie package to see if any promos were available to me (I am a loyal customer to Time Warner Cable). During our interaction he offered to re-bundle the services and lower my monthly cost. Please see the below chat details that I saved upon completion of the chat: You: alright, please help out as much as you can. i would like that ******: And it also comes with a Digital Home Phone that have unlimited nationwide phone service where in you can call anyone, anywhere and anytime within the US, Canada, Puerto Rico and Mexico. You: oh, i do not need the phone service ******: I understand. You can take it off after two week of from now if you don't want the home phone service. It will just be necessary for you to get the the promo. You are not under any contract anyway, so removing it will not compromise any of your current services. ******: If you get this, your month rate will go down to 98.23/month after tax. ******: It's like getting more value to your hard worked money, and savings too. You: what would happen after 2 weeks? ******: You will be under the promo I mentioned. You: for how long ******: For 12 months. You: even if i remove the phone service in 2 weeks? ******: Yes. Exaclty. ******: What do you say? ******: Isn't it a good deal? You: so, i am not going to install the phone but i can utlize the bundle - i do not need to have a phone number established. is it possible ******: Correct. And also, 2 weeks is enough time for you to decide if you really don't need the Home Phone service since we are providing reliable calling features that you mobile phone may not be able to provide at some times.

Desired Settlement: When I called and cancelled the phone service in 2 weeks none of the representatives saw any notes or could provide me with the promised cost. I think the company should honor 98.23/month after tax as it was clearly indicated by ******. I would not have gone through useless efforts to set up the phone and cancel.

Business Response:

Upon receiving this complaint, we have tried to contact Mr. *********. Unfortunately, he was unreachable at the telephone number we have on file. We have sent a letter to him verifying all changes that were made. We have retrieved the online chat transcript this complaint originated from and have confirmed the quoted price that was given to the customer. That price was $98.23 per month before taxes and that would take effect on September 06th, 2014. We have re-bundled the account and backdated to the appropriate date with a monthly charge of $93.22 before tax. This promotional pricing will expire in one year. Time Warner Cable considers this matter closed.

Consumer Response:

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

Better Business Bureau:

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

I have contacted TWC today to confirm my payment amount but their records were not updated yet. Hope this will be resolved soon.

Regards,

 

**** *********  

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/6/2014 Problems with Product/Service
10/5/2014 Billing/Collection Issues
10/3/2014 Billing/Collection Issues
10/2/2014 Delivery Issues
9/27/2014 Billing/Collection Issues
9/27/2014 Billing/Collection Issues
9/27/2014 Billing/Collection Issues
9/22/2014 Billing/Collection Issues
9/21/2014 Problems with Product/Service
9/17/2014 Problems with Product/Service
9/16/2014 Advertising/Sales Issues
9/16/2014 Problems with Product/Service
9/12/2014 Problems with Product/Service
9/8/2014 Problems with Product/Service
9/8/2014 Problems with Product/Service
8/30/2014 Billing/Collection Issues
8/29/2014 Billing/Collection Issues
8/25/2014 Advertising/Sales Issues
8/24/2014 Problems with Product/Service
8/22/2014 Advertising/Sales Issues
8/19/2014 Problems with Product/Service
8/17/2014 Billing/Collection Issues
8/8/2014 Billing/Collection Issues
8/6/2014 Billing/Collection Issues
8/5/2014 Problems with Product/Service
8/5/2014 Billing/Collection Issues
8/3/2014 Problems with Product/Service
8/1/2014 Billing/Collection Issues
7/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We are a small business with a PRI line and internet connection. Formerly, *** ************** provided PRI and Internet service on a single account. The PRI phone requires wide band services; our Internet does note. Time Warner solicited us to change providers and stated they would deliver comparable service at the same price with fewer outages, after Time Warner failed to complete the order properly and to install the phone and internet on the same day. They installed Internet, but kept sending unqualified personell who did not know what a PRI line was to install the phones. The result was that my company had to by BOTH *** ************** and Time Warner at twice the cost until Time Warner could get phone lines in. Individuals claiming to be Time Warner "partners kept trying to process the phone order incorrectly. When Time Warner finally did get our phones in, they did three illegal things: 1. For some reason TWC T set up two separate r accounts without authorization and put in two wide band phone lines, instead of one and OVER billed use $362.00 a month. We have spoken with TWC tech support who confirmed that A wide band line is only needed for phones, and Time Warner's technical support has confirmed the second wide band line is not needed and we are being overfilled more than $360 a month. They keep stating they will support us in clearing this up with management, but TWC does not have management that responds to this requests despite 14 attempts to contact the company by our staff. When we complain about the technical inapropriateness of two wide band lines for three employees, TWC threatens to simply disconnect both lines and destroy our business. We want technically appropriate service, correctly billed. 2. TWC improperly extended our contract by six months. They stated they voided and reisused our contract 11 time and we consented. We want the correct dates implmented, and did not agree to an extension. 3. TWC told us we could rely on their technical expertise. However, we have two statements from their tech people stating that our business does not need two wide band lines, and it was improper to extend our contract. We simply want the one wide band line with phone and internet and to be billed the correct amount of $640, with a credit for the duplicative and unauthorized service, and we want our contract to reference the correct dates. Additionally, our contract should not have been for 36 months; we requested a one year contract but our sales rep *** ******* falsely told us TWC only offered 3 year contracts. We will have no incentive to change service if the wide band line and service is correctly set up, and we recieve a correct credit and contract. We would anticipate renewals.

Desired Settlement: WE would like to use the BBB mediation services 1. We simply want the correct and technically appropriate configuration of a one wide band line with phone and internet and to be billed the correct amount of $640, with a credit for the duplicate and unauthorized service. We relied on the recommendations of TWC sales and technical staff and this should not have happened. 2. WE want our contract to reference the correct dates, after the 11 confusing modifications supposedly implemented by Time Warner. We had no control over this; we needed service at that point. We re told our contract is for 36 months and was illegally extended to 42 months without our consent . This is not appropriate; we initally requested a one year contract but our sales rep *** ******* falsely told us TWC only offered 3 year contracts. We will have no incentive to change service if the wide band line and service is correctly set up, and we receive a correct credit and contract reflecting the service comparable to our prior vendor, as requested. I do not believe 11 voided contracts is the norm., We would like a clean correct contract, and to have the confusing modifications signed under pressure of having business services disconnected voided. Our sales representative does not respond to our calls and I am requesting management look at our entire situation. We would anticipate renewals with TWC once our contract is straightened out.

Business Response:

We are a small business with a PRI line and internet connection. Formerly, *** ************** provided PRI and Internet service on a single account. The PRI phone requires wide band services; our Internet does note.

Time Warner Cable Business Class (TWCBC) billing systems require a separate account for PRI telephone service.  The Internet service was installed on a separate account.  Both accounts bill-to one invoice.  TWCBC has provided one PRI telephone service and one Internet service only.

Time Warner solicited us to change providers and stated they would deliver comparable service at the same price with fewer outages, after Time Warner failed to complete the order properly and to install the phone and internet on the same day.  

TWCBC does not guarantee installation dates, they are completed on a 'best effort' basis per the Terms and Conditions addendum of the Master Agreement listed on each signed contract.

They installed Internet, but kept sending unqualified personell who did not know what a PRI line was to install the phones. The result was that my company had to by BOTH *** ************** and Time Warner at twice the cost until Time Warner could get phone lines in.

TWCBC cannot bill our customers for telephone lines not yet ported from the previous carrier, the claim of double billing is false. 

Individuals claiming to be Time Warner "partners kept trying to process the phone order incorrectly. When Time Warner finally did get our phones in, they did three illegal things: 1. For some reason TWC T set up two separate r accounts without authorization and put in two wide band phone lines, instead of one and OVER billed use $362.00 a month.

TWCBC has provided one PRI telephone service and one Internet service only.  Complainant signed a contract for these specified services at a specified monthly rate.

We have spoken with TWC tech support who confirmed that A wide band line is only needed for phones, and Time Warner's technical support has confirmed the second wide band line is not needed and we are being overfilled more than $360 a month. 

This claim is false, Complainant signed a contract for these specified services at a specified monthly rate.

They keep stating they will support us in clearing this up with management, but TWC does not have management that responds to this requests despite 14 attempts to contact the company by our staff. When we complain about the technical inapropriateness of two wide band lines for three employees, TWC threatens to simply disconnect both lines and destroy our business.

This claim is false, services are disconnected for nonpayment only. This customer has been contacted by TWCBC's Customer Advocate Team numerous times and had this situation explained in detail.

We want technically appropriate service, correctly billed.

TWCBC has provided the agreed-upon services at the contracted price.

 2. TWC improperly extended our contract by six months. They stated they voided and reisused our contract 11 time and we consented. We want the correct dates implmented, and did not agree to an extension.

Complainant has agreed to and signed three contract renewals to upgrade the services.  Service discount pricing is dependant on contract term.

3. TWC told us we could rely on their technical expertise. However, we have two statements from their tech people stating that our business does not need two wide band lines, and it was improper to extend our contract.

This claim is factually false and the complainant has not produced any record to the contrary despite multiple requests.

We simply want the one wide band line with phone and internet and to be billed the correct amount of $640, with a credit for the duplicative and unauthorized service, and we want our contract to reference the correct dates.

TWCBC has provided one PRI telephone service and one Internet service only. Complainant signed a contract for these specified services at a specified monthly rate.

Additionally, our contract should not have been for 36 months; we requested a one year contract but our sales rep *** ******* falsely told us TWC only offered 3 year contracts.

This claim is factually false and the complainant has not produced any record to the contrary despite multiple requests.

We will have no incentive to change service if the wide band line and service is correctly set up, and we recieve a correct credit and contract. We would anticipate renewals.v

TWCBC has provided the contracted services correctly and made additional offers to downgrade the services to reduce the monthly charges while avoiding any Early Termination Fee.  Complainant has not responded to those offers.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: About halfway through a year's period of using Time Warner Cable's internet service I purchased my own router and was told on the phone by a TWC representative I could return the one I was renting from them to the TWC center closest to me (****** ****** **** *** ********* **). Within a week , I returned the router and was told the monthly renting cost of around $5 would no longer show on my bill. It was true that the monthly charge no longer showed on my bill, but when I canceled my service because of moving TWC claimed that I had their router to return still. I argued saying that I returned the router to their store many months prior. The representative on the phone said that center was now closed (which wasn't true) and they had no evidence of me returning the router. The representative then filed the bill as "disputed" and I would be contacted within a week about it. A week went by and I did not hear from them so I called customer service with the same issue. The bill was shortly after sent to bill collections. I called TWC customer service again and the representative apologized and said I should pay the bill and I will be reimbursed. I payed the bill but never received any money back from TWC. I am tired of dealing with this company, every representative I talk to says something different and non of them do anything they say they will.

Desired Settlement: $60 check

Business Response:

Thank you for the opportunity to respond to this complaint.

The address at which the modem in question was listed is **** * **** **. 

That account was open from 10/6/11 through 7/7/13. 

No customers were charged the modem lease fee until November of 2012. 

Ms. ****** was charged the modem lease from November of 2012 until the time that she disconnected the service, on  7/7/13.  

We do show that she returned a router to us on 12/17/12.  The modem however has never been returned to us and to this day remains outstanding on the account.

In order for a customer to use their own modem the equipment would have to be changed in our billing system or the customer owned modem would not work.   At no time was a customer owned modem added to Ms. ******'s account.    We do show that she purchased her own router (not modem) and have record of her returning our router to us as referenced above.  A modem and a router are 2 separate pieces of equipment.

Until and unless we either get the modem back or Ms. ****** is able to produce a receipt for it's return the debt is valid and her payment for the modem will not be refunded.

Thank you.

Time Warner Cable

 

Business Response:

We have never billed Ms. ****** for the router, as that was returned to us in 2012.

Ms ****** has paid for the modem, and the account on * **** ** has a zero balance. 

Ms. ****** has been disputing this modem, insisting that she had returned it, but has failed to ever provide a receipt for it's return.

We will not be refunding the money that she paid for the modem ($65) until such time as she does provide that receipt.

The collection agency was notified that the account was paid in full, although the credit bureau can retain negative information on a consumer's credit report for up to 7 years, and in some cases longer.

Thank you.

Time Warner Cable

 

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently moved from the Wisconsin area to ******** and cancelled my service with Time Warner Cable. I notified them of this prior to the final bill going out and was told they could not pro-rate the final bill but to pay the last bill and they would send a refund check for the remainder of unused service. I brought the equipment to the store on June 25 and was told I would be getting a refund check for $52.41. It has been nearly one month now since I cancelled the service and they have not processed and sent the check. I did get a "bill" in the mail saying they owed the $52.41 and "do not pay" though still they have not sent the owed money.

Desired Settlement: Refund of the above stated $52.41.

Business Response:

Mr. ********,

   On behalf of Time Warner Cable, I apologize for any inconvenience you've encountered during this matter. Our process is to process and send refunds out following disconnections of service. During this process it should have been communicated to you that you shall receive the refund in 4-6 weeks following the disconnection of service is completed.

   I have verified that the refund has been processed as on 7/15/2014, and should arrive to your ******** address, which is listed as the bill to address, by months end.

Thank you,

Time Warner Cable

 

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

Complaint: The company is overcharging for the service provided. I talked to three representatives, two by phone and one in person, all who failed in giving the right information. First person named ***** called by phone at 07/02/14 call finished at 8:05 pm. Second person Angel called 07/02/14 8:20 pm. Third person Jose Rios his number is (###-###-####x#*) talked to in person 07/03/14 around 6:00 pm at south ridge mall store **** * **** ** ********** ** ***** we talked to him for half an hour, he never had the right answer and took contact information to call back, he hasn't called yet.

Business Response:

July 10, 2014

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

                               

                                RE:          Customer:  ********* *******

                                                Case ID:  ********

Dear Mr. Colmerauer:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ********* *******’s complaint.

Time Warner Cable has reviewed Mr. *******’s account and have spoken with him and found that he is disputing International Call charges that were on his billing statement in April 2014. We have found that while he did subscribe to our International One Price (IOP) that gives our customers 1000 minutes of international calling to landlines in many countries. We have found that Mr. ******* was charged for minute overages or calls made to a mobile phone. As a courtesy we have issued a credit for $66.92 for the charges for his international call charges that he incurred since January 2014. Please note that per our Residential Subscriber Agreement (http://help.twcable.com/twc_sub_agreement.html#section1) it states the following: Billing Errors. You must bring any billing errors to our attention within 30 days of the day you receive the bill or you will waive any right to (in other words, you will not be eligible to receive) a refund or credit.

Additionally, we recently have included Mexico into our Unlimited Nationwide Home Phone Service and since Mr. ******* does indeed subscribe to this service he is no longer in need of the IOP plan and it was removed on 7/3/14 and can expect to have no international charges on his account for calls made to Mexico.

We also explained his billing to him as he was also questioning the past due status on his account. We did advise him that we have not received payment from Mr. ******* for his statement for the dates 6/4 -7/3 or for his current billing period for the dates 7/4-8/3. We advised him that we did apply the aforementioned credit and offered to accept payment for his past due amount but he refused to do so.

Mr. ******* did request his call detail record on 7/5/14 to verify the international calls that were made and we did mail his call record to him on 7/8/14. Mr. ******* can expect to receive his detailed call records within 7-10 business days from 7/8/14.

Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Sincerely,

Time Warner Cable

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Called TWC on 7/16/14 at 10:53 am Central time to remove movie channel promotion that expired. Talked with ******* who offered me a $5.00 per month package of Showtime and The Movie Channel. Well Showtime works but The Movie Channel does not. Called and talked to representative at TWC and she stated there was no such package and the Showtime & The Movie Channel package would be $25/month not $5.00/month. Told the representative the exact date, time and person who offered the package and asked her to review the recording (they state they record all the calls) but she could do nothing. She did offer to transfer me to a supervisor. Had similar issue 4 months ago with a bait and switch which took 7 calls to TWC talking to 7 different people who could do nothing, transfers to supervisors and promises to call me back. Only thing that fixed the problem was the complaint system through the BBB.

Desired Settlement: I would like TWC to review the recording of the offer by ******* to vailidate that I was offered the Showtime & The Movie Channel package at $5.00 per month. I then would like to receive the package that was offerred to me a the price promised to me.

Business Response:

Unfortunately we were not able to pull the call.  However, at this time we do not have a promotion for both Showtime and The Movie Channel for $5.00.  You were receiving Showtime for $4.99 putting your monthly service at $157.20 plus tax.  We added different promotions to the Showtime channel and also to the cable box and DVR service making them free.  The Movie Channel was added for $12.99.  After all these changes the total monthly service is actually $2.00 less at $155.20 plus tax.  We apologize for any inconvenience this has caused. 

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  This has been the second time I have recieved a verbal offer from TWC only to find out later that there was no such deal, TWC did not know how I recieved such offer and what I received would cost me more money.  In both cases there was no recording to be found to verify what was offered.

Seems that TWC will not do anything unless your organization gets involved with is disappointing.  Thank you for providing to support to make TWC honor thier offers when otherwise I would be ignored.   

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my Time Warner Cable subscription on May 24, 2014. (internet and cable) I cancelled in person at the Oshkosh location. I returned all of the equipment as well. I received a paper bill for a prorated amount that was due which I intended to pay. However, before the bill was due the FULL amount was automatically deducted out of my checking account on June 8th, 2014. I contacted Time Warner Cable on June 9th to inquire about the reason and also requested a refund. I was told that it would take 2-3 business days for the refund to be put back in my account. I called 3 days later when the refund had not been granted - at that time I was told I needed proof from my bank that the amount had been debited and that it would take 3-5 more business days. At this point I went in to the Oshkosh office and was told it would take 5-9 business days and that I would not need proof. Over the next two weeks I spend countless hours on the phone with different representatives and supervisors who all told me a different story. On two separate occasions I was told that the money would be deposited into my account by the end of the next day. It is now July 8th, 2014 and I have yet to receive a refund.

Desired Settlement: I simply want my money back that is owed to me. The amount of time I have wasted is ridiculous and I have never gotten the same answer twice. I feel like my hands are tied and I don't know what else to do.

Business Response:

July 9, 2014

******* **********
**** ***** ******** **********
*****************************
Better Business Bureau

RE: Customer:  ***** ********   

   Case ID:  #********

 

 

Dear Mr. **********:

 

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ********’s complaint.

 

Ms. ********’s refund in the amount of $119.85 was processed on July 8th 2014 and is scheduled to be mailed out on July 16th 2014.   

 

Time Warner Cable apologizes to Ms. ********’s for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

 

 

Sincerely,

Time Warner Cable

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had internet service provided by Time Warner Cable at my address of **** ** ******** ***** *** **** ********** ** *****. My account number for this service was *********. I cancelled my service on June 11, 2014 and returned my equipment to the Time Warner Cable store located in **** ******* **. On June 12, 2014, TWC issued a statement showing a credit due to me of $21.67, due to me not having a full final month of service. This account summary included a statement which included the language: "We regret losing you as a valued Time Warner Cable customer. The amount due may include charges for unreturned equipment. Please submit payment promptly and return all equipment to avoid any collections activity. To restore service and learn more about our advanced products, please call ###-###-#### or visit www.twc.com." This shows that TWC clearly knew that I had cancelled my service. However, on July 7, 2014 TWC debited my checking account for the amount of $59.12 even though I was no longer a customer and had cancelled my service a month prior. When I called TWC to inquire, the representative that I spoke with was unable to articulate a reason for this, and in fact did not even try, only to continue to direct my attention to the June 12, 2014 billing statement. I requested to speak with a supervisor, and that request was denied.

Desired Settlement: I want a full refund of the $21.67 credit showing on the June 12, 2014 statement and the $59.67 debited from my account after I cancelled my services and the authorization for this charge was no longer valid. I also want an apology, an explanation for why this occurred, and assurances that this will not happen in the future.

Business Response:

July 18, 2014

Complaint Department

Better Business Bureau

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

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

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

Complaint # ********

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter.

Review of Mr. *******'s former account confirms that he was set up with recurring payments. The billing system will preauthorized the amount of the invoice on the day it generates but will not process the payment until the due date. In Mr. *******'s case he already had a preauthorized amount pending before setting up the order of disconnect. Once the disconnect was set up the customer service rep would have needed to manually cancel the pending preauthorized payment in order for it not to process on the due date. Unfortunately this was overlooked by the rep and for that we do apologize.

After speaking with Mr. ******* and explaining the above I was also able to confirm that we have already processed a refund for the amount of $80.79. We are currently working on verifying what date the refund checked will be issued so that Mr. ******* will be aware of when to expect it in the mail. A follow up call with this information will be provided.

We regret any inconvenience this may have caused Mr. *******. Thank you for the opportunity to respond to this inquiry.

Sincerely,

***** *****

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

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

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Had the information that I received from Time Warner today been given to me during my initial call with them, this complaint would have been entirely avoided, as this explanation was more than sufficient to address my concerns.

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cannot access Time Warner Website to delete my mailbox and some of my e-mails got rejected. I cannot access my e-mail from anywhere but home. I talked to them for numerous times for countless hours and they cannot fix it. I keep going thru all of their steps, and again, they cannot fix it & tell me they will have a manager call me withen 24-72 hrs and they called back 10-15 day later and still couldn't fix the problem. This has been going on for about a month.

Desired Settlement: I want the problem fixed WITHOUT me having to go thru all of their useless steps and I do not need/want to sit on the phone anymore while they try and fix something these tech service people cannot fix. I want it fixed and I want to be compensated for what I paid for the internet service while it is/was not working.

Business Response: Thank you for contacting Time Warner Cable, we apologize for the inconvenience.  Today, 7/17/14, at 2:18pm we spoke with Mr. ********* regarding his complaint and he mentioned his email accounts has been fixed since the day after he filed this complaint.  There were no other issues from Mr. ********* and we ended the call.  Time Warner Cable considers this complaint closed.

Business Response: Thank you for contacting Time Warner Cable, in response to the rejection of Mr. *********'s complaint.  Mr. ********* was able to use the internet service but had issues pertaining to his email account and the Time Warner Website.  Time Warner Cable provides  email accounts that are assigned automatically, at no extra cost, to each new Time Warner Cable Internet subscriber at the time the service is activated.  Today we have provided a $10.00 courtesy adjustment for issues with resetting Mr. *********'s password preventing access to our website that require the userid and password in order to log on.  Time Warner Cable considers this issue closed.

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In June of 2014 we switched from using Time Warner's Road Runner for our internet to AT&T's Uverse. On 6-16-14, I called Time Warner to cancel the Road Runner internet service. I talked to a "*****", and she told me that since I was enrolled in auto pay, they would still withdraw the full amount on the due date and then I would be receiving a refund of $43.08; since I was right in the middle of my service period of June 4th - July 3. They did withdraw the normal monthly amount of $71.80 on the 24th. The next week I received a statement saying I would be getting a credit of $14.36. On 7-9-14 I called Time Warner back, I talked to "*****" this time; to ask why I was only going to get back $14.36. She told me their computer system had just gone down and she couldn't look at my account. She took my number, and she assured me I would be called back when the system was back up. They never called me back. On 7-15-14 I again called Time Warner and got "*****" again. She told me she wasn't the one I talked to the first time, but it sure sounded like the same person. She told me that yes I had called to cancel the service on the 16th, but it actually wasn't disconnected until the 28th of June, so I was only getting $14.36 back. I told her it wasn't my fault that it took them that long to disconnect it, and she said she knew that, but that was their procedure.

Desired Settlement: I feel I should be getting back a pro-rated amount equal to the half month of service I used from them. When I called to cancel ***** never said anything about it taking almost 2 weeks for them to disconnect it when she told me I would be getting a $43.08 refund.

Business Response: We apologize for this inconvience. We have reviewed the account and do show that the disconnection was not completed as of the date requested. We have applied an additional credit of $30.33 to the account. The amount to be refunded will be $44.69. Please let us know if there is anything further we can assist you with. Thank you.

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In January of 2014 I called to try and lower my bill amount and they accommodated me by offering me a 6 month "promotional" rate. I called back on May 23rd to either get my current promo rate extended or to receive a new rate at a similar price. The customer service rep on the phone offered me a new rate at a similar price and told me it would last me until the end of the year. I asked her again if it would last for another year and she assured me that it would. On Monday June 30th I received a letter in the mail from TWC stating that my rate would be increasing nearly 100% from my current rate, but with a special promotion I would only be paying 50% more than my current bill. I called their customer service again and informed them that I was told my current rate would last until 2015. After numerous explanations to the rep, who seemed unable to understand what I was telling her and continued to repeat the same things that were in the letter I received, she informed me that there was no record on the call report from May 23rd of a rate change so they could not honor that, even though my Bill shows a different rate in June than in May. I complained via social media and informed another employee of the problem. They called me the night of June 30th informing me of what was written in the letter I received which was obviously not a solution to the problem. I contacted them again via social media to point out the change in my bill from May to June following my call and that my issue had not been solved and I have yet to hear anything back from them after 4 days.

Desired Settlement: I want to pay the monthly rate that was offered to me on the phone on May 23rd. Not the new rate that they forced on my in the letter on June 30th.

Business Response:

A 6 month promotion for an additional $7.00 discount was added to your account on 1/6/14.  The rate of $34.99 for the internet service expired in June increasing the price of your internet service by $5.00 to $39.99 starting in July.  We have given you a $29.99 promotion for 12 months.  After that time we can no guarantee what the rate will be.  There is a $5.99 monthly fee for the modem lease.  You may purchase your own modem from a list of approved modems by visiting www.timewarnercable.com.  The current monthly rate including taxes is $37.99. 

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Time Warner put an anchor in the back of my house to hold the cable from the telephone pole. The anchor was not placed in a stud and pulled out along with a piece of siding. I've had a open case with them for almost a year and nothing has been repaired. I've called numerous times and nothing has been resolved.

Desired Settlement: I'd like to have my siding fixed and matched to the color of my current siding.

Business Response:

Good afternoon, and thank you for the opportunity to respond to this complaint.  The concerns filed by Mr. ********** were brought to the attention of our field operations supervisory staff when he  called in to report the damages on July 2, 2013.  A tech operations supervisor attempted contact with Mr. ********** at that time to no avail.  Another damage complaint escalation was sent to our field team in December 2013 when Mr. ********** called to report that the repairs still had not been taken care of.  Unfortunately, this yielded the same outcome. 

This was escalated back to our field team upon receipt of this BBB complaint.  A technical operations supervisor was able to reach Mr. ********** this morning.  After a very brief conversation, Mr. ********** stated that he was waiting for a phone call and would have to call back to the tech supervisor.  This was at 11:05am this morning and there has yet to be a return call to the tech supervisor.  Mr. ********** has been given the direct contact information for this supervisor and will need to work with him to resolve the damage complaint. 

Thank you.
Time Warner Cable

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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


 

 I opened a complaint, number ******** against Time Warner. The complaint details that Time Warner provided are inaccurate. They state that they tried to contact me numerous times. Time Warner kept trying to call my old number (I haven't had that number in 3 years). Every time I called in, I had to provide them with my new number, however it was never documented properly in their CMS system. The complaint has since been resolved, Time Warner had a general contractor come out and replace the siding. I'd like the official comments updated to indicate why Time Warner couldn't contact me, as this was purely an issue with their call center folks and/or system.

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/7/2014 Billing/Collection Issues | Complaint Details Unavailable
7/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Time Warner Cable has an outdated system that they have not replaced. There is nothing wrong with the modem or the cables in our apartment complex. We have had a technician out multiple times that have told us that the system needs to be updated. With that being said we are paying for the top speed and not getting what we pay for. The help system just sends us on loops just to come up with the same thing.

Desired Settlement: I would like our internet to work and would like to be reimbursed for the time that we have not been able to use the internet for what we need it for which is live-streaming.

Business Response:

After reviewing this complaint, we have reached out to our Field Service Technical Operations team in regards to the information provided.   There have been three tickets opened for utilization issues, (******** ******** *** *******).  The tickets have all been closed out because since the area was groomed, there have not been any utilization issues existing on the customer’s modem.  A Technical Operations supervisor will be following up with Mrs. ****** in regards to this matter, as there is a high usage for upload that may have a factor in the speeds.  Also, the number of devices in the home may also play a factor.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Getting calls from time warner cable, caller ID ###-###-####. Asking personal question about my viewing habits and internet usage. Trying to pressure my into purchasing a programming package. They are very demanding and rude. I specifically requested when I signed up for their service in May of 2013 that I didn't want to be contacted for sales or advertising purposes. I have asked time warner several times over the past year to stop these types of solicitations. They just ignore me and keep calling. They have called 8 times since 5/21/2014. One of the recent days I asked them to stop calling was 5/27/14. I called again on 5/28/14 just to verify I was off the list. A month later they're still bothering me. Latest sales call was today 6/28/2014

Desired Settlement: I want these sales calls from time warner to stop. I also want a letter from them stating that they have removed me from their sales list and will no longer contact me for sales or advertising purposes.

Business Response:

July 1, 2014

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

BBB of Wisconsin

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

                               

                                RE:          Customer:  ******* *****

                                                Case ID:  ********

Dear Mr. **********:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ******* *****’ complaint.

Time Warner Cable has reviewed Mr. *****’ account and we have placed Mr. ***** on our “Do Not Call” List. Please allow up to 30 days from the date of this letter for Mr. *****’ information to be completely purged from our sales system. Please note that this only will pertain to telemarketing calls made to Mr. *****’ contact information and will not apply to any collection efforts if Mr. *****’ account becomes delinquent.

Time Warner Cable apologizes to Mr. ***** for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Sincerely,

Time Warner Cable

Consumer Response:

Better Business Bureau:

I'm disappointed with the response since It has already been 30 days since I was told I was "placed" on the "do not call list".  I will however accept time warners response, while reserving the right to file  complaints in the future  if the calls do not stop.

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: .After making various requests to cancel service, the associate several time placed my on extended holds, only to come back and state that they were going to offer a new and lower rate for my current service. Associate would not simply comply with my request to cancel service. In total it was a 25 minute conversation to complete a VERY simple task.

Desired Settlement: wasted nearly a half hour of my time for something that only took her 2 minutes to complete. A credit to my last months bill would be great.

Business Response:

After reviewing this complaint, Mr. ***** was contacted on 6/15.  Although our representatives are trained to retain our customers, we have apologized that this made it difficult for Mr. ***** to complete this disconnection request.  The disconnection order was entered on the account but scheduled to complete for a different day, however we have this corrected and the account’s billing has been stopped.  This prompted pro-rated amounts, leaving a credit of $67.11 on the account as of today.  Mr. ***** stated he would return the equipment to a local lobby and he understands that it is possible he may receive a final bill that reflects a higher amount until the equipment is taken off of the account.  He understands that a refund check of $67.11 will be processed and should be received in 4-6 weeks.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Billing/Collection Issues | Complaint Details Unavailable
6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our internet went out one year ago. The company stated they would repair the issue and installed a cable that now lays across three home residence yards. They stated they would come out to bury it after winter. Multiple service and engineering employees have arrived at the properties since then and have all looked at the cable, informed us that it is an aerial cable that cannot be buried, and left. Additionally, when speaking and making arrangements with customer service, there have been a number of times when service is scheduled and no one shows up and a reason is not given as to why. This has happened on more than three occasions per affected resident and we do not find an aerial cable laying across our yard acceptable.

Desired Settlement: Remove the aerial cable and provide a wireless connection. We cannot trust, based on past experience, that trenching to bury ground lines would be completed adequately and accurately.

Business Response:

Mrs. *******-

I'm terrible sorry for the experience you've had with this unburied mainline. I understand that multiple things have been miscommunicated to you, and I have begun the coaching process on that. Rest Assured that our Construction Team, the correct team, has been made aware of the situation. I've been in contact with Construction leadership, and the line bury process has begun. In the coming days you will see a representative locating and marking all other underground utilities. following that process, our team will be engaged in burying the line. Keep in mind, that while this situation has been extremely lengthy, is still is extremely weather dependant. With that being said, we will do everything we can to make sure the line is buried to your satisfaction, as soon as possible.

Time Warner Cable

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/25/2014 Problems with Product/Service | Complaint Details Unavailable
6/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I phoned 1 *** *** **** ********** with an issue of the service of cable not working properly. I cited the issue and they did a reboot which did not work sent out a tech who arrived cited he never heard of the issue i explained and made several phone calls but cited he had no clue it must be internal and it was noted and would be fixed. I said okay today any show that i now attempt to record will not show up on all television cable boxes and the search button still does not work when it is activated it does not allow me to make any changes. I called into the office at 7:27PM asking to speak to a supervisor only because I have THE SIGNATURE SERVICE WHICH GIVES ME SPECIAL SERVICE. I spoke with a ****** who i stated I meant no harm nor disrespect but I would like to speak to a supervisor I would not like to repeat this twice I am a very disgruntle customer who is paying monthly 030.00 to 389.00 monthly at least two weeks before my due date and I would like not to speak with you but a supervisor. I asked not once yet six times and was refused citing that someone would phone me back.. He never cited once that there was not one within the office. Just kept insisting that he could help me. Their equipment and/or system in my home is not working properly and I asked for this to be fixed. There is nothing in the system about the issue at hand and no one seems to care that I am having this issue by sending an incompetent person to my home and then speaking to another worker who would not listen to my request and insist that he could help by once again sending out someone who had not idea what is actually going on merely because no one notes the account when I call in complaining. I only call when there is an issue and I am not happy that once again this it what the third time I have had to come to you BBB to get someone to listen to me and actually complete an serious ernous error by lack of 1 communication, 2 lack of documentation, 3 lack of proper tech support assistance on a service call 4 for the computer speed to truly be as fast as I am paying for in which it has never been since I upgraded to THE SIGNATURE SERVICE WHICH GIVES ME SPECIAL SEVICE5. to compensate me for the bill of 304.00 since I have no actual clue how long this has actually been going on. Yet I bet if I do not pay my time warner cable bill of 034.00 on or before the 28th of this month they will not only charge me a late charge they will disconnect my service for non payment and send me threatening emails and/or mail by USPS.

Desired Settlement: I would like first an apology and second a complete service call with someone who knows their job and fix all the errors that is wrong the computer running slow never up to speed you can check the many times I have called in if they even documented the information, third the issue with the search button no longer working the loosing of being able to even bring up the guide the search button not working period, the fact that if I have to have my boxes removed that I be compensated for my 79.99 fight that I paid for and will lose merely because no one can fix the issue at hand and they will use a simple swap out all the boxes again to resolve the problem so they think, fourth not to pay the bill merely because they are not providing the actual service that they cite because I am a signature customer I receive better service than the customers who pay less than their heavy price of over 250.00 or more monthly. I feel that they are scamming because if there is documentation stored you can actually see how many service calls I have had to make to get things to work properly since November of upgrading and/or before this when I was a (regular customer) . I am just tired of the falseness and want what I am paying for PERIOD... I AM COMPLETING THIS AS OF 08:23PM and no one has returned my call not a supervisor no one REALLY...not really all that special. and i hope he recorded our conversation so that you can hear me ask 6 times for a floor supervisor working in the department in which ****** tried to pass off to the dispatcher department yes he did...

Business Response:

June 13, 2014

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

BBB of Wisconsin
10019 W. Greenfield Ave.

Milwaukee, WI 53214

                               

                                RE:          Customer:  ***** ***** ****

                                                Case ID: ********

Dear Mr. Colmerauer:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ***** ****’s complaint.

Time Warner Cable has reviewed Ms. ****’s account and we engaged our Signature Home Management team who immediately got in contact with Ms. **** on June 12, 2014 and set up an appointment to address her concerns with in a few hours. Our Signature Home Management team followed up with Ms. **** today, June 13, 2014 to confirm that her services were repaired to her satisfaction. Ms. **** informed our team that our technician stayed at her residence for several hours and worked with all of her televisions until they were all working properly. Ms. **** stated that she was very satisfied with the results of the service call.

 

Time Warner Cable apologizes to Ms. **** for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Please do not hesitate to contact us if you have any questions.

Sincerely,

Time Warner Cable

Business Response:

June 17, 2014

Bradley Colmerauer

BBB of Wisconsin
10019 W. Greenfield Ave.

Milwaukee, WI 53214

                               

                                RE:          Customer:  ***** ***** ****

                                                Case ID: ******** * ********

Dear Mr. Colmerauer:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ***** ****’s complaint.

Time Warner Cable has reviewed Ms. ****’s account and our Signature Home Management team has agreed to issue credit for the PPV event that Ms. **** ordered on 5/3/14 due to the issues she has experienced with her service. Ms. ****’s account was credited a total of $82.94 and her current balance is $224.39 which is due on her normal due date of 6/29/14.

 

Time Warner Cable apologizes to Ms. **** for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Please do not hesitate to contact us if you have any questions.

Sincerely,

Time Warner Cable

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

***** ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On march 18th 2013 I was severely injured in a work accident, severing my artery in my arm and almost bled out. I was stitched up and sent home, unable to work or collect unemployment. On April 3rd it turned out that an aneurism had formed in my arm forcing an emergency surgery the next day, otherwise the aneurism could have caused my death, due to the clot in my arm. While in the hospital and after my surgery my partner called Time Warner Cable to cancel our service, due to previous complications and lack of working service for weeks and multiple individuals from the company "fixing" our connection problems and causing us to spend more money than the billing was worth. While I was in surgery and thereafter unable to talk to anyone from the company they told my partner I was the only one able to cancel our service. Thus, because I was unable to do so, I was not able to cancel the service in time to prevent the next months cycle of billing, and because I was unable to work, and after explaining to them my situation, they billed me anyway as well as extra service charges, a total of $90.00, and have been less than helpful since.

Desired Settlement: I would like the bill expunged from my record and for them to adjust my credit with my bank. And for money back for the months I was charged for incomplete, horrendous, unhelpful, and lack of service.

Business Response:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ***** ******’s  complaint.

 

A TWC Representative from Division Office of the President has attempted to contact Ms. ****** on the (414) ###-###-#### contact number that was provided, along with leaving messages with her contact information.  However, we have not received a return call from Ms. ******.  If she still desires assistance she can contact ******* ***** at ###-###-#### press option 1 then extension **********.

 

Ms. ****** account was review and our records indicate request for services to be cancelled was on June 3rd 2013 at the local office, which was the same day the customer returned her modem as well.  At this time, the customer has an unpaid balance of $90.60 which covered service provided from April 15th 2013 through June 3rd 2013.  In addition, TWC sent Ms. ****** two finish billing statements with this information on 6/4/13 and again on 6/12/13 however we never received a call from Ms. ****** disputing the balance per our tracking log of her account. 

 

Under our TWC Residential Service Subscriber Agreement it states under section (i) Billing Errors. You must bring any billing errors to our attention within 30 days of the day you receive the bill or you will waive any right to (in other words, you will not be eligible to receive) a refund or credit.

  

The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

 

 

Sincerely,

Time Warner Cable

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I arranged for internet service from Time Warner, I agreed to get the Extreme Internet service for $54.99 per month (excluding taxes). On the date of installation, I confirmed that monthly price with a Time Warner representative. However, 2 weeks later I was sent a bill for $59.99/month. I phoned Time Warner and they employed bait and switch tactics and did not honor the agreement. In particular: 1. The initial call center said they had no note of the $54.99 agreement and offered to send me to promotions 2. The promotions office placed me on-hold to check the account and came back and said it was not noted and I would have to pay $59.99. 3. After refusing, the promotions office put me on-hold and came back and offered me an "upgrade" for "only a few dollars more" for a higer level service package. 4. After refusing, the promotions office put me on hold and came back and offered me the $59.00/month with a one time $40 credit. 5. After refusing, the promotions office put me on hold and came back and said they could give me Extreme Internet package I originally ordered at the $54.99 but only for 12 months. At this point in time, I asked them to confirm this price to me in email. They said they would not do so. These tactics of placing on long-holds, attempting to up-sell, refusing to honor original terms, and then offering something less than original terms is an unfair trade practice and meant to "wear-down" customers into agreeing for something less then originally bartered. The BBB should investigate these practices and pressure Time Warner to change its practices on behalf of all customers.

Desired Settlement: I would like Time Warner to: 1. honor its initial agreement and provide me with the Extreme Internet package at $54.99 without the 12 month limitation. 2. change its practices and not engage in bait and switch style tactics, but instead offer the best available package and price to a customer upon a first request. 3. change its practices so customers can resolve these issues within 5 minutes, rather than being placed on hold, transferred between departments, and subject tot he delay tactics that discourage customers from resolving their issues.

Business Response:  

 

June 5, 2014

 

 

Complaint Department

BBB of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

 

 

RE: ***** *****

Complaint # ********

 

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter.

 

Review of the customer’s account confirms that there was a failure to add the appropiate promotion in order for Mr. ***** services to be discounted as agreed upon during his request for a transfer. A TWC rep spoke with Mr. ***** on 5/19/14 and corrected the rate to the $54.99 before tax, honoring what he was promised. All promotions/special offers normally expire after a maximum of a 12 month period. We are unable to guarantee any extention of a promotion beyond the quoted timeframe.

 

We regret any inconvenience this may have caused Mr. *****. I have left my contact information on Mr. ***** voicemail should he have any further questions or concerns that he would like to have addressed. Thank you for the opportunity to respond to this inquiry.

 

 

Sincerely,

***** *****

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

Time Warner Cable

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Refund Issure for Disconnected Cable Service - Was disconnected 03/14/2014 and after 4 calls, still no refund for the month paid in advance.

Business Response:

Ms. ****

I do apologize for the inconvenience. After our conversation there was an additional 7.31 credit to the account to make a total credit of 18.99 owed to your mother. I have put in escalation ticket ******** with our payment services department to get the check that was returned due to the forwarding address being incorrect in the system. I also updated the billing address for you and that is where the refund check will go. Please fill free to contact me with any questions or concerns and I will be in contact once I get the information on when the check will be mailed.

Thanks

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On or about November 11th 2013 I contacted Time Warner Cable to inquire about certain promotion they had going at the time, At this time I spoke with a sales agent by the name of ******, I explained to him that I was a current Dish costumer but I was looking to swuith if I could get a better deal, I proceeded to explain to him that I needed television (cable tv) internet and phone service I needed three dvr receivers, America's top 250 programing plus Show time and HBO, and I also told him that currently with Dish I was paying $182.00. At this time ****** (sales agent) offered methe following package, three recording dvrs, America's top 250 channel package on all receivers, plus Show Time and HBO free for 3 months, Fast speed internet 10bps, and telephone service which included free nationwide long distance plus Canada, also if I signed up at that time I would qualify for a free tablet. for a price of $132.00 plus tax. For those savings I signed up right away and scheduled an installation. On November 14th. the installer arrived at my house and as we were disusing the installation I came to find out that I was only getting 1 recording dvr and the Americas top 250 programing was only for 1 receiver so I showed him the offer that I had received from the sales agent , the installer proceeded to call Time Warner Costumer Service and we were told that if we wanted the rest of the package that was offer to me originally it would cost me $182.00 plus tax, As we mentioned to them (costumer Service) the offer that I had agreed to we ere transferred to a supervisor by the name of ***** *. in the Wisconsin Region, after I explained to him my problem he assured me, my wife and the installer ( we had him on speaker phone) that they would listen to the telephone call when I placed my order and if that was what I was offered they would adjust the price immediately so to call back in three days, I waited I week since I didn't hear from him so I call him back and he told me that they hadn't listened to the tapes yet that I needed to speak with another supervisor by the name of ******** (also in the Wisconsin Region). and he (********) told me that he would get with the ***** ***** ********** so they could listen to the tape and get back with me in 3 days (being) the Thanks Giving week, after a week and a half I called back because I didn't hear from them and at this time I was told that I needed to talk to ******** again but when I was transferred to his extension there was another name on the message but I still left a message for ********, a week later I called back again and I was transferred to yet another person by the name of ******* in ********** **. after I explained to him my problem he advice me that he would escalate to his supervisor and that I should her from them within 48 hours, on January 30th, I spoke with a lady by the name of ****** who sent a message to ******* (***** ***** **********) in the Inbound Sales Department in Ohio, and I never heard from them, In the mean time I kept getting told to hold on the payment and they would take care of it once they corrected the [problem. so as I waited my service was disconnected and nobody ever told me why I was sent from one person to another and another but as I told other friends and family about this problem they told me they also had problems with time warner giving them one price and actually being charged more.

Desired Settlement: I feel that they Time Warner kept jerking me around for so long and created a environment of hostility at home because when the installer was at our house and the first supervisor (***** *)told me they would adjust the rate once they listened to the tapes my wife told me not to trust them and not to cancel our service with Dish but I did it anyway trusting that they were a better company that that, I feel is would be fair for them to cancel my balance for my inconvenience for so long and to show that maybe, just maybe there is somebody in that company that is willing to do what is right instead of passing the buck from person to person to person and treating consumers who trust them like jerks. PS. ******** ********** ***** *. Wisconsin Region Ph. # ###-###-#### Extension *******. ******** (same region) ###-###-#### Account Solutions Dept.

Business Response:

May 20, 2014

Bradley Colmerauer

BBB of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

                               

                                RE:          Customer:  ******* *******

                                                Case ID: ********

Dear Mr. **********:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ******* complaint.

Time Warner Cable has reviewed Mr. *******’s account and we have found that the services the *******’s had installed was not what was originally ordered with our sales agent. We have attempted to retrieve the original sales call that Mr. ******* had with our sales agent but unfortunately this call was not captured in our system and we are unable to verify the original package and pricing he was quoted. On 2/7/14 we show that we attempted to offer Mr. ******* a very comparable package prior to his cancellation that included a $300 Visa gift card but that offer was declined and Mr. ******* continued with is disconnection.

Upon further review we have found that Mr. *******’s account has a write-off balance of $388.56 and has been turned over to a 3rd party collection agency. We have found that this outstanding balance is a result of the post-dated payment that was returned to us on 2/18/14 due to insufficient funds. Due to this returned payment and the history of returned payments on past accounts Time Warner Cable has determined that this balance is valid.

Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Sincerely,

Time Warner Cable

Consumer Response:

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.

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

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On November 26, 2013, my apartment at ***** ****** ** * * ** ********* ** ***** was destroyed in a fire. The next day I went into the local Time Warner Cable office in ******** to report the fire. The representative told me she would forward this to a special department that handles these situations so I would not get charged for the equipment. Since Time Warner bills forward, I had just sent in payment for the next month ($176.05), which the representative told me would be refunded to me since service could not be continued at my ***** *******. After contacts with Time Warner in Milwaukee in December and January to make sure that everything was taken care of, I continued to be told that it takes time to process refunds but everything was fine. Near the end of January, I was contacted by Time Warner in Milwaukee to indicate that a fire report needed to be submitted. I contacted ******, ********* ******* with ***** **** ******* **************, for this document as nothing was provided to me. ****** stated she had not received a fire report either and gave me the number of a local contact, **** (###-###-####), who had handled the accounts of others resides in my apartment complex who also were Time Warner customers. I contact **** and on February 5th, he left me a message that things were taken care of and that within 4-6 weeks I should receive my money back ($176.05). Around March 21st, I started getting voicemails from Credit Protection regarding an overdue bill. I had/have no debt outstanding nor have ever been late on payments so I initially thought this was an error or scam. After two more voicemails, I contacted Credit Protection. They informed me that Time Warner was trying to collect $240 from me to pay for equipment that was not returned. I explained to Credit Protection what had happened and they said they would note that I am disputing this 'bill' but they would need contact from Time Warner to prevent this from going on my credit report permanently. I contacted **** at Time Warner, only to find out that he was no longer employed there. I contacted my apartment manager, ******, again to find out what to do - as all other tenants in the ***** **** ******* that were Time Warner customers were not charged for equipment. She made some contacts and reached a **** ******* at Time Warner in ******** (###-###-####). Around April 22nd, ****** forwarded to **** a copy of the fire report (which she now did have), as well as all of my documents from Credit Protection trying to collect $240 from me for 'unpaid equipment'. After a couple weeks of no update, I contacted **** - he stated he was working on it yet but should have it fixed soon and acknowledged that should not have happened to me/my account. A few more weeks went by with no update from ****. I continued to get bills from Credit Protection and indicating that if it wasn't resolved, it would go onto my credit report so I continued to dispute the matter. I continued to contact Credit Protection to let them know I was still disputing - on May 12th, I spoke with Tanisha at Credit Protection and she stated that this is the last dispute she can put on my account and if not cleared up within 30 days, it will go onto my credit report. I was able to speak to **** on May 16th to let him know again of the urgency and he said he was still working on it. On May 20th, **** left me a message that said my account balance looks to be fixed and that he would confirm that things are taken care of with Credit Protection and he would follow up with me that Friday (May 23rd) - I received no follow up so I contact **** and left a message. He did not return my call so on May 30th, I left another message (still no return call). I contacted ****** at Shade Tree on June 2nd to see if there was another contact that could help due to the urgency/time frame of the situation - on June 3rd, I received a message from **** that he would follow up with me on Friday (June 6 - today) to confirm things are settled - which as of the time of filing this complaint, he has not contacted me.

Desired Settlement: There are multiple outcomes that are needed: 1. The 'billing' of equipment for $240 needs to be removed from my account AND then reported to Credit Protection immediately so it does not go onto my credit report. I would like a copy of my credit report as verification that this false bill is not on my report. 2. An apology letter from corporate manager/supervisor 3. Complaint noted against **** 4. Some type of goodwill gesture from Time Warner for the time and phone minutes I have spent over the past 6 months in attempting to resolve the situation (reduced pricing, etc.)

Business Response:

Mr. *****

I do apologize for the inconvenience. The Equipment was removed from the account on 5/14/2014. There was a credit issued out of the system on 5/24/14 and mailed to the address that was on file at the time you disconnected.

Please feel free to contact us with any additional questions or concerns at ###-###-####.

Thanks

Business Response:

Mr. *****

We have updated the forwarding address in the system. I have escalated this to our payment services department. They let us know that the check was printed and sent out on 6/12/14 to the old address. If the post office does not forward the check to you, once they return the check to us we will then automatically send it to the forwarding address now that there is one on file. Unfortunately since the forwarding address was not updated before the check printed you will have to allow extra time for it to get to you. We will make sure that the account is monitored to insure that if the check is returned we get it mailed back out to you as soon as possible. If you have any questions or concerns please feel free to contact us at ###-###-####.

Thanks  

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,

 

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: we had ordered and scheduled internet installation for Sunday May 11th. On the evening of Saturday May 10th we called Time Warner Cable to confirm our installation for the next morning. The person we spoke to verbally confirmed that a technician would arrive at our House between 10:00 Am and 11:00 AM on Sunday May 11th. The Next Morning we waited for Time Warner Cable to arrive. By 11:00 AM nobody had shown. We then spent the next 9 hours Calling and being transferred from department to department. From what we understand the woman we spoke to the night before added phone service to our order with out our knowledge or consent . This postponed our installation date to later on in the month. we explained that this was not our error and that we expected them to fix it. We were told that a ticket would be issued for someone to find time to come out that day to correct the problem. By Late afternoon nobody Showed up or Called from Time Warner Cable. it was clear we had just wasted our entire Mothers day and Sunday waiting for nothing. We then called back one last time. we were transferred to a supervisor. we explained to him that we are currently using our cell phones data for internet, and that because our install date was compromised we are going to run the risk of going over our data usage. He offered us a credit towards our account and a install date for Wednesday the 14th, but for only regular internet, not WIFI.

Desired Settlement: Both My self and **** * ********, the other person at this residence would like a formal apology for this major inconvenience, lack of respect, and waste of our time. We would also like the recording form the original phone call pulled so whoever handles this complaint can hear that at no time did anyone give this TWC employee permission to add any services to our order, and to change our installation date. We would also like any overage fees for our Wireless provider covered in the event we go over our data. Had Time Warner cable done the right thing and tried to correct this problem them day of, rather then transfer us all day we would not even have this problem.. Not only was our entire Sunday spent waiting for a technician to show up, but we missed out on Mothers Day with our Mothers. Once again I would like to emphasize that this was 100% a Time Warner Cable Error. we were told that our Install date was going to be on Sunday may 11th between 10:00 Am and 11:00 AM. 

Consumer Response: I understand and edited my text below

We had ordered and scheduled internet installation for Sunday May 11th. On the evening of Saturday May 10th we called Time Warner Cable to confirm our installation for the next morning. The person we spoke to verbally confirmed that a technician would arrive at our House between 10:00 Am and 11:00 AM on Sunday May 11th. The Next Morning we waited for Time Warner Cable to arrive. By 11:00 AM nobody had shown. We then spent the next 9 hours Calling and being transferred from department to department. From what we understand the woman we spoke to the night before added phone service to our order with out our knowledge or consent . This postponed our installation date to later on in the month. we explained that this was not our error and that we expected them to fix it. We were told that a ticket would be issued for someone to find time to come out that day to correct the problem. By Late afternoon nobody Showed up or Called from Time Warner Cable. it was clear we had just wasted our entire Mothers day and Sunday waiting for nothing. We then called back one last time. we were transferred to a supervisor. we explained to him that we are currently using our cell phones data for internet, and that because our install date was compromised we are going to run the risk of going over our data usage. He offered us a credit towards our account and a install date for Wednesday the 14th, but for only regular internet, not WIFI.



Both My self and **** * ********, the other person at this residence would like a formal apology for this major inconvenience, lack of respect, and waste of our time. We would also like the recording form the original phone call pulled so whoever handles this complaint can hear that at no time did anyone give this TWC employee permission to add any services to our order, and to change our installation date. We would also like any overage fees for our Wireless provider covered in the event we go over our data. Had Time Warner cable done the right thing and tried to correct this problem them day of, rather then transfer us all day we would not even have this problem.. Not only was our entire Sunday spent waiting for a technician to show up, but we missed out on Mothers Day with our Mothers. Once again I would like to emphasize that this was 100% a Time Warner Cable Error. we were told that our Install date was going to be on Sunday may 11th between 10:00 Am and 11:00 AM.

Business Response:

Mr *******

We do apologize for the inconvenience. This issue was responded with the previous complaint filed under **** ******** on 5/12/14 BBB Complaint # ********. The complaint was forwarded over to the representative supvisor to go over the issue and pull the call.

There was a courtesy credit of $40.00 that was applied to the account on 5/11/14, and the install fees of $14.95 were also credit out.  As previously stated we will unfortunately be unable to credit you for any data overages with your cellphone provider.

Again sorry for the inconvenience this caused and if you have any additional questions or concerns we can be reached at ***********

Thanks

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I complained about the price they charged me for their service several months ago. Only after contacting the BBB did I receive the price promised. Now the price has gone back up. I called to cancel service, was put on hold and never answered. Further attempts to call or contact website have only resulted in being shoved into departments to add new services. I would like to maintain internet service, but otherwise sever TV service with this disreputable company.

Desired Settlement: Refund for past two months overcharges on TV service and sever future TV service.

Business Response:

June 5, 2014

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

BBB of Wisconsin

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

                               

                                RE:          Customer:  **** ******

                                                Case ID:  ********

Dear Mr. Colmerauer:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding **** ******’s complaint.

Time Warner Cable has reviewed Mr. ******’s account and has found that on 4/29/13 Time Warner Cable placed Mr. ******* in a promotional rate for 12 Months that gave Mr. ******* a reduced rate on his services. This 12 Month promotional rate expired on 4/29/14 and his monthly service rate “stepped up” to his new current rate. We also found that Mr. ****** contacted Time Warner Cable regarding this rate change on 5/30/14 and the agent he spoke with transferred him to our customer solutions department to help him find a package that may have better fit his needs and budget. At the time of his call this department was in a queue and it is evident that Mr. ****** chose not to wait for an agent to help him.

Currently we are showing Mr. ****** at a monthly rate of $129.73 (Plus Taxes and Fees) for his cable and internet services. This rate will continue for another 12 months and is the correct rate for his services under the promotional step up. If Mr. ****** would like to cancel his cable services and retain his internet services he may do so. In order for the charges to cease for his cable services Mr. ****** is invited to return his cable equipment to our local Sales and Service Center in his area as the charges will continue until his cable equipment is returned to Time Warner Cable. If Mr. ****** would like to retain all of his current services and/or add additional services he may do by calling ###-###-#### and say to our automated system: “Service Change.” This will route Mr. ****** directly to a specialized agent who is ready to assist him with finding a service package that will meet his needs for the best value.

Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Sincerely,

Time Warner Cable

Consumer Response: As usual, I found their customer service people friendly, when I could actually get to them. (The number provided to you after the complaint still required several prompts and waiting to talk to a person). Frankly, I don't want to hassle with them for now. I received a minor concession by returning one piece of equipment. However, I will likely review the poor overall response in the next few months and respond with a cancellation of the service altogether.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: about a year ago we purchased the Time Warner Intelligent Homes I think I was the second customer to received this service in my Area. The Intelligent Homes system has did work properly I contacted Time Warner on numerous occassions in which Time Warner responded by sending a Technician out to repair the problem this issue continued for a year straight they came out got it back up and running and no sooner the technician left it went right back down again we paid over one thousand dollars for the equipment and thirty three dollars a month for the services in which was often a credited back due to equipment failure so finally we gave up hope decided we could no longer continue to keep the defected services so we canceled the service I was told at first that we would have to pay a termination fee because their equipment failure but after arguing with the customer representative he then told us that the funds for the equipment would be returned and order the Technician that was present at our residence to removed the equipment in which he did this was over two months ago and I am still getting billed for the equipment and also the service in which I no longer have also I have not received a refund that I was told I would received not even a credit towards my bill which I would have taken and continued with the other services that I have which includes cable high speed internet and a land line

Desired Settlement: I would like to be refunded for the equipment that was removed from my property in which I paid for in a check from Time Warner sent to my mailing address @ **** ** **** ****** ********* ********* ***** thank you in advance !

Business Response:

May 28, 2014

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

                               

                                RE:          Customer:  ******* ******

                                                Case ID:  ********

Dear Mr. **********:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ******’s complaint.

Time Warner Cable has reviewed Mr. ******’s account and has found that an agreement was made with Mr. ****** to have a technician visit his home to attempt to correct our Intelligent Home system per our subscriber agreement. Our records indicate that Mr. ****** had only one service call completed in 2014 prior to our 4/19/14 appointment that was cancelled due to Mr. ******’s request for a downgrade of his Intelligent Home services. Normally TWC does not issue credit on equipment once 3 days after the install date has elapsed as the customer purchases their Intelligent Home equipment from TWC and is theirs to keep as stated in the TWC Intelligent Home subscriber agreement.

Time Warner Cable has verified that our technicians removed Mr. ******’s Intelligent Home equipment on 4/19/14 and credit was issued for two (2) night cameras and his select package totaling $399.97. During our investigation we found that Mr. ****** actually had our premiere package and an additional credit of $399.99 was applied to his account for a total credit of $799.96. We also confirmed that Mr. ****** also was no longer being billed for his Intelligent Home services as of 4/19/14. Currently Mr. ******’s balance is $15.95 and is due on his normal due date of 6/11/14.

Time Warner Cable apologizes to Mr. ********** for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Sincerely,

Time Warner Cable

Business Response:

June 4, 2014

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

BBB of Wisconsin

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

                               

                                RE:          Customer:  ******* ******

                                                Case ID:  ********- Rebuttal

Dear Mr. **********:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ******* ******’s complaint.

Time Warner Cable has reviewed Mr. ******’s account and as stated in our prior response TWC does not normally issue credit on equipment once 3 days after the install date has elapsed as the customer purchases their Intelligent Home equipment from TWC and is theirs to keep as stated in the TWC Intelligent Home subscriber agreement.

Time Warner Cable has verified that our technicians removed Mr. ******’s Intelligent Home equipment on 4/19/14 and credit was issued for two (2) night cameras and his select package totaling $399.97. During our investigation we found that Mr. ****** actually had our premiere package and an additional credit of $399.99 was applied to his account for a total credit of $799.96. We also confirmed that Mr. ****** also was no longer being billed for his Intelligent Home services as of 4/19/14. Currently Mr. ******’s balance is $15.95 and is due on his normal due date of 6/11/14.

Time Warner Cable stands by its original response.

Time Warner Cable apologizes to Mr. ****** for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Sincerely,

Time Warner Cable

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/8/2014 Billing/Collection Issues | Complaint Details Unavailable
6/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My mother based away. I called them on 5/1 to discontinue her service. I was given a work order # and told all was handled. I was aware there would be a partial payment due. On 5/21, I received a bill for two months of cable service and a late charge. I called on 5/23, spoke with 4 different individuals. I was told **** did not properly input the cancellation in the system and the cable had not be disconnected. I advised I wanted this done back on 5/1 when I originally called. I also asked to pay only the amount of service from April 23-May 1 when I called. I was told they could/would not reduce the bill until the service was disconnected. I have spent well over 2 hours on the phone with them trying to disconnect this service. on 5/22 I spoke with ******* in customer service to again request the cancellation. She put me through to ****** in billing, who transferred me to Antonicia in Retention who then put me through to ****** in Collections. I was told they could not adjust the account because the service still was not disconnected. Again, I requested this on 5/1. It is not my concern they did not handle on their end.

Desired Settlement: I want the service disconnected and to only pay for the 8 days of service which were to be in effect $89.14/30 days or $23.77. An apology for how this has been handled would also be greatly appreciated. This is terrible customer service

Business Response:

Thank you for the opportunity to respond to this complaint.

I have spoken with ******** and expressed my deepest sympathies in the loss of her mother.   I know dealing with this billing issue must have been very frustrating in light of all that had happened.

I did zero out the balance on Ms. ****'s account as a way of showing how very sorry we are that she has had to endure this additional stress.

Thank you.

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

Time Warner Cable

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Contract to start service included a bonus of a samsung Tablet. Received a gift card instead. When we decided to switch to Time Warner (12/26/13) we did so because of an offer to receive a Samsuung Tablet. When we were sent the bonus registration it was for a gift card. (1/20/14) I called and they explained we should register the code anyway they would sned it to the escalation department and get us the tablet. I receved more notifications about the gift card and each time I called each time and stated I wanted the tablet.(1/31/14,2/4/14, 2/6/14, 2/14/14,4/23/14 and 5/5/14) They all asured me they could get this straightened out. We never got the promised call back from the first three phone attemts.We were unhappy with the TW service because of continuous billing errors and outages that started from installation day. We were receiving and only stayed because we wanted the tablet as promised. After 5 months they called and said we registerd for the gift card and that is all we will get because thats what we asked for and it cannot be changed.(5/14/14) I felt I had no choice but to follow the TW rep that told me to register the code or lose all bonus opportunities.(1/20/14) I have documetation that proves our contract was for the tablet. A gift card was never part of the offer. I have my records of calls to TW about the situation and the lack of response but no transcripts or tapes of the conversations. I have not used the card and would gladly return it for the tablet. We have far exceeded the requirment for the tablet and would not have stayed with TW if we knew they would not be honest about the promotion. I finally got one customer service rep to admit they had probably ran out of the tablets and sent the card instead.(5/14/14) This was also never told to us.

Desired Settlement: We are looking for the tablet. We will gladly return the gift card for the tablet and an explanation for why we were strung along and lied to about the bonus program.

Business Response:

Good afternoon and thank you for the opportunity to review this complaint. 

Unfortunately, Mr. ****** is correct in his depiction of the events leading up to filing this complaint.  Time Warner Cable is investigating this situation regarding this mishap to determine exactly why he was sent the registration for a Gift Card in lieu of the Samsung Tablet.  After the review of his account, Mr. ****** did meet all of the requirements to receive the Samsung Tablet.  Time Warner Cable has deactivated the Visa Gift Card sent to Mr. ****** in error and will be shipping the Samsung Tablet to Mr. ****** overnight. 

Time Warner Cable does certainly apologize for the inconvenience and undue frustrations this situation has caused Mr. ******. 

Thank you.
Time Warner Cable 

 

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In March 2014, I contacted Time Warner indicating that I would be relocating to a new address, and that my service should be discontinued at this address. Following my relocation, I continued to be charged for services at the prior address, and my new address, for months. Each month, I contacted time warner, expressing my concerns. Each month, I was given a new excuse. On multiple occasions I was threatened, berated, and blatantly lied to regarding their billing practices. As a future business owner, I was much disparaged by the actions and utter ineptitude of this business. Eventually, I was forced to terminate my account with this provider due to fraudulent charges, and, mostly, frustration on my part.

Desired Settlement: It might be too optimistic, but I would desire only to be compensated for those months I was double billed. I eventually just cut my losses, and paid due to threats of impact on my credit rating. As a future physician, this was ultimately more concerning than paying hundreds of dollars in unjustified fees.

Business Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience.  After reviewing Mr. *******’s account we found the error with the billing to go as follow.  Mr. ******* called to have service transferred on 3/9/14 to be installed at the new address on 3/15/14.  The ******** *** address disconnect was canceled which caused the account to remain on billing and generate statements in which payments were made due to the account being set up on recurring payments.  On May 23, 2014, Time Warner Cable received information regarding 2 payments were disputed by the card holder and those payments $42.87 and $46.40 were charged back to the credit card and therefore those charges $89.27 were added back on the Time Warner Cable statement.  Mr. *******’s posted payment on 3/2/2014, in the amount of $48.56, paid the account for services rendered from 2/8/14 – 3/7/14.  The new bill start date began on 3/8/14.  All charges on acct **********, address on ******** ***, after 3/7/14 has been adjusted off the bill and made on the new account *********, on W Wisconsin.  The total adjustment is $103.35 that includes $14.08 charge on 4/18 and the 2 payment disputes that were charged back on 5/23/14 $42.87 and $46.40.  We sincerely apologize for this error and appreciate your patience in allowing us to correct this mistake.  The disputed payments should be reversed onto the credit card that was setup for recurring payments and your active Time Warner Cable account has been corrected.   Time Warner Cable considers this issue resolved.

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In July 2012, I moved from *********** ** to ********* **. I was currently receiving Time Warner Business Class Roadrunner cable through a National Account through my employer. I was being billed $52.80 monthly for service. On July 17, 2012 (the day before we closed on our new home) we disconnected service and set up a new account at the new address. The technician wasn't able to come out until August 15, 2012. The tech came out, we had residential cable and what we assumed to be our same National Account Business Class Roadrunner internet. I immediately started receiving bills for both services, similar to what I had in the past and made payments on both. After about a year, I stopped receiving bills for the Business Class Roadrunner but since it was a bill that I would expense through my work, I kept making online payments. Finally, in November 2013, I called TWCBC to find out what had happened to my internet bills. (The residential cable bill was on autopay out of my personal checking account.) The REP told me that there was no account transferred to the new address and I had made overpayments of $180+ on the Greenfield account. She told me that it would be rectified, the credit transferred to the new account and I would start receiving a new bill in January or February of 2014. Today (4/29/14) I called again because I STILL have no received any bill for internet service. After speaking with 4 people from different departments of TWC, I was told that I had to call the residential services line to "cancel" the internet portion of my service even though they weren't billing me for it. I would then experience a 7-10 day interruption in service, after calling the National Account team to "setup" my new service. I asked why I would call residential if they weren't billing me for it and she had no idea. She was as confused as I was. Ultimately, the transfer of service WAS NOT completed appropriately and the rep is now asking me to figure out how to fix it by calling the Residential department and "finding out what I can, then calling National Accounts back." This was a huge mistake on the company's part, not mine.

Desired Settlement: I simply want my service to be billed appropriately. I want the overpayment on the old account credited toward the new account. I pay $52.80/monthly for TWCBC roadrunner service and I want this to be billed under the correct account/address. I work from home and an interruption in service of 7-10 days is unacceptable. I would like to be contacted with the appropriate steps to fix this. I should not have to make another 10 phone calls to fix TWC's billing error. It's their fault they're not billing me, not mine. I'm the one who called to rectify the situation. I am willing to pay the months of unfilled service but don't believe that I should have to after this situation and trying to fix it.

Business Response: Unfortunately we are not able to assist Ms. *****.  We provided her with the numbers to our National Accounts department ###-###-#### and ###-###-####.  We apologize for any inconvenience this has caused. 

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 the only one that is being offered to me. I am NOT satisfied with the result of again being told that I have to take care of it myself. I find that a mistake somehow made on the business's part and being pushed off to me to inconveniently resolve is not an acceptable business practice. I am accepting their response simply because they have told me that there is nothing more they can do. 

Regards,

 

****** *****

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My monthly bill is contracted to be $141 per month. On April 8th, 2014, Time Warner Charged my bank account a total of $320.55, threw no fault of my own and threw an Unauthorized Recurring Payment, which overdrafted my bank account and put me in the negative. I've called a spoke with NUMEROUS customer service reps, and have received a different answer every time. After a week and a half of calling TWC, i finally had my issue resolved. Now, on May 12th, I received another bill from TWC, this time for $430.97. I called TWC once again, and have had the most difficult time with them to correct my bill. I've spoken with 6 Different agents, and each have told me that it will be fixed, and i should see an update on my bill in 24-48 hours, and that my bill should only be $110. (which includes the refund of my overdraft fees that was caused by TWC). They generated a fix ticket of ********. Almost 2 weeks later, i called again to get an update on my bill, The representative informed me that the Ticket was closed (Which i was never notified of) and that there will be no adjustment on the bill. This is what led me to file a complaint. This is the 3 time this year that i've had a billing issue with TWC. Each time, i have been greeted with rudeness and no accountability for their mistakes.

Desired Settlement: My bill to be adjusted for the over charged amount of $320.55.

Business Response:

May 27, 2014

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

BBB of Wisconsin

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

                               

                                RE:          Customer:  ***** **********

                                                Case ID:  ********

Dear Mr. **********:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ***** **********’s complaint.

Time Warner Cable has reviewed Mr. **********’s account and has found that recurring payments were assigned on 3/7/14 to a VISA Debit card ending in **** through our PAYXPRESS system; this was done on online by the customer and not by a TWC employee. Due to the fact that Mr. ********** carried a balance from his 2/12/14 bill to his March statement the billing statement that generated on 3/12/14 was for $320.55 and since the recurring payment method stated previously was assigned the system automatically withdrew the full balance on 4/8/14.

Mr. ********** also made a onetime payment online that posted to his TWC account on 3/13/14 for $159.63. These two payments caused Mr. ********** to have a credit balance of $159.63 when his April statement generated on 4/12/14. On 4/12/14 we refunded Mr. **********’s Debit card per his request for $320.55. When the original payment for the $320.55 was processed on 4/8/14 we credited Mr. **********’s account for that amount resulting in the credit balance. Likewise, when we refunded him this amount his account was charged back that amount on 4/12/14.

On 5/12/14 Mr. **********’s current billing statement was generated which included the $320.55 minus a credit balance of $5.25 and his regular monthly service rate of $154.37 (including taxes and fees) which totals $430.97. At this time Mr. **********’s balance is correct and no further credit will be issued for this issue.

Time Warner Cable apologizes to Mr. ********** for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Sincerely,

Time Warner Cable

Business Response:

May 28, 2014

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

BBB of Wisconsin

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

                               

                                RE:          Customer:  ***** **********

                                                Case ID:  ******** – Rebuttal-2

Dear Mr. **********:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ***** **********’s complaint.

Time Warner Cable has reviewed Mr. **********’s account and have found that due to the chain of events that transpired the current balance of $430.97 is due on his normal due date of 6/7/14. This balance reflects approximately 3 months of unpaid service. Under normal circumstances, Mr. **********’s account would be approaching a disconnection due to non-payment but luckily his account is current due to the refund that was issued.

Time Warner Cable apologizes to Mr. ********** for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Sincerely,

Time Warner Cable

Consumer Response:

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 do not accept the response made by the business to resolve this complaint]

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/29/2014 Delivery Issues | Complaint Details Unavailable
5/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on 3-7-14 we lost internet and cable at about 9am this happens every week day in the mornings for 5 to 30 minutes but today it was out untill 11am . i called time warner and was told there was no reported outage in my area , i again told the rep we had no internt or cable and again told there was no reported outage in my area , i again told the rep and was told just give the id number from the modem and put on hold for about 5 minutes. when the rep came back i was told there was a problem with my service and a tech would be here between 6 and 7 pm. we cancelled dinner reservations and waited for the tech, at 6:40 pm the tech called to say if this problem happens during the mornings then we would need to make another appointment. i told him we had been waiting and hes not coming he then told me our signal was strong and i would need some one here when it happens. i again asked if he was coming all i got was a rep would be calling with a new time then the call ended. about 5 minutes later a rep called to say the tech said we requested a new appointment . i told him we had been waiting for this appointment and it was clear they were not coming i then ended the call . the problem with the internet and cable is a on going one. we had one tech tell us we were at the end of the line and our signal was weak. we were given a FREE signal booster this FREE signal booster costs us $10.00 extra on our bill each month. slower than dial up internet maybe or maybe cable that costs more every month.

Desired Settlement: we want to receive what we pay for fix your system . give us what we pay for

Business Response:

Tuesday March 25, 2014

BBB of Wisconsin

Dispute Resolution Center

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

Attention: ******* *********** ********** ******** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 3/10/14, regarding the concerns of:

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

*** **

*** ****** **

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

Thank you for forwarding Mr. ******* ******’s concerns to our attention.  I was finally able to reach Mr. ****** today and discuss the issues he has been experiencing with the internet service.  Mr. ****** stated that his internet connection is very intermittent.  Mr. ****** states that he does own a personal router however, has bypassed the router and still experiences an intermittent and/or slow speed internet connection.

Mr. ****** agreed to schedule a service appointment to have one of our cable technicians visit his home to see what may be causing the problem and find a solution.  To accommodate Mr. ******’s availability, we were able to force in an appointment for tomorrow, 3/26/14, between 1-2 PM.

Mr. ****** states that he normally uses the internet service between 9-11 AM and this is when he notices an issue but happens throughout the day.

I reviewed Mr. ******’s account and I show no additional $10 monthly charge that is being billed for a signal booster.

Mr. ******’s current monthly rate is $127.23 plus tax for the following services:

Standard Internet = $40.14

Modem Lease = $5.99

Basic =  $15.81

Standard= $39.23

Variety Package= $8.15

Settop Box = $6.66

HD Box = $11.25

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday and Saturday-Sunday anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

*****

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

Time Warner Cable - Wisconsin

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.

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

Regards,

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

 

 a rep ms ***** from time warner finally called ****** on 3-24 and left her return phone number. ****** text me the number and i called leaving my name and phone number on ms ***** voice mail. i received a return call from ms ***** on 3-25 where we discussed the problems with the internet and cable that have been persistent over the years. Ms ***** suggested we call time warner more offen i suggested time warner just fix it.                                     with a review of our account it no longer shows a charge for the signal booster. though we have contacted time warner about the service and charges for some time and do not know when these charges stopped.                       Ms ***** suggested we make another appointment to have a tech look at system. I told Ms ***** the only day i would be available was 3-26. Time warner needed to look at it during the day and both ****** and myself work days. Ms ***** made arrangements that a tech would be here between 1:00 and 2:00 pm. i reminded her that they would have to call me as ****** would be at work. Ms ***** found no problem with this and even repeated my phone number to me.                Time warner did not show for appointment again, two appointments two no shows.At 4:24 i called Ms ***** only getting her voice mail , i left a message that again they did not show up. It seems with time warner the customer is always wrong.We have not asked time warner for anything but to get what we pay for.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I scheduled a installation for internet online. My schedule date was for Sunday May 11th, I called Time warner the night before to confirm. I spoke with a young lady and she verbally confirmed that someone would be at my house between 10:00 Am and 11:00 Am the next morning. The next morning nobody showed up. I called Time warner and was transferred over and over. I was told that the lady I spoke with the night before had added service on to my order without permission, therefor delaying my install date. I explained over and over, that there was never any talk of adding service. I was told my original install slot was given away and that I would have to re schedule. after exressing how upset I was, I was told that they would put a ticket in and have someone come out that day to correct the problem. I was told to stay close to home for when they showed up. I cancelled mothers day plans and waited for someone from Time warner cable to come and nobody ever did. I called back again, after about 10 times being transferred I was told that they were sorry and that they were going top put a credit on my account for my first months bill. and that they could send someone out on Wednesday May 14th. as of 5 minuets ago I logged into my checking acct and see that Time warner Cable took out 100.0$ from my account for no reason. My montly billwas oonly suppose to be 64.00$ for the internet, and they has issued me a credit. I have not had any service installed because time warner cable never showed up. So why is money being taken out of my account?

Desired Settlement: Because this was 100% a Time warner Cable Error and not mine. I want a proper Apology because the original girl I spoke to changed my order delaying my install date. I would like the phone conversation to be pulled and listened to where I called to confirm my apt. I would also like all of my money refunded, along with any over draft fees paid off as a result of this random transaction. I explained multiple times that I am using my data on my cell phone to use the internet because of this. I expect Time warner cable to pay any fees as a result of me going over my data usage. Had my internet been installed on the correct day, I would not have any of these problems, or run the risk of going over my data, not to mention I missed Mothers day plans with my Mom because I was told to wait for someone to come install my internet. I waited all day and nobody showed up I cant believe that the actions of one TWC employee who did not do their job right can affect everything else. I Literally wasted my entire Sunday.

Business Response: The services were installed on 5/14/14.  A courtesy credit of $40.00 was applied to your account on 5/11/14.  We credited the $14.95 installation charge as well.  Unfortunately, we would not be able to reimburse any fees associated with your date usage or overage charges.  We sincerely apologize for the inconvenience you experienced. 

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.

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

Regards,

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

 

Overall I am not satisfied with TWC response. I have gotten generic apologies and terrible service. Not once has anyone called me to apologize and ask what happened. A generic apology is just not sufficient at this point  At this point I would like to just leave me complaint as not satisfied

Business Response:

Time Warner Cable again apologizes for the inconvenience you experienced. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Mon. April 7th 2013 at approx. 6:30 pm I contacted TW to cancel my tv, phone & internet. After being a customer for over 20 years I was fed up with the constant price increase's & they would give new customers promotions current customers couldn't get. I spoke with a **** ****** who stated he was in the ************ office(either ** ** ** ********)He never asked me why just said a tech would be out between 10-1 on the 8th to pick up equipment. On the 8th no one showed up & I called again only to find out nothing had been done by **** the prior day & that techs don't come & get equipment. They apologized & set up a fed ex pick up of equipment because there is no TW store in my area. Several days went by & I still had service & no box arrived to send back equipment. I called again)not sure of the date & spoke with ******* in customer retention. She apologized that nothing had been done again & promised the service would be disconnected & a box would be sent out to send equipment back she assured me my account would be credited from 4-7-13. On 4-17-14 I still had service. The equipment was picked up 4-15-14 with a fed ex return # of ************. On 4-17-14 I talked to Ashley at customer retention & was told my service was set to be disconnected on 4-20-14, but I would only be billed from 4-8-14 not 4-7-14 because 4-8-14 was the first time her records showed I called. Today 4-24-14 I received my final bill for $557.79 acct #*********. I called & spoke to Jenine who after 30 min. got the bill straightened out & the final bill was $71.89. TW had no record of my equipment being picked up & they charged me until 4-20-14 for service. I have made at least 15 phone calls & numerous hours with TW trying to get disconnected & a correct bill. I have the names of everyone I talked to. This is beyond horrible customer service.

Desired Settlement: I feel after almost 20 days & numerous hours trying to get this issue resolved I should not have to pay the $71.89 balance. My time is worth something. The disconnect should have taken one phone call not 15. I was lied to by many TW employees saying they did something they didn't. TW has a monopoly on this area & treat their customers horribly. I have asked to talk to supervisor's & get put on hold for 20 plus minutes until I just hang up. It is unbelievable to me a company can conduct business this way. They should spend more time keeping their long time customers.

Business Response: On 04/08/14 Ms. *** ******* spoke with Time Warner Cable and an order to disconnect  was entered and the boxes were mailed to have her equipment returned. The order for disconnection was set to complete 2 weeks out to allow for the equipment to be returned in attempts to avoid the cost of equipment being billed. In this case the billing date was not backdated to 4/7/14 as Ms. *** ******* had requested, that error was corrected when Ms. *** ******* contacted our office on 4/24/14. The billing statement had already printed on 4/22/14 showing the equipment charges due to the equipment not being processed until 4/24/14. These charges were removed from the billing as well. For the confusion, we have made an additional credit leaving the total balance due of $58.43. This amount would be for the services provided from 3/25/14-4/7/14. We have attempted to contact Ms. *** ******* and have left our contact information in case she has any further questions on this issue.

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.

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

Regards,

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

 

 

TW has been such a nightmare to deal with & I have received 5 different amounts for my final bill in the past 3 weeks. I am going to pay this $50 something just to be done with them. I do feel for the amount of weeks(three) & phone calls (approx. 15) & time I put in to get the correct balance TW should wave this final amount. They will not & will never get me back after I was a customer for 20 plus years.

Business Response: We were able to speak with Ms. *** ******* and have explained her final billing statement and how the disconnection takes place on the account. We apologize for the error in backdating the billing date and have made that correction to the account. We have also applied additional credits in the amount of $15.89 for late charges and an additional day of services due to this issue. Ms. *** ******* will still be charged the $58.43 for the time she had services prior to the request for disconnection.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My girlfriend ******* ******* and I have ordered the internet service that Time Warner Cable is advertising for $14.95 per month. We had a more expensive internet/cable bundle and were looking to drop cable and just go to the cheaper internet due to our limited use of it. Before we signed up, we were first told to take the more expensive internet because we would need to pay for a phone line and use dial up with the $14.95 package and pay alot more money. Then we spoke to another sales agent who told us the $14.95 package isnt available in our area and thats why we need to buy the more expensive internet package. Then finally we cancelled our old internet/cable bundle completely due to the poor reliability of what the Time Warner Cable representatives were telling us. Then a few days later we tried 1 last time and finally got a sales agent who gave us the truth that its not dial up and it is available in our area. So ******* ******* ordered the internet and didnt know we didnt need Wifi and accepted the charge at first. Then that same day, when I came home from work and explained to ******* that we dont need Wifi, we called Time Warner Cable back right away and told them we dont need it. The agent said its too late to stop the wifi charge but she will credit the account on the next bill and it will also not be charged on future billings. Yesterday we received a new bill for $27.35 including the charge for Wifi again. ******* called Time Warner Cable again and the agent was refusing to remove the charge and credit the account and according to the representative, nothing was documented explaining that we shouldnt be charged for Wifi. Finally the supervisor removed the charge as a 1 time offer and we are requiring them to remove it completely since it is something that we have absolutely no use for and we told them that and they told us they would fix it. The price of $14.95 is already misleading due to the current extra charges. The extra charge of $5.99 for the Internet Modem Lease is kind of sneaky since you have to have it, to use the service. Then the real issue involved here is that we are also being billed for Home Wifi which we were told we would not be billed for it since we absolutely dont need it. Our $14.95 internet is being billed for $27.35 per month.

Desired Settlement: We want to be billed correctly for the monthly internet service and that the sales agents that we spoke to get reprimanded for the corrupt selling practices by illegally misrepresenting Time Warner Cable products knowingly and upselling of higher cost packages done by straight out lying to us. We have called them numerous times from *******'s phone# ###-###-#### and also from my phone# ###-###-#### and I work in a call center myself and know that these calls are recorded and I think they should be investigated to stop their sales agents from illegal practices.

Business Response:

Thank you for the opportunity to address this complaint.

In reviewing Ms. *******'s account, we find that while she is getting the newest, lowest priced level of our internet service, she is also being billed $4.95 per month for wireless service.

We have removed the WIFI charges from Ms. *******'s account and disabled the WIFI from our equipment.  Ms. ******* stated on one of her calls in regard to this issue that they have their own router.  

We apologize for any inconvenience.

Thank you.

Time Warner Cable

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/25/2014 Problems with Product/Service
5/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We ended service with time warner cable on 3-16-14 and they want to charge us to 4-2-14. needs to be corrected in the billed amount

Business Response:

Thank you for the opportunity to respond to this complaint.

We are disputing that a disconnect was requested on this account on 3/16.  We do have record of a call on March 27th from someone identifying himself as *****, calling in regard to a transfer of service to **** **** ** ** *******. 

We did not receive our equipment from Mr. ****** until April 2nd, and it is Time Warner Cable policy that we do bill until our equipment is recovered.

It does appear that Mr. ****** was billed in error until April 20th, and he iwas due a credit for services billed during that time frame.  We have credited his account a total of $66.30 for that billing error (the credit was issued on 4/22).  Mr. ******, when advised of that information, stated that he is not paying the bill anyway so he could care less. 

The remaining balance due on the account is $84.93 and that is a valid debt.  We will not be issuing any further credit to the account.

We apologize for any confusion but the request for credit is denied.

Thank you.

Time Warner Cable

Business Response:

We are very sorry but we stand behind our initial response. 

We can find no evidence of any calls on or around the 16th of March.   Our billing system is unique in that it leaves an electronic "footprint" of anyone who accesses an account, showing the date and time along with the screens that were accessed.   No one was in the account at all on or around March 16th.

Thank you.

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.

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

Regards,

***** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a Time Warner Subscriber for over 20 years. I have decided to change to another company and when I contacted TWC to cancel my services, I was given the complete run around, transferred to 3 different people, and then was told they are not able to cancel my account because I am on the Do Not Call registry.

Desired Settlement: Would like them contacted to find out why this is a policy and how this is legal.The account is under my husbands name Dennis ***** and the phone number used to track the account is ###-###-####, but my name Julie is listed as someone who can make changes.I attempted to cancel on Saturday 5/17 so I would like the account canceled as of that date. I have all the equipment ready to drop off to my local TWC office.

Business Response:

May 19, 2014

Complaint Department

Better Business Bureau

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

RE:      ***** ** *****

Complaint # ********

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter.

A TWC representative has contacted Mrs. ***** and processed a disconnect order for service at her residence, with a stop bill date of May 17, 2014 as requested. We have identified coaching opportunities with the Care staff for future call handling.

We regret any inconvenience Mrs. ***** may have experienced. We appreciate the opportunity to respond to this inquiry.

Sincerely,

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

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

Time Warner Cable

Consumer Response: On Mon, May 19, 2014 at 6:25 PM, ***** ***** ******************** wrote:

Thank you. TWC called me right after they got the complaint and canceled my account
 
Thank you. 

Sent from my iPhone

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I spend all morning talking to time Warner workers and will not let me talk to supervisor and thread me if I do not pay today then turn off I told them how can they call back if my service is turn off I offered pay $130.00 today and their action was acceptable to thread at any customers and billing dept was terrible

Desired Settlement: Would like see bill waived and say a apology and repair the bill with me and work it out

Business Response:

After reviewing this account, we have verified that the billing on Mrs. ******’ account is correct.  Her most recent bill totaled $310.75 which included the following adjustments/credits and service fees:

An unpaid balance of $303.36 from the previous month’s bill

Current monthly services of $69.98

Partial month charges, totaling a credit of +$49.25

Other credits/one time charges totaling +$12.50

There were two payments made on 5/5 which posted to Mrs. ******’ account on 5/6 in the amounts of $130.00 and $97.33.  As courtesy, we have credited back a total of $11.12 to the account today.  (This was for an “equipment reactivation fee” that was assessed on 5/5 and a “live agent payment fee” that was assessed on 5/6.)  The balance for this account as of today, 5/8 is $38.01 and any additional credits/charges will be displayed on the next bill that cycles. This amount is still past due however, so we suggest a payment is made as soon as possible to avoid any late fees and/or service interruptions. 

In regards to Mrs. ******’ desired settlement statement, we regret to inform that we cannot waive the entire bill as it is charges for services rendered.  However we do sincerely apologize for any inconvenience that she may have encountered during her time speaking with our call center representatives.

We have made several contact attempts for Mrs. ****** and a message was left with the interpreting service with direct contact information should any future issues arise.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/20/2014 Billing/Collection Issues | Complaint Details Unavailable
5/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We changed our services last June (2013) and have been billed incorrectly ever since. We brought it to the attention of TWC and were given a "work order #" and told a manager would have to approve a refund. The representative verified everything that we were claiming was correct and the errors were made. Since then we have called back every week for the past month and keep being told that it is still "being worked on". The total amount is over $500!! They will not let us speak to the department that our "ticket" was submitted to and who we are waiting on apparently. It was stated it is the IT department and that we will hear from them but obviously this has not happened and it's been two months.

Desired Settlement: Refund and correction made in our current billing

Business Response:

Good evening and thank you for the chance to respond to this complaint.

After reviewing the account, changes were made to the account as stated by Mrs. ******* in her complaint.  Time Warner Cable has made the appropriate adjustments to this account, which are unfortunately, nowhere near the over $500 claimed by Mrs. *******.

On June 26th, 2013, the level of services subscribed to was dropped down to solely our turbo internet service, and a promotional rate extended to the account.  This rate was $44.99 (plus equipment, tax and fees) for 12 months.  After equipment, tax and fees, the monthly billing was $51.39. 

The first two months billing statements after the aforementioned changes had been made to the account had a bill due total of $76.90, a difference of $25.51 for each bill ($51.02).  The next 6 billing statements had a total of $85.03 due on each statement; this was a difference on $33.64 per statement ($168.20).  The last statement prior to this being brought to our attention printed for $88.18, $36.79 difference.  When Mr. ******* called in to question the monthly service rate on 04/23/14, the promotion that was added to his account at this time, prorated $9.02 from the current billing.  This is a total "overage" of $246.99.

On 04/23/14, the *******'s were extended an adjustment of $92.40 to their account.  At the time, they had a balance due of $34.01.  Once that balance was satisfied by the adjustment, the remaining credit balance of $58.39 was process as a refund back to them.  A representative of Time Warner Cable spoke with Mrs. ******* today and advised that the first refund check of $58.39 should be reaching their residence any day.  Given this adjustment already issued, this leaves $154.59 on the account.  This was adjusted to the account, and a manual expedite of the credit amount will be processed back to the *******'s for this amount. 

The adjustments made on the account today were done as a onetime courtesy for Mr. and Mrs. *******.  Per our residential services subscriber agreement (published publicly on the Time Warner Cable website, as well as being signed off on by each customer at the time of installation) clearly states: "You must bring any billing errors to our attention within 30 days of the day you receive the bill or you will waive any right to (in other words, you will not be eligible to receive) a refund or credit." 

Thank you.
Time Warner Cable

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: are phone and internet service keeps going out. we had repair men here 6 times and never fixed the issue. we are paying for service that we might be able to use half the time. We called alot of times and they tried to fix it over the phone and never worked, they told my wife one time that the main guy was going to call her within 24 hrs but never got a call from him. they want there money but don't want to give the service you pay for, and now the neighbors are having the same issues as us. when they set up a service call they make it an hour max, so the repairmen have to push so they can get in and out as fast as they can

Desired Settlement: Time Warner should get out here and fix it once and for all, if it takes longer than 1 hr then so be it, and if they don't want to fix it then we will drop there service

Business Response:

Ms. ****** stated that the services are working.  An area technician providered her with his phone number to contact in the event of futuer issues.  We gave her a credit for 1 month of phone service in the amount of $24.69.  We apologize for any inconvenience. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We were Time Warner customers for over ten years. We discontinued service in January 2014. We made two trips to return all of the equipment that belonged to them. They keep sending bills for the equipment. We spoke with someone on line, and then on the phone, and were told the problem was corrected. Then we received another bill. We spoke on line again and got no help.

Desired Settlement: I expect the charges of $101.32 be removed and I expect a letter informing us that the charges have been removed.

Business Response:

Hello--

All equipment has been removed. A refund in the amount of $156.68 is being processed, which should be expected in approximately 6 weeks via USPS.

Thank you,

Time Warner Cable

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and because I have been told from them before and the matter was not corrected, I will hold satisfaction until the action is completed. 

Regards,

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have durable power of attorney for my Mother who is a subscriber of TWC. Mom is incapacitated and cannot move or speak. I am trying to shut off her service AND pay her balance. (I overlooked her cable service and she now owes for 2 months). She no longer lives in her home as she needs full care around the clock. I have spent hours on the phone with TWC billing, customer service, moving service, etc and I am unable to CANCEL her service because her account is PIN protected even though I am her true and lawful POA as of April 18, 2014. I did not expect to be able to facilitate cancelling over the phone, but expected to be given an address/ dept. within TWC. Instead they want me to go to her Local TWC Store show my documents AND then call them back to try and get them to cancel her account. I work full time and spend my nights/weekends with my Mom. My Mom is dying and I have a husband and family and our 3yr old grandson lives part-time with us. I am overwhelmed with all of our responsibilities and simply do not have time to physically walk into and wait to be helped only to then have to again call their toll-free customer service phone number. Someone, somewhere within TWC should be able to assist me without my having to go somewhere. No other agency has been as unhelpful as TWC during this difficult time; not the IRS, not her mortgage holder, not her bank, not her long-term care insurance carrier, nor Social Security Administration. I am very willing to pay the balance owed, but MUST be able to close the account to prevent the monthly subscription fee from continuing to accrue.

Desired Settlement: As Durable Power of Attorney, I would like to close Mom's TWC account so as not to accrue further fees and I'll pay her 2 month balance. I don't want to have wait til TWC closes her account for non-payment AND then pay her indebtedness.

Business Response:

May 15, 2014

Bradley **********

BBB of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

                               

                                RE:          Customer:  **** ** *******

                                                Case ID:  ********

Dear Mr. **********:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding **** *******’s complaint.

Time Warner Cable has reviewed Ms. *******’s mother’s account (Judith ************) and we have found that there the PIN # on her account is not a valid PIN number and she should have been able to cancel her mother’s account with verifying just the last four digits of her mother’s social security number. Time Warner Cable takes our customer’s privacy very seriously which is why we protect our customers with several security measures. Time Warner Cable apologizes for the difficulty Ms. ******* had with attempting to cancel her mother’s account during such a stressful time for her and her family.

Time Warner Cable has cancelled Ms. ************’s account effective immediately. The remaining balance on her account is $292.30 which is for services from 3/7/14 through 5/6/14. Ms. ******* may pay this balance by calling our customer service department, over the phone via our automated system, via check or money order or at one of our local Sales and Service Centers.

Additionally, Ms. ************ still has 3 pieces of Time Warner Cable owned equipment in her home that will need to be returned as soon as possible. Due to the circumstances we have ordered an empty box sent to Ms. ************’s service address so that Ms. ******* may send her mother’s equipment back to us free of charge so that she would not have to visit one of our local service centers during this stressful time for her. She can expect to receive her return box that will contain a return label within 3 -5 business days. Once she receives this box she will need to place her mother’s cable box (Serial# ********), Arris MTA modem (Serial# ***************) and SMC 4-Port Wireless Router (Serial# ************) in the box that we sent and drop it off at the carrier’s pick up location.

Time Warner Cable apologizes to Ms. ******* for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Sincerely,

Time Warner Cable

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you so very much for your kind assistance!  Thanks again.

Regards,

 

**** *******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have repeatedly called TWC to have my cable fixed. The picture goes on and off. this issue has been happening over a period of two years. They tell me a multitude of different things to avoid fixing the problem.!. they have had me drive out to Mayfair to change my box out three times.2. When I call they tell me they have to send a signal to the box that does nothing!3. They tell me it is my responsibility to reset the box often even several times a month.4. I asked to have service four different times and no one showed up two of the times. I got a phone call at around 9:30 pm for one to give me directions to reset the remote control and He was not coming to the house!5.. Called again on 4/21/14. I was told to wait 72 hours and the problem would resolve it self.6. I called on 4/22/14 and they scheduled an appointment for me. The tech person came out and did not check any thing but told me I must be hitting the wrong buttons. Now there is no picture on the tv!7. I called again on 4/23/14: they will send another tech out tomorrow at 11:00.This is criminal I pay my bill and then get harassed to pay a month in advance. why is this not illegal!!

Desired Settlement: I want a refund for all the times the TV has been out. There have been times when in ********* the cable goes out and they still charge for service with no exception. I have asked and have gotten no where!I wan them to change there policy of charging one month in advance because some people do not pay their bill ( that is what they have told me ). Unethical! I want them to REALY fix the problem with cable in this area or stop providing service that does not meet the global standards.

Consumer Response: Name: ******** ********
Business Name: Time Warner Cable
Email: ***************
Subject: Complaint Question
Comments: 
******** Complaint Type: Business Complaint Date Filed: 4/23/2014 7:00 PM Dispute Center: BBB of Wisconsin (Milwaukee, WI) 10019 W. Greenfield Ave Milwaukee, WI Business ID: ********** Name: Time Warner Cable Address: 1320 N Martin Luther King Dr City: Milwaukee State/County: WI Zip/Postal Code: 53212 Business Phone Number: I never heard from the business but because the cable tv continued to not work; I called several more times and they did tell me that they would issue some type of refund. They sent out a person to rewire the cable through out the house and to the out side poles. FINALLY after a year of not working. The TV cable seems to work now. the internet also working properly. Thank you; some one must have gotten your message. 

Business Response: We have left several messages but have not received a reply.  A no contact letter will be mailed. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: -----refused to give me a refund when i decontinued service when i lived in new berlin…………i was paid thru 2/14/12 and turned in my motum on 3/5/12 at 6.27 pm on s. 108th street west allis 53214 at 6.27 pm and was assured internet would be turned off and i would be credited….i ask to have my cable tv discontinued at 12:ooam on 3/7/12….but check this…the person i talked too on 3/20/12 when i got another bill for .35 cents said oh we just left it on until 3/14/12 because you were paid till that date…i was told a supervisor would call me the next day on 3/21/12 and i am still waiting for that and my REFUND!!!!!!!!!!!!!!!!!!!!!!

Desired Settlement: SOMEONE TOO GET THIS RESOLVED AND MY REFUND ISSUED

Business Response:

May 10, 2014

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

                               

                                RE:          Customer:  ******* **********

                                                Case ID:  ********

Dear Mr. Colmerauer:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ******* **********’s complaint.

Time Warner Cable has reviewed Mr. **********’s account and we have found that on 3/5/12 Mr. ********** contacted Time Warner Cable to disconnect his service. His service was set up for a disconnection after an attempt to retain him as a customer and was scheduled for the disconnection on 3/15/12. Time Warner Cable also has record that Mr. ********** did indeed return his equipment on 3/5/12 and was no longer able to receive his services even though his service was not yet physically disconnected.

Time Warner Cable has determined that Mr. ********** was overcharged by $41.03 for the billing dates of 2/15/12 – 3/5/12 and we have issued a credit on his account for that amount. Additionally, we have requested a refund to be sent to Mr. ********** for this amount and he can expect to receive a check for $41.03 within 4-6 weeks to his address listed in this complaint.

Time Warner Cable apologizes to Mr. ********** for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Sincerely,

Time Warner Cable

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

Additional Notes

Complaint: In the past several months we have had repeated issues with failing equipment/intermittent service. Repeated calls are either not logged (per a Rep I spoke with tonight) or are met with indifference ( I was hung up on tonight). In just the past week we have replaced a DVR box (which was previously replaced because it repeatedly re-booted), with a "new" box acquired at the **** ***** *** ****** ** ***** **** As it turned out the "new" box was actually a refurbished box. (When I called in to complain the rep assured me that many replacement DVR's are refurbished but go through quality checks by TWC techs before being re-used) The "new/refurbished" box IMMEDIATELY failed. It re-booted, was pixelating on many channels, many HD channels were simply unavailable and the remote control response time was extremely slow. I called in to complain and was told that a service tech needed to come out to "verify my experience". That service tech came out today and replaced the "new/refurbished" box with a "brand new, state of the art" DVR box, which, within 3 hours of being setup, re-booted again. That makes 3 DVR boxes that have failed in just the last week. Immediately upon noticing today's failure I called in and spoke with a rep who explained that "all new boxes re-boot a few times on the first day" and that I should "give it some time" before calling to complain again. When I protested this the phone call was dropped. I called back in AGAIN and was told that the connection dropped but someone from TWC immediately attempted to call me back. I have no missed calls on my cell phone to verify this claim. I spent 1 hour on the phone discussing my ongoing problems with getting a satisfactory resolution from TWC. I managed to get through to a "lead" who offered me a discount of $14/month for 1 year (to augment a 1 month credit I received on my previous complaint call) and a chance to have a set top box we don't use to be taken off of our bill. It was explained to me that she could not offer more because we are "currently" under contract at $155/mo. Though, TWC no longer offers contract plans. Neither my wife nor I recalls having signed a contract within the last several years. We did call in to complain some time ago and have a rep offer to lower our monthly bill but I do not recall signing a new contract that locked us in at the current rate. I requested to speak to a manager or supervisor above her but was told that she could not pass me up the chain until I have 3 service calls in a 30 day period. I consider replacing 2 set-top boxes, and potentially a 3rd pending the outcome of Thursday's appointment, having 2 service technicians visiting my house in 4 days and numerous calls to the customer service line in the last several months to be sufficient reason to speak with a manager.

Desired Settlement: We would like a refund on our services for a period of 3 months or, failing that, to be moved off of our supposed contract to one of the new billing packages that offers that same channels at a lower rate.

Business Response:

Wednesday, February 26, 2014

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 02/12/2014, regarding the concerns of:

 

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

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

***** **** **  *****

 

Thank you for forwarding ******* *** *****’s concerns to our attention.  We have contacted Mr. *** ***** to discuss his box issues and have advised that anytime a box is swapped out and they are told it’s a brand new box, it means a “new to you box”.  Time Warner Cable has too many subscribers to have BRAND new boxes for everyone. I advised that anytime that he is having a service issue he will need to contact Time Warner Cable in order for the company to know that there is a problem. Mr. *** ***** is fully aware that we will not be issuing him a credit in the amount of $450.00 as he is requesting. We have credited Mr. *** *****’s account so far $159.47 for services in which was reported on for the first time on 02/05/14, when Mr. *** ***** swapped out the DVR box at one of the Time Warner Cable payment centers.  Nothing was noted and no prior calls regarding a service issue.

 

We have placed a promotional discount on Mr. *** *****’s account in which he will receive the DVR service fee (which is 12.99 per month) free for the next twelve months. This is a savings of $155.88.

 

Mr. *** ***** is fully aware that he is no longer in a Price Lock Guarantee Promotion as of 2/12/14, which is the day that he upgraded his Internet services.  Mr. *** ***** was advised that he has the new customer pricing promotion; however that does not include any of the equipment fees. Mr. *** ***** is fully aware that his new monthly bill will be $142.18 with all taxes and fees per month for the next twelve months unless he removes any of the services that are included in the promotional rating.

 

If ******* *** *****’s needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:00 PM at ###-###-####.

 

 

Sincerely,

 

*******

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

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.

"We have contacted Mr. *** ***** to discuss his box issues and have advised that anytime a box is swapped out and they are told it’s a brand new box, it means a “new to you box”. 

Both the employee at the **** ***** ****** and the tech who came out to replace the DVR box I received from the **** ***** office assured me that I had received a "new" and/or "state of the art" box.  The first I heard that "all" DVR boxes are refurbished was during subsequent conversations/battles with TWC reps.

Advertising a DVR box as "new" and then telling customers that "all new boxes re-boot a while after they are installed.. just give it time" is horrible customer service at the very least.

 

"I advised that anytime that he is having a service issue he will need to contact Time Warner Cable in order for the company to know that there is a problem."

 

I have gone this route with TWC. When I asked a Rep to check my account history I was told ".. some people don't keep notes, some people don't keep good notes" so there's really no way to accurately track the number of complaints a customer has made. 

 

I was also told in a previous call that "any time siginal is dropped and your set-top reboots we can see it in your account history".  Other reps have stated that this is not possible at all, some have said that they can only see this history when a customer calls and they "ping" the box. The last individual I spoke with said they are "monitoring" my account for "pixelating or signal issues". 

 

I'm never sure what to believe when speaking with Time Warner. This is the crux of the issue.  We constantly feel like we are being mis-directed, blamed or being flat out lied to in an effort to get us off the phones.

 

In my view it seems that "resolution" to Time Warner means battling customers until they get frustrated enough to give up.  Most people won't keep calling and keep complaining because they are fed up. I once read that the only way to "win" with TWC is to keep calling, keep complaining, keep making them have to deal with you because it looks bad for their "numbers".  To get frustrated and cut the cord on TWC service just means one less irate customer, which means their "numbers" don't look so bad.  I'm starting to believe this to be true.

 

 

"Nothing was noted and no prior calls regarding a service issue. "

This is a flat out lie. I had called in to complain about service, had techs out to swap cords, check our signal and offer solutions (including purchasing a new router off the tech's truck, of course at a premium price vs. retail) before finally giving up on the DVR set top we had only to be given a "new to me" refurbished box that I was assured was "brand new". Only to have it re-boot immediately upon setup. That is the reason I now have a 3rd different DVR set top in my house since February 1. And the reason for me finally submitting a BBB complaint.

 

"We have placed a promotional discount on Mr. *** *****’s account in which he will receive the DVR service fee (which is 12.99 per month) free for the next twelve months. This is a savings of $155.88."

 

To me this does NOT represent a "savings" as the "price lock guarantee" that we allegedly agreed to (I have not seen this in writing) resulted in our bill being bumped up $10/month once a year, every year, since 2009. That is not a "lock". The "price lock guarantee" automatically rolled over, without warning, PLUS the increase to the point where we were paying $155/month for cable and internet service. The $10/month annual increase being our apparent reward for customer loyalty.

 

My wife was told, in chat, and I was told on the phone that because we were "locked in to a contract" we could not opt out until that contract was up.  However, if we opted out of a contract we never signed we could then sign up for a new, lower cost, plan.  When I asked this question on Monday I was told that the "lower cost" plans would not be cheaper than what we already have when all the "fees" are added back in.

 

A "promotional discount" that "lowers" my bill to an outrageous price is hardly a fair offer for years of terrible service, horrific customer service and an ever increasing bill.

 

 

 

My wife agreed, in chat, to a "lowering" of our bill (that had already been agreed to the night before on the phone) in exchange for "increased internet speed" when internet speed is NOT the problem! The net result of this "lowering" as I understand it was actually a small monthly increase over what was agreed to, by me, the night before on the phone.

 

 

 

I did what I was told to do which is to call in and complain when we have cable issues. I had tech's scheduled to come out. The last tech who came out  called in advance to ask if I still needed his services. When I said "yes" he told me that he wasn't sure if he could help but he'd come out anyways.  He showed up at my door, said "there are guys in the area working on some issues... there's nothing I can do" and left.  He then, as I learned, marked the service call as "cancelled by customer" which is NOT true at all.

 

If calling and speaking to the reps gets me nowhere, complaining until I get to a manager/supervisor leads me to someone who is better trained at re-directing and blocking complaints and having service techs come out, leave and mark the call as "cancelled by customer" what exactly is the point of calling in problems?

 

In my many experiences with TWC customer service I am led to the conclusion that their job is to make people stop calling rather than to resolve issues.  It would seem the reason for articles like this one (***********************************************************************************************************) with quotes like:

 

 "They’re losing subscribers by the bucketful, with no sign of a let-up.

Why are the numbers dropping at TWC? Well for starters, a large percentage of their customers hate them. Passionately."

 

"...they rank at or near the bottom of customer satisfaction surveys for their phone, cable TV, and broadband subscribers."

 

None of what TWC is offering is a satisfactory resolution. I simply gave up on being responded to with stock responses, canned answers and obfuscation. 

 

 

 

"Mr. *** ***** is fully aware that he is no longer in a Price Lock Guarantee Promotion as of 2/12/14, which is the day that he upgraded his Internet services."

 

 

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

Additional Notes

Complaint: WHEN I CHANGED INTERNET, HOME PHONE & CABLE SERVICES THE PROMOTION INCLUDED A $200.00 GIFT CARD. YOUR ACCOUNT WAS TO BE IN GOOD STANDING AFTER 90 DAYS AND A REWARD CARD WOULD BE MAILED IN 4 TO 6 WKS OF MEETING THE 90 DAY MARK. WELL I SWITCHED IN JUNE, MET 90 DAYS IN SEPTEMBER AND AM STILL WAITING FOR THEIR PROMOTIONAL REWARD CARD. EVERYTIME I CALL I AM PUT OFF. LAST MONTH THEY GAVE ME FREE MONTH AND WERE SENDING CARD OUT. WAITED 3 WEEKS STILL NO CARD, CALLED AGAIN AND NOW TOLD CARD WILL BE GOING OUT AGAIN. NOT SURE WHY THEY ARE PROMISING REWARD CARDS FOR SWITCHING TO THEIR SERVICE AND THEN YOU HAVE TO BEG THEM FOR THE CARD. I HAVE CALLED THEM AT LEAST 6 OR 7 TIMES SINCE SEPTEMBER. I AM GETTING NO WHERE WITH THEM. I KNOW SEVERAL OTHER PEOPLE WHO HAVE ALSO HAD TO HOUND THEM FOR TEH PROMOTIONAL REWARD CARD.

Desired Settlement: I WOULD LIKE THE REWARD CARD I WAS PROMISED . I HAVE PAID MY BILL ALL ALONG EXCEPT FOR LAST MONTH WHEN THEY CREDITED MY ACCOUNT BUT STILL DID NOT SEND OUT THE REWARD CARD. AGAIN I AM SO FRUSTRATED WITH THEIR LEVEL OF SERVICE. EVERYONE THAT I HAVE TALKED TO IN THEIR CUSTOMER SERVICE HAS BEEN QUITE HELPFUL. ***** WAS EXTREMELY HELPFUL AND TOLD ME IT WOULD BE TAKEN CARE OF BUT STILL NOT. NO ONE CAN SAY WHY THE GIFT REWARD CARD WASN'T SENT OR WHEN IT WILL BE.  

Business Response:

Wednesday March 12, 2014

BBB of Wisconsin

Dispute Resolution Center

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

Attention: ******* *********** ********** ******** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 2/13/2014, regarding the concerns of:

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

*** ****** **

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

Thank you for forwarding ****** ******’s concerns to our attention.  I called Ms. ****** on several occasions to confirm if she received her reward card, but received no answer.  I left my call back information but received no calls from Ms. ******.

Unfortunately, there was a delay in shipments of the reward cards however, Ms. ****** should have received her reward card by now.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday and Saturday-Sunday anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

*****

Consumer Contact Specialist

Time Warner Cable - Wisconsin

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.

***** did call me once and I was unable to reach her but I did leave her another message today.  I am so tired of this game they are playing.  No one has any idea when the card is coming.  If ***** checks TWC's records, she would see I did call again and spoke with a gentleman at their Cutomer Resolution Center in Milwaukee WI. over 2 weeks ago who assured me I would have the card again in a week.  Guess what....still no card.  I was giving them till the end of the week before contacting them again since I'm sure they still still won't be able to tell me anything new.  My question to them would be, You honestly cannot get your hands on a card after all this time to satisfy a customer complaint, REALLY!!!!!  I would guess I am not the only person looking for their reward card.  This is definitely a lesson learned and I have taken the opportunity to let everyone I can know about the situation I am currently experiencing with TWC and just how long it has been going on.  I have never had such a horrible customer experience with anyone.  People should think twice about choosing TWC especially when it involves a "reward card".   Once again they are not addressing the concern.

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

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/6/2014 Billing/Collection Issues | Complaint Details Unavailable
5/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called into time warner customer service on 4-10-2014 to place a order for home phone service. The rep asked me for my SS# when she asked i point blank asked her id they where going to run my credit. She said no sr we wont its just to verify your account. I never gave them permission to do so. The next day i got a email from transuion telling me there has been a new hard hit on my credit. I have called and told time warner to pull it back off my credit report. They gave me the phone numbers for the credit for me to call. It is against the law to pull my info with out my consent and i want action taken against them.

Desired Settlement: I want them to remove from my credit and figure a way to do something about this. it is not a way to treat customers.

Business Response:

Monday April 21, 2014

BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** **** **** ****** ** *****
Attention: ******* *********** **** ***** ******** **********
RE: File # ********
Dear Mr. **********,
This letter is in response to your letter received 4/14/2014, regarding the concerns of:
****** ** *******
*** ******* ** *** *
***** **** ** *****
We sincerely apologize for causing these concerns for Mr. *******. We listened to the sales call of April
10, in which our representative mistakenly told Mr. ******* that our gathering his Social Security
Number was not for the purpose of a credit check. The very next day, Mr. ******* received an email
notifying him that a hard hit had been generated on his credit report. This was a harmful error on our
part, and again we apologize. The representative is being coached on this error, so that it will not occur
again. Also, we have credited Mr. *******'s account to compensate him for his frustration and
inconvenience.
Mr. ******* also requested that we contact the credit agency and have the hard hit on his credit report
removed (at first we had given him the credit agency's number to call, but he felt that we should make
the call, since it had been our error that caused the problem). We did this on April 17, and Equifax has
confirmed that the hard hit has been changed to a soft hit, so no creditors will be able to see it.
Should you have any additional questions or concerns, please contact me. I may be reached Monday
through Friday, between 9 AM and 6 PM at ###-###-####.
Sincerely,
*** ******
******** ******* **********
Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2014 Billing/Collection Issues | Complaint Details Unavailable
4/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Wednesday, April 9, 2014, Time Warner Cable was contacted to activate cable service in a room over the garage building at the residence. The technician performed some testing and stated that there was no signal from the cable box and a new cable line would need to be run from the box to the building. The cable box is located in the ground just inside the yard area that is between the sidewalk and the street. The technician contacted his supervisor, ****** *******, and stated that ****** had instructed him to run a new cable to the garage building and also to the main house. The cable in the main house has been operating properly, so this portion of the solution was rejected due to complete lack of merit or connection to the garage building issue. Replacing the cable line to the main house was unnecessary work and disruptive to the property. The solution from ****** was to lay an exposed cable across the top of the sidewalk and continue across the yard to the garage building. Leaving an exposed cable across the sidewalk creates an enormous liability for the residence due to the neighborhood heavy foot traffic on the sidewalk. The exposed cable would present a major trip hazard for any and all pedestrians. The technician called an associate that had the proper equipment to bury the cable under the sidewalk. The remaining cable was left exposed from the sidewalk to the building. Both technicians stated that Diggers Hotline would be on the property either that same day, or within 24 hours to mark the area for safety digging. The technician also stated that ****** stated that he placed the order to have the cable buried and it would be done no later than Friday. ****** was contacted later Wednesday afternoon to confirm the burying of the cable and he then stated that it could be up to two weeks before the cable is buried and that he had no control over when the job would be done. ****** was contacted again on Friday, April 11 to state that the cable had still not been buried nor had diggers hotline been to the property. ****** first stated again that he could not control when the job would be done then, upon further questioning, he stated that he could have the job finished but that he would not pay extra for a crew to bury the line sooner and that he was unwilling to do anything to expedite the process or comply with the original time frame of finishing the job by Friday. During the phone conversation ****** frequently interrupted, was not cooperative, was very indignant, acted unprofessionally and stated that he did not care if the customer was upset nor did he care what the customer wanted. ****** further stated that he did not care if the customer was not happy and he was not willing to do anything further to satisfy the customer.

Desired Settlement: Bury the cable on the property as agreed without delay. Reprimand ****** ******* and provide proper customer service training. An appropriate billing adjustment to compensate for the aggravation, disruption and time spent on the issue

Business Response:

Wednesday April 23, 2014

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

Attention: ******* *********** ********** ******** ********* **********

RE: File # ********

Dear Mr. **********,

This letter is in response to your letter received 4/11/2014, regarding the concerns of:

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

**** * **** **

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

Thank you for forwarding ******* *******’s concerns to our attention.  I called the contact number included in the complaint and spoke with Mr. **** ****** who stated Mr. ******* was in a meeting and unavailable.  Mr. ****** stated he was familiar with the complaint and the concerns regarding the cable line lying above ground.

Due to this situation and the concern of the cable line being a possible hazardous condition, due to heavy foot traffic, I was able to escalate the request and our bury crew visited the property yesterday, 4/22/14, to bury the cable line.

I received a message today from Mr. ****** stating that the line was buried and the job had been completed.  He expressed his satisfaction for assisting him with this matter.

In addition, feedback has been provided to our Technical Operations Department.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday and Saturday-Sunday anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

*****

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had multiple issues with Time Warner Cable. Specifically my internet services. I have had to call Time Warner Cable several times to get my internet working. These are a list of the dates I have had to call Time Warner Cable to get my internet rebooted for it to work: 11/21/13, 11/24/13, 7/6/13, 7/20/13, 1/4/14 (both cable and internet not working), 1/17/14, 2/14/14, 3/10/14, 3/12/14, and 3/16/14. When I have to call Time Warner Cable I spend at least 2 hours on the phone with them trying to get the issue resolved. Which takes time away from my Daughter and time away for being able to do homework. Today when I called on an issue related to my internet not working; I called at 10:30am, I was disconnected from someone 2 times, I was told I had to hard wire my laptop for it to work even though I pay for wireless internet, than after wasting over an hour on the phone they finally sent me to tier 3. When I spoke with that gentleman on the phone he informed me my internet service was quarantined again. When the technician came out on 3/15/14 I asked if everything ready to go and if it was going to work. He said it was ready to go. I had to work on 3/15 after the technician left so I was not there to see if the internet worked. I also have asked several times to speak to the corporate office or someone who can insure that my issues will be resolved. I also have a cable wire that is still not buried sense July 2013. When I called in November about an internet issue I asked why my cable was still not buried and they told me an order was never put in. So for months I had to move around that cable to cut my lawn. I also called to set up automatic billing another time and they told me they did set it up. Than a couple months later my services were disconnected. So I had to call them come to find out automatic billing was never set up so than I had to back pay my bill which really upset me because I pay my bills. I have had four routers now through time Warner Cable, all of the wiring replaced and we are still having issues. I waste so much time with this company on the phone trying to get the services I pay for to work.

Desired Settlement: I would like a phone call from the President of the company or someone from their corporate office. I also would like my internet service to keep working. I pay for these services to work not for me to keep calling and having them reboot my internet for it to work. I would also like to no how many hours I have spent talking on the phone with Time Warner Cable trying to get my services fixed.

Business Response:

Wednesday April 2, 2014

BBB of Wisconsin

Dispute Resolution Center

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

Attention: ******* *********** ********** ******** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 3/17/14, regarding the concerns of:

MR ****** ********

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

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

Thank you for forwarding Ms. ****** ****** ********’s concerns to our attention.  I have been unsuccessful in trying to reach Ms. ******** to discuss the service issues she is experiencing.  I have left messages, providing my contact information, on the contact number provided but have received no call backs from the customer.

Currently, I show that the account, **********, is set up with electronic bill statements and recurring monthly payments.

Due to weather constraints on the ability to bury the line that is outside, there is a tentative date of 5/31/14 scheduled to have the line buried.  Please know that the line should be buried around this date and keep in mind that lines cannot be buried if the ground is frozen, excessively wet, or if the technician is unable to access areas needed to complete the work due to locked gates or other obstacles.

*Your workorder has been noted with, “no obstacles”.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday and Saturday-Sunday anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

*****

Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/13/2014 Problems with Product/Service | Complaint Details Unavailable
4/13/2014 Billing/Collection Issues | Complaint Details Unavailable
4/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We called Time Warner Cable on Monday, March 24th to create a bundle with TV, Internet & phone service through Time Warner Cable (TWC). TWC agent quoted us $140/Month on the speaker phone (fiancé listed in as well) for home phone, high speed internet & cable TV. With the bundle package we were offered either 3 months of free premium movie channels (HBO, Cinemax, Showtime, Stars and Movie Channel) or 12 months free HBO. Installation occurred on Thursday, March 27th but the installation technician stated there were no movie channels with our package. We immediately called to inquire and suggested they listen to the recorded conversation from the sale. The TWC agent said they would review the recording and return the call within 3 business days but we did not receive a call. After a week we called again (Thursday, April 3) and the TWC agent activated the movie channels but said we would be billed at full price ($260 per month) and we would need to contact customer service for promo code. I call again Friday am (4/4/13) and talked with 4 people trying to get an answer on this discrepancy but was just transferred from one agent to another. Finally my call was just dropped. One of the four mentioned this was probably an agent error and they could not offer such package. I then called the customer care center for TWC, put on hold waiting for supervisor and after 45 minutes of waiting for a supervisor I was told they would call me back. Talked with 6 TWC employees over the past week and no one can offer a suggestion or give any clear resolution as no one has authority to change anything.

Desired Settlement: Get the quoted price of $140 per month and 3 month free movie package offered.

Business Response:

Monday April 7, 2014

 

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** **** ***** ******** **********

RE: File # *******

 

Dear Mr. **********:

 

This letter is in response to your letter received 4/7/14/2014, regarding the concerns of:

 

                                                                                      *** * ******

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

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

 

I was able to contact and speak with Mr. ****** today at 10:00 AM regarding his billing issues.  I have apologized for the inconvenience he has had trying to get his billing promotion corrected.  He informed me that it was really bad that he had to speak with about ten agents, the many phone calls he had to log trying to reach us.  He also mentioned that he was promised call backs and no one ever did as promised him so this was just an overall experience the last few months. 

 

 I did inform Mr. ****** that I reviewed his account and one of the many agents he spoke with was able to get his promotional rate corrected for him.  At this time he is aware that his monthly rate is $148.48 before tax and $161.05 with tax and this will be for 12 months.  He was also given five Premium Channels HBO/SHO/TMC/MAX/STARZ for three months free.  I have noted my own calendar to check his account to get these removed at that time and he said he would do the same, he thanked me for the call and hung up.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 7:00 AM and 4:00 PM at ###-###-####.

 

 

Sincerely,

****** **

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

Time Warner Cable - Wisconsin

Consumer Response:

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

Better Business Bureau:

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

It was unfortunate that I had to take this route to get what was promised.  Thank you for helping me clear this up.

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/11/2014 Billing/Collection Issues | Complaint Details Unavailable
4/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My promotion cable tv rate expired Dec. 2013. At that time I contacted TWC by phone and negotiated a new monthly rate for my cable tv and internet. Upon receipt of my Jan. 2014 bill the amount was billed incorrectly. Another lengthy phone call to TWC corrected the billing error and I remitted the correct amount. The Feb. 2014 bill arrived to see a past due amount owed plus the incorrect amount for Feb. ANOTHER lengthy phone call to TWC corrected the billing error and I remitted the correct amount. The Mar. 2014 bill arrived to see AGAIN a past due amount and the incorrect amount for Mar. Four different TWC customer service people assured me on FOUR different occasions that the billing errors have been corrected and they have not.

Desired Settlement: I am asking for a credit for all alleged "past due" amounts and the issuance of correct monthly bills without the necessity of my monthly calls to TWC.

Business Response:

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 3/18/2014, regarding the concerns of:

 

**** *******

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

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

 

Thank you for forwarding **** *******’s concerns to our attention.  I called Mrs. ******* and have left a few messages for her with my name and contact information. I wasn’t able to speak with her but; I was able to forward her account to a supervisor to make the correction to her monthly rate as she was quoted.  On 3/254/14 Ms. ******* spoke with the supervisor Wendy and was informed that her rate has been changed to what she was originally quoted of $86.52 and that is with taxes. Ms. ******** is now okay with her corrections and rate to her monthly account. 

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday –Friday between 8 AM and 3PM at ###-###-####.

 

 

Sincerely,

 

****** **

Consumer Contact Specialist

Time Warner Cable - Wisconsin

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 at this time since I have not received next month's bill as of this date.   My issue with TWC is their billing practices which include telling me one thing on the phone then billing me differently than what I have been told.  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,

**** *******

 

 

Business Response:

Good morning,

Ms. ******* spoke directly with a supervisor that explained her monthly rate and billing rate. 

Hey ******, 

This has been taken care of.  I handled this customer myself.  She did call to say you have left a few messages so just fyi, I took care of this, no need for you to touch base with the customer.

Her monthly rate was taken down to 86.52 and I gave her a credit and she owes nothing at this point.  I think her issue is… I told her she has a credit, then she receives a bill in the mail that printed before the changes and she gets confused and upset.  She has to understand sometimes things cross in the mail.  She is at 86.52 which she agreed to and she has a credit balance at this point.  She should be resolved.

 

Thank you,

******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Problems with Product/Service | Complaint Details Unavailable
4/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 3/21/14 Time Warner Cable charged a fee of $7.50 to my account (********************) that I dispute.

Desired Settlement: Reverse the charge and credit my account $7.50.

Business Response:

Tuesday, April 08, 2014

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 04/07/2014, regarding the concerns of:

 

**** ******

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

*********** **  *****

 

Thank you for forwarding **** ******’s concerns to our attention.  I have reviewed the account and the late fee accessed on the account on 3/21/14 was added to the account because the February 28 – March 27 bill that was due on 3/20/14 was not paid on time.  However, as a one-time courtesy I will remove the late fee that was charged. Please be advised that any payments not made on or before the twentieth of every month will be accessed a late fee for all future billings.

 

For future billing concerns please contact our Customer Care Department as this is something that could have been addressed with our Customer Care Agents. 

 

 

If **** ****** needs further assistance please contact Time Warner Cable at ###-###-####.

 

 

Sincerely,

 

*******

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

**** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/7/2014 Billing/Collection Issues | Complaint Details Unavailable
4/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Cable service for my mother was to be cancelled effective on or around 2/6/14 at her assisted living facility. She was hospitalized on 1/30/14 and was unable to return to her apartment and subsequently vacated the facility. I have made contact with Time Warner at least 7 times and spoke to at least 14 people to get this service disconnected. Each call left me with the impression things were resolved only to receive calls and notices about being late on paying for service which we understood had been disconnected. I will not make any future phone calls nor will I pay any bills to this company. My mother is now living in a nursing home with advanced dementia disease and I am her power of attorney trying to resolve this issue for her to no avail.

Desired Settlement: Please show her service disconnected at the assisted living address for February 6, 2014 and adjust your billing accordingly. This has been promised to me as being taken care of several times. I will no longer call or respond to call messages left about this matter. My time too is important. Empower your staff to be able to manage this and not pass the buck.

Business Response: Thursday, March 27, 2014

BBB of Wisconsin

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

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

**** ****** **  *****

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 3/26/2014, regarding the concerns of:

 

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

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

******** **  *****

 

Thank you for forwarding ***** **********’s concerns to our attention.  Unfortunately, I am unable to verify what account it is that needs to be disconnected. Based on the information submitted it would be the address listed above. However that service is not in her mother’s name (which she did not provide) and cannot be disconnected until we speak with the account holder. In order to assist you we will need the account details and a copy of your power of attorney papers so that we can resolve this matter. If your mother has Time Warner Cable equipment that will need to be returned before we can disconnect the account but I will be more than happy to assist you once you have provided the necessary information.

 

 

If ***** **********needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:00 PM at ###-###-####.

 

 

Sincerely,

 

*******

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  I have provided the necessary information to Marisol over the phone and have been assured that the account is now closed with no further action required.

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/31/2014 Billing/Collection Issues | Complaint Details Unavailable
3/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid my bill online and the balance was $126.51 which I paid in full. The account showed a balance of zero. They then added a $7.50 late fee to my account. I asked how this was possible as my account had shown a zero balance? They replied that a new billing cycle had started, which I understand that. Why was the fee added to an account that showed it was paid in full? The gentleman I spoke to kept telling me I paid the bill late & the fee couldn't be added until the new cycle. I don't understand how a fee can be added when the account had zero balance.

Desired Settlement: I don't feel I should be charged a late fee. I can't choose when TWC decides to take the payment out of my checking account. The day I paid the bill it said it was accepted and paid in full. I feel the fee should be removed.

Business Response:

 

Tuesday March 18, 2014

 

BBB of Wisconsin

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

 

Attention: ******* *********** ********** ******** ********* **********

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 3/12/14, regarding the concerns of:

 

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

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

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

Thank you for forwarding ****** ********’s billing concerns to our attention.  I have contacted Ms. ******** on the following dates and times: 3/12/14 at 2:48pm and left a message, 3/13/14 at 2:13pm and left a message and 3/18/14 and left a message all days with my direct contact number and hours.  I haven’t received a callback from Ms. ******** to discuss her billing concerns.   I was able to review the account and see that last payment of $126.51 was posted to her cable account on 3/6/14.  Ms. ********’s due date is the 3rd of each month.  If a payment isn’t received on or before the due it is late and a late fee will be applied. 

Ms. ********’s bill printed for 2/6/14 – 3/11/14 for $126.51 with a due date of 3/3/14 she made the payment in full but, it didn’t post until after her due date and wouldn’t appear on the bill she received it would carry over to the new bill for the following month which is what was questioned.  Anytime changes are made, payments are made after a bill prints all changes, payments will appear on the following statement.  We apologize for any inconvenience this has cause Ms. ********.

 Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday between the hours of 8 AM and 3:00 PM at ###-###-####.

 

Sincerely,

 

******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had several calls to your customer service department and I have ran into constant issues along with a high level of frustration. I have been asked to provide a PIN number even though I have never set one up and refuse to. I had to fight with the customer service to help me with my issue for 30 minutes to even get to my account information as they insisted I had a PIN number on the account! That is unacceptable! Once I had the issue escalated to a supervisor, and was finally able to get the heart of the issue. The issue is that AT&T offered me the following: TV U450 Package 3 DVRs 1 wireless receiver Phone Unlimited phone service US & Canada Internet 24mb service $300.00 cash back I have an over-priced bill for $220/mo with TV Basic TV cable with HBO and Cinemax 2 DVRs 1 digital box Phone US & Canada Internet 30mb service The best deal I was offered was $180.95/mo plus taxes and a silly $200 credit

Desired Settlement: I want the complete bill reduced to $170/mo retro'd to December. and the $200 bill credit.

Business Response:

Thursday, March 27, 2014

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 3/20/2014, regarding the concerns of:

 

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

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

*********** **  *****

 

Thank you for forwarding **** **********’s concerns to our attention.  We have contacted Mr. ********** and provided him with multiple promotional options in which he declined.

 

Mr. ********** spoke with Supervisor ***** who applied a credit of two hundred and twenty dollars and twenty cents to his account. ***** also placed Mr. ********** under a promotional rate of $175.42 pre-tax and $191.11 after taxes based on the services he currently subscribed to. Mr. ********** was given the Digital Services with one standard converter, Extreme Internet and Phone services for $99.97 pre-tax. This does not include his additional equipment and premium channels. Mr. ********** is aware that the total will be $191.11.

 

Mr. **********’s account is still past due $210.42.  If the account is disconnected for Non-Payment all promotional rates are null and void. 

 

***** advised Mr. ********** that he can call her at any time to discuss his account options. Mr. ********** terminated the call with ***** as he was not satisfied with the promotional offer he was given. No further adjustments will be applied to the account.

 

If Mr. ********** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

 

 

Sincerely,

 

*******

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Business Response:

Thursday, March 27, 2014

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

 

Attention: ******* **********, ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 3/20/2014, regarding the concerns of:

 

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

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

*********** **  *****

 

Thank you for forwarding **** **********’s concerns to our attention. Unfortunately, we will not apply any other credits to the account.

 

If Mr. ********** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:00 PM at ###-###-####.

 

 

Sincerely,

*******

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

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.

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

I am refusing as they are not giving my adjustments as previously agreed upon in January.

I will go ahead and move forward with complaints to regulators.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/25/2014 Billing/Collection Issues | Complaint Details Unavailable
3/24/2014 Billing/Collection Issues | Complaint Details Unavailable
3/24/2014 Billing/Collection Issues | Complaint Details Unavailable
3/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We pay for 15Mb/s down and 1Mb/s up, and the average speed is around 5Mb/s down, 1Mb/s up. Then on every Saturday the Internet connection drops to sub DSL speeds (.01 to .001Mb/s down and up). Whenever I call them they insist that it's my wireless router, even though with or without it the problem persists. I explain this to them and they still insist that the problem is with my equipment and has nothing to do with their Internet connection. When I run a speedtest through their website, it reports I'm getting a slightly better connection than what I pay for (normally around 16 or 17Mb/s down) but if I go through speedtest.net or speedof.me they both report about the same, a much lower speed.

Desired Settlement: To fix the issue, maybe to partially refund or discount the service since we've been getting 1/3 of the speeds we pay for for a majority of our use.

Business Response:

 

Monday, March 10, 2013

BBB of Wisconsin

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

**** ****** **  *****

 

Attention: ******* *********** **** ***** ******** **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 2/20/2014, regarding the concerns of:

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

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

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

Thank you for forwarding ****** ********’s concerns to our attention. I have telephoned him and discussed his concern with the internet service he is receiving.  Like the technicians who have consulted on this account in the past, I told him that our Standard internet service is a direct connection from our modem to one computer.  His complaints about speed problems when he tries to connect wirelessly could be caused by his wireless equipment.

But ****** ******** stated in his letter that he is also getting slower speeds  when he connects his TWC modem directly to his computer.   Since that is the case, we would like to schedule a service call free of charge, to investigate this problem.

****** ******** is not an authorized user of the account.  I have made four attempts to reach the account holder ** ******** by telephone, leaving messages  explaining that we need to have him (or **** ********, who is authorized) call us to set up the service call and/or authorize ****** on the account.

So far, we have not heard back from ** ******** or **** ********.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday through Friday from 9 AM to 6 PM at ###-###-####, or a voice mail message can be left.

Sincerely,

 

*** ******

Consumer Contact Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed chapter 13 bankruptcy in October 2013, November 2013 I called to get cable through Time Warner, they were not aware of the bankruptcy so I provided the case information and the gentleman on the phone said I can set up service. I was not ready yet but today I called to obtain service and the woman I talked to on the phone said I would have service with in 24hrs I just have to go to the store at ******* **** and get the box which I did not understand, I wanted the cable without the box. Anyways, I got to the store and the CSR stated I have an $1,100.00 bill for equipment from back in February 2009. I KNOW I returned the modem and box and tons of cables. I was never told this before. Now I am being denied service. They had already taken payment for the first month of service out of my account.

Desired Settlement: I want the opportunity to have service being this issue was under bankruptcy and over 5yrs ago.

Business Response:

Monday, March 17, 2014

 

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 3/06/2014, regarding the concerns of:

 

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

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

********** **  *****

 

Thank you for forwarding ****** ******’s concerns to our attention.  We have attempted to contact ****** ****** on several occasions without success. Unfortunately, we are not able to install ****** ****** with cable services until the balance on the acct is paid in full. ****** ****** was previously advised that Time Warner Cable was not included in the bankruptcy that she provided us with. I show that there is outstanding equipment that remains on her account which would not have been included in the bankruptcy.  Unless ****** ****** can provide Time Warner Cable with proof of bankruptcy for this account the balance will remain at $1547.40 with the equipment charges $ 372.40 once equipment is returned. ****** ****** will have to provide a receipt showing equipment was returned as we have no record of any equipment ever being returned.

 

I show that we have an active customer at the above listed address with the same last name.

 

 

If ****** ****** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

 

 

Sincerely,

 

*******

Time Warner Cable - Wisconsin

 

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently moved in to this apartment complex and signed up for Time Warner Cable. I spoke to a local agent and was told I would receive this special promotion for one full year. In my first statement from the company, I am now receiving a notice that all prices are increasing and there is now a "new fee" called the "Broadcast TV Fee" for $2.25 and everything else from cable to internet has increased. I called tonight to speak to an agent only to get an agent named Jose who had absolutely no idea what I was trying to explain since my call was transferred to the ***********. He just kept repeating that my bill is $142.94 - which I already knew. He then asked if my bill was wrong and was confused again. I explained again that I'm questing the enclosed statement stating "New monthly prices effective on your next billing statement". He then seemed even more confused and just kept saying "one moment, one moment, one moment". I finally asked to speak to a Supervisor and was disconnected after waiting over 15 minutes on hold. This is my first month with Time Warner Cable and I'm already having issues - I expect an apology and some sort of compensation for the next full year, free HBO, etc. or something - you've definitely left a bad taste in my mouth. If

Desired Settlement: I'm currently under no contract with your company at this time. I expect some sort of compensation on this bill or some sort of special, etc. going forward for a few months. Train your agents better. If the first response from your company / agents isn't satisfactory to me, I will drop your company in a heartbeat and give back all of the equipment back to my local office that day. AT&T has many cheaper offers in this area and I should have gone with them in the first place.

Business Response:

 

Wednesday March 12, 2014

 

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

 

Attention: ******* **********, ********** ******** ********* **********

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 3/5/14, regarding the concerns of:

 

***** ****

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

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

 

Thank you for forwarding ***** ****’s concerns to our attention.  I have contacted Mr. **** and apologized for the billing issues he had regarding service rate changes.  He has been informed that the new rate changes do not apply to him because he is currently in a special priced promotion for 12 months.  I explained that at the end of his 12 month promotion he will then incur the new rates added to his billing each month.  He was okay with that.  Mr. **** then requested that I remove the Digital Variety service from his account and I also completed that for him and gave him his new rate. Mr. **** is okay with his monthly billing at this time and we ended the call.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday between the hours of 8 AM and 3:00 PM at ###-###-####.

 

Sincerely,

 

******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

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 somewhat satisfactory to me.  I am disappointed that Time Warner Cable did not offer me a discount or something further for the time I've spent with this and will not be considering them in the future if I move.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: HI THIS IS ***** *******. I HAD TIME WARNER CABLE COME OUT ON FRI FEB 8 2014 TO UPGRADE MY SERVICE. THE SERVICE WAS IN MY BROTHERS NAME AND HE SWITCH IT OVER TO PUT IT IN MY NAME. IN HIS NAME WE HAVE 3 TVS THAT WERE ACTIVE ON THE ACCOUNT. WE HAD ANOTHER 2 OUTLETS ACTIVATED WITH NO TV. WHEN I CALLED UP TIME WARNER TO UPGRADE THE SERVICE THE REPRESENATIVE ASK ME HOW MANY TVS I NEEDED HOOK UP. I SAID 3 TVS. THEY WERE THE SAME ON MY BROTHERS ACCOUNT. WHEN THEY CAME TO UPGRADE MY SERVICE THEY TOOK ONE BOX AWAY AND GAVE A NEW BOX TO MY ROOMATE UPSTAIRS. THEY TOOK MY OLD ROOMATE BOX BECAUSE THE NEW BOX GOES WITH THE UPGRADE I GOT. I HAD SUB CONTRACTERS CAME WHICH I HATE. I ALWAYS HAD 3 TVS ACTIVATE ON THE ACCOUNT EVEN WHEN IT WAS IN MY BROTHERS NAME. TECH TOLD ME ON THE WORK ORDER THEY JUST ACTIVATING ONE OUTLET WITH A TV. HE WOULD HAVE TO CHARGE ME 0 EACH FOR THE OTHER TVS DOWNSTAIRS. THE REPRESENATIVE TOLD ME WHEN I ORDER NOTHING ABOUT ME BEING A CHARGE 20 AN OUTLET TO HOOK UP. THE OUTLET WERE ALREADY ACTIVATED WHEN MY BROTHER HAD IT IN HIS NAME. I SHOULDNT HAVE TO PAY 20 FOR THE 2 OUTLETS THEY DID. WHEN THEY WERE DONE I CALLED UP CUSTOMER SERVICE AND SPEAK TO A MANAGER ABOUT MY PROBLEM WITH MY UPGRADE. THE MANAGER LISTEN TO WHAT I HAD TO SAY. HE ALSO TOLD ME THERE WAS A 30 CHARGE FOR INSTALLING EVERYTHING. I TOLD THE MANAGER WHEN I CALLED UP AND ORDER MY UPGRADE THEY DIDNT TELL ME THERE WAS GOING TO BE A CHARGE FOR INSTALLING. THE MANAGER WAVED ALL THE CHARGES FOR ME. I TOLD THE MANAGER THANKS AND THAT TIME WARNER SUCKS. TIME WARNER LIES TO THEIR CUSTOMERS WHICH I DONT LIKE. I DESERVE A MONTH OF FREE SERVICE IN ADDITION TO THEM WAVING THE FEES FOR MY INSTALL WHICH WERE 97.

Desired Settlement: I would like some kind of credit given to me for them not telling the truth to me about all the chargers I was going to credit.

Business Response: Dear Ms. ********,
This letter is in response to your letter received 3/12/2014, regarding the concerns of:
***** *******
**** * **** **
********** ** **********
I spoke with Mr. ******* on 3/13/14 regarding his complaint. On 3/2/14, the Time Warner Cable Account
name was changed from Thomas ******* to ***** *******. On 3/7/14, a Technician came to Mr.
*******'s house to upgrade the level of his Cable service and install an HD Cable box; as well as upgrade
the level/speed of his Internet service. There were (2) Installation Fees incurred, a $39.99 + tax Truck
Trip and (2) Additional Outlet Fees, each $19.99 + tax. The total amount billed was $88.45.
Mr. ******* contacted our office on 3/7/14 to inquire on billing and dispute the Installation Fees charged
to the account, stating he was not informed of the fees when scheduling his Installation appointment.
The fees were removed on 3/7/14, as a courtesy to Mr. *******.
I additionally offered Mr. ******* a $20 1x Courtesy Credit, due to his inconvenience. Mr. ******* stated
he found the offer acceptable.
Mr. *******'s current account balance is $74.05, after all credits applied. This balance covers services
through 4/1/14. The due date is 3/22/14.
If Mr. ******* needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
******** ******* **********
Time Warner Cable - Wisconsin

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Time Warner about switching from **** to their services which stated that you would receive a free Samsung Tablet. The saleperson on the phone spoke to me about the different internet products that I was interested in and I agreed to the Ultimate internet service, Time Warner's most expensive service. He then informed me that I would receive the free tablet within 2-3 months, provided that I showed proof of my account ending with **** (I do have that) and that to start the process I would receive a card in my postal mail. When I did not receive the postcard, I went to my local Time Warner office, where the customer service clerk verified that I was to receive the tablet, but she could not figure out why she could not get me a redemption code. After many phone calls and being transferred back and forth, today I was told that I never qualified in the first place. Time Warner did give me a "free" month, but the main reason I switched was that the table itself was worth almost $200 and I can use that for my classwork.

Desired Settlement: Time Warner needs to train their representatives better, I had not one, but TWO different customer service agents tell me I was to get the free tablet. I am very dissapointed that they are misleding people.

Business Response:

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

Attention: ******* *********** ********** ******** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 02/8/2014, regarding the concerns of:

******** * ****

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

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

Thank you for forwarding Ms. ****’s promotion concerns to our attention.  We placed Ms. **** on an exception list to receive the Samsung Galaxy Tablet offer.

Ms. **** should receive the Tablet within 6-8 weeks from yesterday’s date (3/11/14), this includes processing time for fulfillment and delivery time.

I apologize for any inconvenience this may have caused and thank you for your continued patience while we found a resolution to the problem.

Should you have any additional questions or concerns regarding this issue, please feel free to contact me.  I may be reached Monday – Wednesday and Saturday-Sunday anytime between the hours of 8:00 AM and 4:00 PM at ###-###-####.

 

Sincerely,

*****

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer Response:

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

Better Business Bureau:

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

I did not expect this type of resolution, just wanted Time Warner to realize that their sales staff should not make promises of services or goods just to get a sale. If it had happened once, I most likely would not have issued a complaint, but, it occurred twice, with two separate sales representatives in two separate locations. Training was not done to the fullest in regards to their promotion.

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, I ordered service December 2013 for the installation date of January 16, 2013. A few days later around December 21, 2013, Time Warner charged me $108.91 for the first month of service, although my service did not start until January 2014. The representative explained to me that I had to pay $108.91 up front for the first months bill, I had no problem with this. After installation I was overall unsatisfied with my internet service and cable, so I called into the 1-800 number. The rep explained to me that I would need to return the equipment to the store in order for the service to be cancelled. I hung up and returned the merchandise back to the store. Yet, they still did not cancel my service. In fact I was actually billed the next day. The rep explained I would get a refund, but after a week of no refund to my account I called Time Warner again, the lady kept me on hold for an hour as she said that I was charged twice in one month for the same service. I explained that my bank account was over drawn and that I was being charged for a service I cancelled. She told me not to worry they would put all the money back on Friday. That never happened. I called again, a few days ago and another rep told me that I was quoted the wrong price on the phone for the service I originally received, so I was being billed for that. How is your employee's mistake, my fault? She said they would credit me back $108.00 for the month of service I paid for, but refused to reverse the other charge to my account for a mistake their employee made. I'm just asking that I get my refund of $108.91 and the $28.90, I have received because of the mistake made by Time Warner. Thank you.

Desired Settlement: $108.91 plus the $28.90 to my account, because my bank account is in the negative due to your employee's mistake. Please be sure all my services are cancelled, because I was told to bring in the equipment and they would be. Yet, Time warner is claiming that never happened.

Business Response:

 

February 28, 2014

 

 

BBB of Wisconsin

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

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

 

Attention: ******* *********** **** ***** ******** **********

 

Re: File # *******

 

Dear Mr. **********,

 

This reply is in response to your letter received February 26, 2014 regarding the concerns of:

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

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

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

Thank you for providing us with the opportunity to address Ms. ****’s concerns.

 

Investigating the account, I learned that during the time the account was active, Time Warner Cable credited the account $132.13 ($76.84 on February 10, and $55.29 on February 11).  When she chose to terminate the account and receive her 30 day money back guarantee, these credits plus the prorates on the account led to a refund of $125.56 being generated for her. This means that she has been compensated $257.69, which is more than the $137.43 ($108.97 on December 17, plus $28.46 on February 6) that she paid to Time Warner Cable.

 

I spoke with Ms. **** on February 28, 2014 and went over this information, and made sure that she is comfortable with the amount that she has been compensated. She said that she is satisfied.

 

Should you or Ms. **** have any additional questions or concerns, please feel free to contact me.  I may be reached Monday through Friday between 9 AM and 6 PM at ###-###-####.  Also, a voice mail message can be left at that telephone number.

 

 

Sincerely,

 

 

*** ******

Consumer Contact Specialist

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2014 Billing/Collection Issues | Complaint Details Unavailable
3/10/2014 Problems with Product/Service | Complaint Details Unavailable
3/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my Time Warner account on Saturday the 16th of November. I was told i needed to turn in the boxes and I didn't owe anything. In face they told me I would be getting a $30 rebate because I ended my services a week early. I turned in my boxes and internet modem on Monday the 18th. The man working the counter inspected them and said they were in good condition then scanned them in. I did not owe anything because i was paying every month a month in advance. In the middle of December I received a letter from a collection agency called credit management saying i owed $141 to Time Warner cable. Immediately I called Time Warner cable and they told me it was their mistake and they would fix it for me. I thought the problem was solved. Around the begging of January i received another letter from credit management saying that i still owed the $141. I again called Time Warner cable and they said again that they had taken care of it. But of course I received another letter the beginning of February saying that I still owed the $141. I again called Time Warner cable and the guy told me that no one had actually applied the credit and they had only put it in my account notes. It was to late of course because now it is sitting there on my credit report!!! I have never been late on any of my accounts and for some company to just come in and take my perfect record away because they were careless is completely unacceptable.

Desired Settlement: I wasn't going to ask for my $30 that was still owed to me for cancelling my services early but now i feel like it is the least that could be done. I also want Time Warner cable to go to all the credit bureaus and take that off my credit report. Time Warner cable completely defrauded me and caused a huge headache all because they were upset i canceled my services. They need to grow up.

Business Response: BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** ****
**** ****** ** *****
Attention: ******** ********* ********** ******** ********* **********
RE: File # *******
Dear Ms. ********,
This letter is in response to your letter received 2/25/2014, regarding the concerns of:
***** *******
**** **** **
******** ** **********
Per our records, Mr. ******* contacted our office on 11/16/13 requesting to cancel his Cable, Internet
and Phone services. A disconnection order was placed with a stop bill date of 11/28/13.
The last payment made on Mr. *******'s account dated 10/26/13, was for $142.20. This payment
covered his services through 11/01/13, *not including a prorated charge of $3 .38 for upgrading to
Disney On Demand (10/1O/13-11/01/13) and an Administrative Late Fee of $7.92 dated (10/25/13).
Bringing the total balance owed through 11/01/13 to $153.50.
Mr. *******'s account was adjusted, as a courtesy to bring it to a zero balance. In addition, as a
courtesy, an Administrative Late Fee in the amount of $7.92 dated 11/25/13 was removed from the
account as well as a $4.00 charge for an unreturned Remote Control.
This will generate a refund in the amount of $11.94, which will take 4-6 weeks to receive.
Mr. *******'s account is being removed from the Credit Bureaus. This will take 10-14 business days to
update on their report.
If Mr. ******* needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
Consumer Contact Specialist
Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Time Warner with drew $376.46 when I changed the Auto-Pay over a month ago. They said they would reverse the transaction with in (7) to (10) days - I said that is not fast enough. "That is the best we can do"

Business Response:

 

Wednesday, February 26, 2014

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 02/25/2014, regarding the concerns of:

 

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

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

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

 

Thank you for forwarding ****** ************’s concerns to our attention.  We have contacted Mr. ************ to speak with him regarding his credit card being refunded for $376.46.  I apologized for the inconvenience this may have caused him while waiting to be refunded.  Mr. ************ was upset because he was informed that it would take the normal 7-10 business days for us to refund him his money back to his credit card.  Our normal refund process is the 7-10 business days however, due to the error made with his payment to us I was able to get his refund request sooner.  I have informed Mr. ************ as of 2/25/14 that it will be 2-3 days from 2/25/14 he will have his refund back to his credit card.  He was okay with that and will wait for this to appear on his card. 

If ****** ************ needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 3:00 PM at ###-###-####.

 

 

Sincerely,

 

******

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2014 Problems with Product/Service | Complaint Details Unavailable
3/4/2014 Problems with Product/Service
3/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I switched my cable provider away from Time Warner in September 2013 and continue to be billed from them. I turned in my cable box and have been calling every month to try and cancel the service. Each time I get put on hold and then eventually get disconnected. When I call back they promise to solve the problem and reimburse me for the 3 months, but so far nothing. My last encounter seemed more promising the customer support rep gave me his name and email and said he would surely research issue and get back to me following day. It's been several days and I've heard nothing other than from their billing department stating that I am past due on my bill since I stopped auto payment this month.

Desired Settlement: I would like to be refunded for three months of service and also any possible credit claim cleared, I stopped payment and they continue to bill me so I'm worried it will impact my credit.

Business Response:

 

Wednesday February 5, 2014

 

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 1/31/2014, regarding the concerns of:

 

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

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

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

 

Thank you for forwarding ****** **********’s concerns to our attention.  I have spoken with Mr. ********** today 2/5/14 regarding his services not being disconnected in.  I apologized for the inconvenience there has been for not getting his services disconnected when requested.  Mr. ********** states that he has been trying to contact us since October 2013 to have his services disconnected.  He also says that he has spoken with our Customer Services agents and our Business Class agents and no one was able to assist him with the disconnection request.  Mr. ********** says he has been told that it would be taken care of for him, that we couldn’t find his account under Residential service or Business Class services.   He says that there were several times that he was on hold and hung up on.  Mr. ********** also informed me that he was never told to return the equipment when speaking with an agent.  Our agents are trained to provide customers with all payment center locations if a customer is requesting a disconnection. 

 

I have researched all the accounts that Mr. ********** has had with us and found three accounts ********, ******** and the recent *********.  All the accounts are listed under his wife’s name ***** **********.  I reviewed all the accounts to see if there were notes of a request to cancel this service back in October 2013 and the accounts haven’t been touched by any agent to note speaking with him.  In his complaint he is requesting that we credit him back to October 2013 however, he returned the equipment back to Time Warner Cable on 12/5/13.  This shows on his account as active equipment in the customer’s home October, November and December so he was billed for the services.  At that time the eq was removed from the account on 12/5/13 but the services were not disconnected as it should have been that day.  I was able to have the services disconnected as of 12/5/13 and the billing was backdated to that date as well.

 

The billing he received during that time was backdated to 12/5/13 and gave a prorated credit to the bill of $113.42 and leaves a refund of $39.55 to cover the billing received after returning the equipment.  Unfortunately, we do not have any documentation or any notes on any of the accounts of him calling our office about the service until 12/6/13.  He’s very upset and feels we’ve shown him poor customer service by not honoring him additional credit for October and November.  We’re sorry that his feels this way and have to follow our guidelines for providing credit to customers and there isn’t any documentation for that time period that’s being requested.  Mr. ********** says he will continue this again with the BBB.

 

 

If Mr. ********** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 3:00 PM at ###-###-####.

 

 

Sincerely,

 

******

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer Response:

I called repeatedly throughout October, November, December and January.  Their customer service could not find my account and therefore could not make any notes regarding my issue.  They simply kept me on the line and evetually hung up.

I am in no way satisified with the response from Time Warner and have no faith that they will reimburse me for October and November 2013 after I had already switched services.

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.

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

Regards,

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

 

 

Business Response:

 

As previously advised,

Thank you for forwarding ****** **********’s concerns to our attention.  I have spoken with Mr. ********** today 2/5/14 regarding his services not being disconnected in.  I apologized for the inconvenience there has been for not getting his services disconnected when requested.  Mr. ********** states that he has been trying to contact us since October 2013 to have his services disconnected.  He also says that he has spoken with our Customer Services agents and our Business Class agents and no one was able to assist him with the disconnection request.  Mr. ********** says he has been told that it would be taken care of for him, that we couldn’t find his account under Residential service or Business Class services.   He says that there were several times that he was on hold and hung up on.  Mr. ********** also informed me that he was never told to return the equipment when speaking with an agent.  Our agents are trained to provide customers with all payment center locations if a customer is requesting a disconnection. 

 

I have researched all the accounts that Mr. ********** has had with us and found three accounts ********, ******** and the recent *********.  All the accounts are listed under his wife’s name ***** **********.  I reviewed all the accounts to see if there were notes of a request to cancel this service back in October 2013 and the accounts haven’t been touched by any agent to note speaking with him.  In his complaint he is requesting that we credit him back to October 2013 however, he returned the equipment back to Time Warner Cable on 12/5/13.  This shows on his account as active equipment in the customer’s home October, November and December so he was billed for the services.  At that time the eq was removed from the account on 12/5/13 but the services were not disconnected as it should have been that day.  I was able to have the services disconnected as of 12/5/13 and the billing was backdated to that date as well.

 

The billing he received during that time was backdated to 12/5/13 and gave a prorated credit to the bill of $113.42 and leaves a refund of $39.55 to cover the billing received after returning the equipment.  Unfortunately, we do not have any documentation or any notes on any of the accounts of him calling our office about the service until 12/6/13.  He’s very upset and feels we’ve shown him poor customer service by not honoring him additional credit for October and November.  We’re sorry that his feels this way and have to follow our guidelines for providing credit to customers and there isn’t any documentation for that time period that’s being requested.  Mr. ********** says he will continue this again with the BBB.

 

 

If Mr. ********** needs further assistance please contact Time Warner Cable at ***************

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 3:00 PM at ###-###-####*

 

 

Sincerely,

 

******

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/1/2014 Problems with Product/Service | Complaint Details Unavailable
2/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled service with Time Warner Cable. Not only did it take 2 weeks to cancel my service from time of contact, they continued to charge me for services. Right after cancellation of my service, I also cancelled my automated monthly payment. The statement after my cancellation had a credit balance of $5.73. I received this statement on January 16, 2014. However, on February 6, I was still charged $90.83 that was automatically deducted from my account. I was then told by customer service they would refund both amounts in 4 to 5 weeks. My chat transcript with them is below. Chat Transcript Below User ***_ has entered room Analyst ******* has entered room *******>Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is ******* and I would be happy to help you. *******>How are you doing today? ***_>I was doing well until I saw the charges against my checking account today. *******>Glad to hear that. *******>Okay. *******>I apologize for the inconvenience caused to you. *******>Please allow me couple of minutes while I check this for you. *******>Please provide me the service address registered under your account. *******>Thank you for the Information. *******>Thank you for waiting. *******>Thank you for your patience. *******>Sorry for the delay. *******>I have checked your account and I see that the payment has been processed for $90.83 but there is an credit balance on the account for -$96.56. *******>You will get a refund check in 4 to 5 weeks. ***_>Since I cancelled the automatic withdraw online when I cancelled my service, will this now be cancelled as well or will I need to continue to watch for future charges? This is unacceptable that you charge a customer after they both cancel service and cancel automatic withdrawal. *******>I would like to inform you that it takes 1 billing cycle to cancel the auto payment. ***_>Regardless, it should have never occurred in the first place when my balance due was a negative $5.73. I hope places you do business with continue to charge you after you stop doing business with them and you keep extra money in your account to just cover these charges and then wait 4 to 5 weeks for your money. If I paid you 4 to 5 weeks late, I would get charged a late fee. What will you do for me but just refund what I had coming (the $5.73), plus the money you should never have deducted in the first place. ***_>I will file this transcript with the BBB so they are aware of your business practices. *******>Okay. ***_>Is there anything else you want to communicate about this matter, or should we end the chat so I can get the transcript via e-mail to file? *******>Please wait. *******>One moment please. *******>Let me transfer this chat to our escalation team as they will help you to get the issue resolved at the earliest. *******>Do you have any further questions before I transfer this chat? ***_>no, but I do see you have a significant number of BBB complaints already *******>Thank you. *******>I am sorry we do not have any number that is why I am transferring the chat to our higher authority. *******>Please do not close the chat window while the chat is being transferred. *******>Again, my name is *******. Thank you for chatting with Time Warner Cable. We value you as a customer and are here to assist you 24 hours a day, 7 days a week. *******>Please wait, while the problem is escalated to another analyst Analyst ******* has left room This was escalated to another analyst who said they refunded the money to my account, but I don't see that having processed yet. I'll continue to watch.

Desired Settlement: I want a refund immediately, not in 4 to 5 weeks. I also want the BBB to be aware of what seem unreasonable time frames for terminating service (two weeks seems excessive) and that Time Warner continues to bill customers after service cancellation. I see other firms end up on the news for engaging in practices such as these.

Business Response:

 

February 22, 2014
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** **** ***
********** ** *****
Attention: ******* *********** **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This reply is in response to your letter received February 07, 2014, regarding the concerns of:
*** ******
**** ********* ****
*** ***** ** **********

Thank you for providing us with the opportunity to address Mr. ******'s billing concerns.

Our records indicate that we were contacted on 01/02/2014 with a request to disconnect Mr. ******'s service. The agent who assisted Mr. ****** scheduled the disconnection order incorrectly which caused a delay in the stop bill date.

Mr. ****** used the Time Warner Cable online bill pay system to make his monthly payments on a recurring basis. It appears that the
recurring payment authorization was not canceled until 01/14/2014 which was after the 01/10/2014 statement printed. As of the statement date, Mr. ******'s payment was shown as pending both online and on his account awaiting the due date of 02/05/2014. As a result, the payment would have processed as usual. Mr. ****** would have been able to see the status of his current recurring payment online as well after the recurring payment authorization was canceled. As a courtesy, we arranged for the payment amount of $90.83 to be refunded to Mr. ******'s credit card which processed on 02/08/2014.

Mr. ******'s account has been prorated to reflect the date he initially contacted us to disconnect the service, 01/02/2014, which resulted in an additional refund of $36.21, making the total refund amount, (excluding the 02/05/2014 payment), $.41.94. This refund process began on 02/18/2014.

We apologize for any inconvenience caused and have shared this information with our leadership team for coaching purposes.
Should you or Mr. ****** have any additional questions or concems, please feel free to contact me. I may be reached Tuesday through
Saturday, between the hours of 6:00AM and 2:30PM at ***** ********.
Sincerely,
**** *****
Consumer Contact Specialist

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,

 

*** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/22/2014 Billing/Collection Issues | Complaint Details Unavailable
2/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife ordered time Warner services on December 24, 2013. Services were never installed. She called and was told the service man came out and turned the services on from the outside. If serviceman turned service on he never came into check. After a week or so time Warner was called and we made another apt. We later decided not to get the services and ask for a refund. After calling time Warner they said they had no record of deposit . I then contacted my card company and got a copy of receipt paying the deposit in the amount $47.01 of witch they claim not to have a copy of. The deposit was made on 12/24/13.

Desired Settlement: Make refund in the amount that was taken from my account $47.01

Business Response:

February 10, 2014

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

Attention: ******* *********** ********** ******** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 1/30/2014, regarding the concerns of:

****** *****

**** * **** **

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

Thank you for forwarding Andrew *****’s concerns to our attention.  I spoke with Mr. ***** on 2/10/14 and discussed his installation experience and billing status on his account.

Our records show that the COD amount of $47.01 was posted to the Time Warner Cable account on 12/23/13.  Mr. ***** stated his cable TV service have not been working since 12/27/13 (installation date). 

On 12/31/13, Ms. ***** spoke with a Time Warner Cable representative regarding no service since install and the representative applied an adjustment of $40.00 plus tax on the account.  A service appointment was set up and scheduled for 1/3/14 however, it was cancel by the customer as they no longer wanted a technician to visit their home and decided to cancel the account.  Unfortunately, a disconnect request was not entered on the account and billing continued.  At this time the account had a credit balance of $18.55.

Our records show that on 1/13/14, an old debt from an older account (********), in Mr. *****s name, in the amount of $77.13 was located and linked to his current account (*********).  At this time, the account had a balance of $58.58.

I offered to schedule another appointment with Mr. ***** to have a technician visit the home and repair the problem but again he declined.  Mr. ***** insisted on cancelling his account and stop the billing.

A disconnect was entered on the account and backdated to 12/27/13.  With the old debt that was applied to the account and the billing adjustments made to his account, a balance of $14.36 was remaining on the account.  I offered Mr. ***** an additional credit of $14.36 to zero out the balance on the account however, he understood that no refund would be due back to him since he was already applied a $40.00 credit on 12/31/13 and in addition  we backdated his charges to his original install date. Mr. ***** agreed to no refund due back to him.  Mr. ***** stated he was satisfied with our resolution.  Furthermore,  feedback will be provided to our Technical Operations Department regarding services that were not working since the installation date.

Should you have any additional questions or concerns regarding this issue, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

 

Sincerely,

*****

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I Contacted them 7 times over the past 2 months. The last 3 times were 11/6/13, 12/18/13 and 12/26/13. my reference number for the request is ********. I have been trying to get DVR and internet up grade in my home. I was promised the equipment in 3-5 business days each time I contacted them. As of this date I have not received the equipment and I am being billed at a higher rate for what I currently have then I would be after I change my service. They always blame someone else for botching up the order. I have transcripts of all my chats with them.

Desired Settlement: I just want my upgrade or cheaper monthly payments.

Business Response:

January 12, 2014

BBB of Wisconsin

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

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

**** ****** **  *****

Attention: ******* *********** ********** ******** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 12/30/2013, regarding the concerns of:

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

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

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

Thank you for forwarding ***** ********* concerns to our attention.  I spoke with Mr. ********* on 1/5/14 regarding his experience when trying to add services to his account.  I show that an order was placed on 9/22/13, to have 1 digital tuning adapter mailed to Mr. ********* residence via FedEx.  Per tracking number, ***************, the delivery date of this piece of equipment is 10/1/13 at approximately 11:51 AM which was left at the front door.

Please know that orders that are received Fri-Sun are shipped the next business day and Sunday orders that are entered after 4:00 PM are shipped Tuesday.  Allow 2-3 business days for shipment arrival.

I show that on 12/26/13, a order was entered to add 2 HD DVR boxes and a Wireless modem, unfortunately the order was not entered correctly which resulted the order to be delayed.  On 12/30/13, the order was corrected and the equipment was delivered on 1/2/14 per tracking numbers: **************** **************** ***************.  Mr. ********* stated that he refused the delivery of the equipment and FedEx took back the equipment.

When I spoke with Mr. *********, he expressed his dissatisfaction about receiving incorrect information when chatting online with a Time Warner Cable Chat representative.  I apologized to Mr. ********* for any inconvenience or frustration this may have caused.  I offered to make things right by helping to reduce his monthly rate or apply an adjustment on his account for the issues he experienced.  Mr. ********* declined and stated he would be disconnecting services.  I provided Mr. ********* with my contact information in case he would change his mind.  I received no calls from Mr. ********* and show a disconnect on the account as of 1/10/2014.

Should you or Mr. ********* have any additional questions or concerns regarding this issue, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

*****

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer Response: On Sun, Feb 16, 2014 at 5:52 PM, ***** ********* ******************* wrote:

Bradley,
 
I was going to wait until the end of the next billing cycle which ended
February 12th, but I received A check of $46.73 from Time Warner for the
amount that I over paid on my last bill.  I have not gotten any more
threats, so I think this matter is closed.  Thank you for your help.  If
you wouldn't have gotten involved I don't think this matter would have been
resolved as soon as it was.
 
***** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Called time warner to set up service and installation for internet service. I had to cancel the appt, due to father passing away. 2 weeks later, I saw on my credit card, that Time Warner was billing me the monthly service charge. They had never installed anything. I called and immediatly put a stop payment on the charge. I called to reschedule the installation, and was told they could not, due to an outstanding balance. The balance was the amount they had fraudulently billed me in the first place. It took me numerous calls, and 2 hours on the phone the get the charge removed! Plus I will have to check my credit report to ensure this charge is not listed as an overdue bill!

Desired Settlement: I expect Time Warner to verify that the charge is not listed as a negative in my credit report. I also expect their policy to be changed, about billing before the installation is verified. How many times have they billed before the service was installed, and nobody noticed the charges?

Business Response:

Hello *****,

I attempted to contact Mr. ***** today since the representative that is assigned this escalation will not be in. However I did not receive a response. Based on the account information that I can see everything should have been resolved. Mr. *****’s payment for $34.99 was taken out on 9/13/13, refund was generated on 10/08/13, 12/20/13 charge back add to account in the amount of $34.99, however and Adjusted was made on the account for the balance on 12/27/13 $36.91. sub had zero balance. Services installed 1/07/14 acct was charged $36.91 for Internet, Single play install fee charged to the acct $52.74 total billed on 1/8/14 $89.65.  Mr. ***** paid 36.91 from his checking/savings and the representative waived the install fee of $52.74. Mr. ***** is currently at a zero balance.

We have attempted to contact Mr. ***** on several occasion with no success. This was completed as of 1/27/14 via DATCP for me by ******* ******** due to me being out of the office.

 

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.

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

Regards,

***** *****

As the time warner rep stated, they made several attempts to contact me. As it was during daytime hours, I had to return their calls when available. Everytime, I went to voicemail, and left a message. Concerning their credit, I had to put a stop payment on that payment made to them, as they would not refund it initially as I staed , numerous phone calls, and 2 HOURS ON THE PHONE. I did not authorize them to make any charges on my card until service was installed. My concern is, I'm sure this is not a single case! How many accounts have been billed before the service was installed, and not found? They made it very difficult to correct their mistake. It is easy enough, to verify a service has been installed before a bill is sent or withdrawn from an account. Failure to do so, is inexcusable! And billing a charge card without actually providing the service is fraud! How much have consumers paid, before their service was actually installed?

 

 

Business Response:

Hello Team,

We have reviewed Mr. *****'s account and have made serveral attempts to contact him.  On the following dates we left messages 1/23/14 at 9:02am, 1/27/14 at 2:52pm and we received no calls back from him directly.  When he signed up for the services and had to cancel due to his father's passing the payment had already been submitted for processing as all new installations will do. Mr. *****’s payment for $34.99 was taken out on 9/13/13 a refund was generated on 10/08/13, 12/20/13 charge back add to account in the amount of $34.99, however an adjusted was made on the account for the balance on 12/27/13 $36.91. to give a zero balance. Services were then  installed on  1/07/14 and the  acct was charged $36.91 for Internet, Single play install fee charged to the acct $52.74 total billed on 1/8/14 $89.65. 

Mr. ***** paid 36.91 from his checking/savings and the representative waived the install fee of $52.74. Mr. ***** is currently at a zero balance.  There were no illegal charges made to his credit card at anytime the payment that was deducted for the inital installation was authorized by him for his first payment.  Once that payment was made we automatically begin billing to start with the scheduled appointment.  Even though the services were not installed due to his cancellation we billed him for the services and recently credited him back for it and waived the installation fee.

 

Thank you,

******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: To start out with, I have not had Time Warner Services since January 2011. I paid my last bill and returned the equipment in 2011 and did not have any interaction with Time Warner until January 06, 2014. I received a call from a collections company called CTA advising I owed $200.00 to Time Warner. Since I had not been a client with Time Warner since 2011, I was a little concerned about the call from the collections agency. I was advised that if I did not pay the bill then and there, I would be reported to the credit bureaus. I then contacted Time Warner to find out they thought I owed the final bill as well. An employee named ******* opened a ticket (******) to verify if the bill was actually mine. I in turn called the collections agency back and advised of the ticket, but it was not good enough for them (as a result, the bill was placed in dispute). I called Time Warner 01/08/14 and was advised the risk management department was looking into the issue and would be resolved in 72 hours. Ticket number ******** was then opened by the Time Warner employee. I then called 01/09/14 and spoke with ***** (employee number *******). She discovered that the bills was for three months of service at an address on ******* ***** ** ******. I had never lived at that address before. ***** verified with my social security number that all of my accounts with Time Warner had been paid in full and that there were no charge offs. I was once again advised that it would be corrected in 72 hours, but, Time Warner chose to open more tickets and prolong the issue. I continued to call back every other day, with each call taking an average of 45 minutes and being told by the employees that the bill was still in my name. On 01/17/14 I was advised the issue had been researched. The accounts payable area had entered the account number incorrectly by 1 number, resulting in my inactive account being placed into collections (in error). The $200.00 was credited on 01/21/14, but it took multiple calls on that day to verify the issue was corrected. I asked for a letter confirming that that issue had been resolved, my inactive account having a zero balance, and that I was not reported to the credit bureau. I was told by a collections agent that they would not issue a letter and could not confirm that I was or was not reported to the credit bureaus. I was advised to go to a payment center and they would in turn issue a statement showing a zero balance. I visited the payment center in ******* **** and was advised by ****** ******** that they could not print a statement since the $200.00 was credited. She was a little upset on how the call center advised me to visit a payment center. The call center just wanted to get me off the phone. ****** has been very helpful and is in the process trying to get a letter issued to me confirming of the zero balance and the problem being resolved. A ticket has been opened, but a letter has not been created, as of today. With the luck I have had with Time Warner's collection department, I highly doubt ****** will be able to get the letter created and sent to me.

Desired Settlement: I am looking for a letter from Time Warner advising of the problem being resolved and my inactive account having a zero balance. The letter is needed as I do not trust Time Warner and they very well could do the same thing again in another 3 years.

Business Response:

 

Monday, February 03, 2014

 

BBB of Wisconsin

10019 W. Greenfield Ave

Milwaukee, WI 53214

 

Attention: ******* *********** **** ***** ******** **********

 

RE: File #*******

 

Dear Mr. **********,

 

This letter is in response to BBB complaint # *******, received 1/30/2014, regarding the concerns of:

 

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

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

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

 

I spoke with Mr. ***** on 1/31/2014.  We reviewed to details of his complaint.  It concerned a former account he had with Time Warner Cable, at ********* **** *** ******* ***** ********* ** *****.  He has not had service at this account in over two years.

 

Our billing department had mistakenly transferred a balance of $200.00 to this account on 11/14/2013, due to an error in transcribing the account number the balance should have been transferred to.  This caused Mr. *****’ former account to be placed in collections, causing him a great deal of frustration and inconvenience, due to receiving  telephone calls from a collections agency, and the problems he experienced in getting Time Warner Cable to discover and correct our billing error.  We sincerely apologize for our error, and the problems that it caused for Mr. *****.

 

Mr. ***** requested a letter of apology and clarification from our collections department.  On 1/28/2014, Time Warner Cable instructed our collections agency to write a letter to Mr. *****, stating the his former account at ********* **** *** ******* ***** ********* ** ***** is paid in full, and apologizing for our error in placing the account in collections.  If he does not receive this letter in a timely manner, Mr. ***** is going to contact me for further action.

 

 

Should you have any additional questions or concerns, please feel free to contact me.  I can be reached Monday through Friday, anytime between 9 AM and 6 PM at ###-###-####, and a voice mail message can be left at that number at any time.

 

 

Sincerely,

 

*** ******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I phoned into Warner merely because my wireless phone would go to driving mood only when entering my driveway and connecting back to my house server.. This has been an ongoing issue for over two weeks. When I would enter my driveway my phone would automatically go into hands free driving mood. I originally assumed it was an att issue and naturally I contacted att and complained. They did all their necessary procedures. Citing it was not a phone issue but they were sending me a warranty new phone to a Pease me. On Thursday when I pulled into my driveway for the first time I actually had the phone in my hand and saw the error message and it cited your server is unstable connection please check connection or contact your provider. Seeing this message for the very first time. I then contacted time warner. To explain the issue and to see if in fact the problem did lye in a server malfunction because this had just started for two weeks and there had not been a prior issue of this nature with connections of any type. I my new phone had arrived the same day but wanting to first make sure where the issue lied. The gentleman came on because I am considered a signature type of customers I explained the issue and also explained that I had contacted att and wanted to make sure before I returned a phone which was not having issues let's make sure if in fact it is or isn't some type of server issue. The gentleman cited information that this could be and check citing that it could be interference with a channel and possibly a fix by changing channels and this should fix the issue. He then cited he would give me a return phone call the next day and send someone out if not fixed. He did not.

Desired Settlement: I phoned because no return call and when I phoned into time Warner no notes on issue noted and when trying to explain the new man seemed unconcerned and assumed it was my phone in which I went on and did the replaced the new phone would not allow whatever is going on with my server to reflect by when connecting citing a system error and won't allow it to control the phone. So the new person just kept saying I can send someone out but they will charge you if it's not your modem. Because I stated it might be modem he ran with it. Excuse me if I knew what was actually going on I would be able to explain. Why tell a customer if you feel something is wrong with your cable service to call into them. I have had several issues and it always seem I have to do extreme to get what I am paying for on time each and every month. I do not bother a company unless there is an issue would they rather I try fixing myself. I am 61 years of age and this is my enjoyment but at what cost of always having to complain and get things okay taken care of. Just getting tired. Something is going on I don't know what.

Business Response:

 

Thursday, February 13, 2014

BBB of Wisconsin

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

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

 

Attention: ******* *********** **** ***** ******** **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 2/10/2014, regarding the concerns of:

 

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

                                                                                       **** ** *** **

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

   

Thank you for bringing Ms. ****’s concerns to our attention.  I telephoned Ms. **** February 12 and apologized for the problem she was having with her wireless phone going into hands free driving mode as soon as she would drive into her driveway.  When she had called customer service on February 6, an initial fix for the problem (changing the channel on the Time Warner Cable router) was done. But that did not solve the problem, and the agent who had changed the channel did not follow up on the fix as he had promised to do.  I apologized to her for this. 

 

The wireless phone would still go into driving mode as soon as she drove into the driveway, even when she got a new wireless phone from AT&T.  She is a Time Warner Cable Signature Home customer, so on February 12, I referred her to Signature Home customer service (she had not been given their number before).  She called Signature Home and described the problem.  Signature Home set up a service call for the afternoon of February 12.

 

Our technician diagnosed the problem as an “App problem” that Ms. **** would not have known about, and made the appropriate adjustments on the equipment used for the Signature Home WiFi service and telephone service.

 

When I telephoned Ms. **** today to follow up on the service call, she said that her service is again working the way that it should, and that she is satisfied.

If you have any additional questions or concerns, please feel free to contact me.  I am available Monday  through Friday, from  9 AM to 6 PM,  at ###-###-####.

 

 

Sincerely,

*** ******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

 

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My cable modem service with TWC was disconnected due to a slightly late payment at the end January 2014. I had paid TWC, but they needed it paid within 3 business days. This is not the complaint. My service was restored, but the lack of consideration for a 15 year customer, so angered me, I decided to cancel the service and go with ATT. I called and specified that my cable modem should be disconnect on Sunday 2/9/14. The incompetent phone rep must've have misunderstood and scheduled it for today 2/7/14. They record these transaction so I can prove I indicated clearly 2/9/14. I called and explained and they scheduled me to have a technician come out and reconnect me today from the trunk line. I didn't need to be here. They told me by phone the tech would call me when he was at my apt bldg. It was scheduled or 3 to 4 pm today. The time came and nobody showed up. TWC called ME and indicated he was running late. After an 1/ 1/2 hours I called and they were surprised and put me on hold or 20 minutes with no one responding. I hung up and called back, the rep this time stay on the phone and promised the the tech would call me. No one called. I called back an hour later and the rep this time said nobody could come out. I have paid my bill in total for this service and now I have no cable modem service and may not have it until my new carrier ATT installs a new cable modem on 2/10/14. I am using my cell phone to access the Net. This is outrageous as I'm sure you know. 

Desired Settlement: Refund

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

*** ****

 

 

 

Business Response: RE: File # *******
Dear Ms_ ********,
This letter is in response to your letter received 2/10/2014, regarding the concerns of:
******* ****
*** * ********* *** *** ****
********** ** **********
I contacted Mr. **** on 2/12/14 and left him a message with my direct number to advise him that we
are expediting his refund amount of $ 71.96. He will receive his refund in the form of a check within 7-10
business days.
Mr. **** returned my call and left me a message to advise that he finds the refund information to be
acceptable and considers his complaint resolved.
If Mr. **** needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
Consumer Contact Specialist
Time Warner Cable - Wisconsin

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called and cancelled service effective 12/15/2013. I switched providers and went to Direct Tv but left the internet service with Time Warner. I was offered a $100 credit for keeping the internet. Since that time, I have been trying to get my bill pro-rated back to the 15th of December as far as a credit for the remaining 16 days that I did not have cable tv. They refuse to do so and keep giving me a different excuse. I took the boxes after taking time off from work to do so since they have short business hours. I explained to the rep there that my account had not been credited. He said he couldn't pro rate and that I wouldn't get it anyway because the boxes weren't turned in that day. That is not true because I was told I could do that at anytime. So I left there, went home and got on Chat with Time Warner to discuss the billing problem again. I had previously tried this and was disconnected after my initial cancellation of the cable tv when I asked them why they had an appt schedule at my home for Dec 28th. No one ever showed that I am aware of so I don't know why that was listed. Anyway, I got on chat with a representative and explained my situation on the 16th with *****. She/he went in to tell me that I still owed for the whole month of December and that it was not prorated. Their records also showed that my January bill was still showing cable and internet when it should only be showing internet. I explained to her that it wasn't correct and she told me that if I had paid my bill on time that I wouldn't be contacting them to correct it. She then bounced me to another rep and left the chat before I could respond to her. Rude and unprofessional business practices at that point. The next person checks into the account, I inform him that I thought ***** was rude and and he said he understood, and he left me on Chat hold for about 20 mins. I don't know if he thought I was going to disconnect the Chat if I waited too long or what. Then he comes back and states that I would not receive a prorated credit for the month of Dec because "they call bill me for up to 12 days of non-use after cancellation". They are so full of it. They have made a mistake, they won't correct it and I want my bill adjusted for the 16 days of service in December that I did not have cable tv. I only want the internet for the future. Please contact them regarding getting my bill prorated for the month of December and I will be happy to pay it. I shouldn't have to jump through hoops, get disconnected, and get rude service from Time Warner when they should be doing what is right to begin with.

Desired Settlement: To have my bill adjusted for the month of December to reflect a 16 day credit for the time period that I did not have cable tv service. It should show the internet for the whole month but only cable tv for 16 days. I also want the January billing corrected to only show internet service.

Business Response:

Monday, January 27, 2014

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 1/27/2014, regarding the concerns of:

 

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

**** **** ***

******** **  *****

 

Thank you for forwarding ***** ********* concerns to our attention.  We have attempted to contact ***** *******s to advise that we were able to prorate her cable charges from 12/16 -28/2013, which was a total of $52.98.  We apologize for the inconvenience that was caused.

 

 

If ***** *******’s needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:00 PM at ###-###-####.

 

 

Sincerely,

 

*******

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

Time Warner Cable - Wisconsin

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2014 Billing/Collection Issues | Complaint Details Unavailable
2/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I scheduled a service appt with TWC on 01/15/14 for 01/16/14 between 11:00-12:00. My wife took the day off to be present. At 11:50am, they called to "confirm" the appt instead of showing up. My phone rang twice and when I picked up, the line was dead. I called back immediately and it when to a automated line that also hung up. I called my wife and she said she also got a call that rang twice and hung up on her when she answered. So, I called TWC again and got a dead signal hold for 10 minutes before I hung up and tried again. When I got to talk to someone, they said they automatically cancel a service call if the phone call isn't answered..I feel they hang up the call when they don't want to make the service call! Later, I called back to complain and they told me I would be charged to have a tech come out. They said they would send one yet on 01/16/14 but couldn't say what time..so, my wife waited all day and night..no one showed up or even called!! I want my issue acknowledged and taken care of!! **** ***** ###-###-####

Desired Settlement: What I would like is, the service that was supposed to be provided and some sort of acknowledgement of TWC being sorry for our incovenience..an email is fine.

Business Response:

Hello Team,

I reached out to Mr. ***** on 1/23/14 and then today 1/29/14.  I spoke with Mr. **** and apologized for the inconvenience.  I was able to review the account and schedule another appointment for a tech to come out and correct the cable services for him.  He agreed to the appointment and for the trouble I credited him for no service from 1/16/14-2/1/14 the day of the new service appointment.  I have him my direct number and hours to contact me if he had any other issues with this new appointment.  He was happy with this and that his call was returned.

 

*******

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

**** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Rather than receiving a final bill after cancelling service, as promised, I received a collection notice for an amount not owed. My services with Time Warner Cable were discontinued on Saturday, September 28, and all equipment returned to that office at that time. I had previously reduced my services significantly, from a full cable/internet package to just internet, and my bill had not been corrected on the previous statement. In fact, I was not even credited for the equipment return until 3-4 days after it was actually returned. When I returned the cable modem on 9/28, I provided a change of residential address to Time Warner Cable and was assured I would receive a final bill within 10 business days. I never received a final bill nor any phone call indicating my payment was past due. I was unable to log into my online account or smartphone app immediately after cancelling service. On November 29, I received a collection notice from "Credit Protection Associates LP" seeking to collect $71.68 for Time Warner Cable services. Fortunately, I contacted Time Warner Cable directly and resolved my outstanding balance, which was NOT $71.68. They indicated that my change of address was never processed and that my final bill was returned to them as undeliverable. They also had to adjust their records because they didn't show my cable modem being returned until October 2. I find this unusual since I provided my equipment and change of address to an associate at Time Warner Cable's Capitol Drive location on September 28. I also have a standing Residential Address Change on file with the United States Postal Service. There should be no reason mail would not have been forwarded to me. I find this very dubious. I have contacted Time Warner Cable again today and they reassure me that there is no further balance due at this time, and that my account has been closed with payment received in full. However, I continue to receive calls from the collection agency demanding payment in full. They cannot confirm what this $71.68 dollar amount is being billed for. I have written to Credit Protection Association LP and asked them to correct their records and remove this "collection activity" from their agency. There is no balance to collect, nor was the debt amount valid in any way, shape or form. I don't understand why my account was sent to collection within 30 days of my service ending. I am certain that there are active Time Warner accounts 30 days past due that are not even seeing service interrupted, much less sent to collection agencies. I do not appreciate ineffective customer service and questionable billing practices damaging my personal credit, and have reported this matter to the Office of Consumer Protection of Wisconsin and the Better Business Bureau of Wisconsin.

Desired Settlement: I would like Time Warner Cable to discontinue these improper collection activities, remove my acocunt from this agency, remove any collection activity from my credit report, and mark this account paid in full on time -- as it would have been, if their associate had processed my address change and sent me the bill I requested and deserved.

Business Response: Dear Ms. ********,
This letter is in response to your letter received 12/04/2013, regarding the concerns of:
******* ******
*** * ********** *** **** **
********** ** *****
Our records indicate that Mr. ****** upgraded his Internet Service on 8/19/13 from Standard Internet
service to Turbo Internet service.
On 9/13/13 he removed his Cable service and maintained only Turbo Internet service. The billing was
back dated to 9/7/13.
On 10/2/13 Mr. ****** had his Turbo Internet service disconnected. The billing was back dated to
9/28/13.
Mr. ****** returned an HD DVR on 9/12/13 and an Internet Modem on 10/2/13.
Our records have been updated with Mr. ******s change of address to (*** * ********** *** **** ** ********** ** *****).
Our Payment Services Department has contacted CPA (Credit Protection Associates), to advise them that
Mr. ******'s account was paid in full on 11/27/13. CPA has updated their records to show that the
account has been paid in full and that they contacted the Credit Bureau. CPA mailed out a letter to Mr.
****** on 12/9/13 to inform him of this information.
If Mr. ****** needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
******** ******* **********
Time Warner Cable - Wisconsin

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.

On December 12, I received correspondence from "Credit Protection Association" informing me that while they had received my payment to Time Warner Cable, a balance due of $14.34 remains due and payable.   The letter goes on to indicate that "no arrangements have been made with Time Warner Cable" to accept partial payments, and that "payment in full must be made" to settle my account.  I am also advised that the agency intends to "proceed with further collection activity" which will "jeopardize" my credit rating.   It is apparent that Time Warner Cable continues to damage my creditworthiness with ineffective and inaccurate billing and collection practices.  As I am still receiving billing statements from this collector, and being threatened with collection activity over $14.34, I do NOT accept Time Warner Cable's response as an effective solution to my complaint.

Regards,


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

 

 

Business Response: This letter is in response to the Rebuttal letter received 1/15/2014, regarding the concerns of:
******* ******
**** *** ** **** ****
********** ** **********
The Credit Protection Association (CPA) mailed out a letter to Mr. ****** on 12/10/13 to serve as
verification that the noted account has been updated in their records to a 'paid' status.
If Mr. ****** needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
******** ******* **********
Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been paying my bill on time for several years. Around seven months ago an error was made on a bill and I was charged a late fee. I contacted Time Warner Cable (TWC) and they stated they had corrected the issue and reversed the fee. The next month came and I received another bill with another late fee even though the bill had been paid well before the due date. This has gone on now for several months and the issue has not been corrected. Finally I had contacted a member of TWC who had stated that all fees have been reversed and I have a zero balance. This was in December of 2013. I have a record of the whole conversation for evidence. Now I received my latest bill and it states I owe $87 (my $36 mo charge plus late fees)

Desired Settlement: I would like all the late fees reversed like I was told would happen.

Business Response: This letter is in response to your letter received 1/10/2014, regarding the concerns of:
**** *******
*** ********* ***
****** ** **********
I spoke to Mr. ******* on 1/14/14 regarding his dispute of the Administrative Late Fees that had been
assessed to ****** ****** account.
After review of Ms. ****** account, it was found that payments are being made to the account on a
monthly basis, but they are being received after the normal due date.
As a courtesy an Administrative Late Fee was removed from Ms. ****** account on 4/11/13 and
11/30/13. As a further courtesy, I removed (2) additional Administrative Late Fees from Ms. ******
account. I advised Mr. ******* ofthe current remaining account balance with the fees being removed
($71.37) Total, ($57.20 current and $14.17 of the total amount is past due).
If Mr. ******* needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On November 11, 2013 I requested Time Warner Cable (TWC) to "port" my cell phone number over to them from *******. As of December 28, 2013, I still do not have my number ported over. TWC has repeatedly screwed up collecting appropriate account information, canceled service calls, delayed requests, given me false completion dates and false information regarding the status of my service request., etc. Every time they screw up, make an error or cancel a request, they have to start over. I have had to deal with over a dozen service reps, spent upwards of 5+ hours of the phone with no success. My latest completion date is 12/31/13 a full 7 weeks after the initial request which I have no faith in that it will be competed then since this is just another date and many have come and gone. The FCC website says that ports should be completed in one business day.

Desired Settlement: Completion of port request. Monetary settlement - amount to be determined: Both ******* and TWC have been charging me for the number so I wish to be reimbursed for these charges from both carriers.

Business Response:

January 13, 2014

BBB of Wisconsin

Dispute Resolution Center

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

Attention: ******* *********** ********** ******** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 12/30/2013, regarding the concerns of:

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

*** **** **

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

Thank you for forwarding **** *******’s concerns to our attention.  Due to an earlier escalation received from our ****** ** *** *********, I spoke with Mr. ******* on 12/24/13 regarding his experience when trying to port his telephone number to Time Warner Cable. 

Phone number ###-###-#### history shows that the phone number was ported into Time Warner Cable on 8/18/2009.   Time Warner Cable received a port out request from *******, to port the phone number to ******* with a due date of 11/11/13. 

On 12/05/2013, Mr. ******* called in to port the phone number back to Time Warner Cable.

The original order to port the phone number back was cancelled and a new order was placed.  The response we received from ******* was that we had an invalid customer name and/or address.

On 12/12/2013, a ticket was created to escalate the issue to see why ******* is stating we have the wrong information.  The second order was cancelled and submitted automatically on 12/17/2013.  Five days after the due date and no response from *******.  ******* sent back two messages on 12/24/2013 and 12/26/2013 stating that the account number and passcode for the customer were incorrect.

Time Warner Cable phone provisioning vendor, *******, had again, submitted a request for permission to take the phone number as of 1/6/14 (or sooner if possible) ticket was reopened to have the phone number ported to Time Warner Cable.

The order was submitted to ******* with the account number of ***************** on the last 3 attempts.  However, the account number is ********* and passcode submitted is ******.

******* is rejecting because the account number (*****************) we submitted the past three times, because the numbers do not match exactly the account number they have on file.

The information that what was communicated by the customer and is what the customer is reading off there bill.  This what the customer would expect there account number to be and there is no way for Time Warner Cable to determine another company account number/passcode then what is communicate by the customer.

Time Warner Cable did obtain ownership of the phone number as of 1/8/2014.  Unfortunatley, the automation systems between Time Warner Cable and ******* delayed porting over the phone number. 

I apologized to Mr. ******* for any inconvenience or frustration this may have caused.  Since Mr. ******* was billed for phone service from 12/15/2013-1/07/2014 when Time Warner Cable did not have ownership of the phone number, an adjustment was applied on the account that would credit these dates for the phone portion of the bill.  On 1/8/2014, a credit in the amount of $127.54 was applied to Mr. *******'s Time Warner Cable account.

In addition, a promotion was applied onto the account on 1/8/2014 which provides a discounted rate for the following services for 12 months: Starter TV, Standard TV, Variety Pakage, Standard Internet, Voicemail, Unlimited Nationwide Phone, and any additional service would be billed on top of the monthly -promotional rate of $94.99 plus tax.

 

Mr. ******* did request that Time Warner Cable reimburse him for billing charges that he received from *******, the request was declined because we do not reimburse for other provider charges.  We did make an adjustment on his Time Warner Cable account for the dates he was billed from us when we did not have ownership of the phone number. 

Should you or Mr. ******* have any additional questions or concerns regarding this issue, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

 

Sincerely,

*****

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

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was getting repeated phone calls from an automated caller. Every time I tried to remain on hold I was disconnected or kept on hold for several minutes. My service was suspended two weeks after sending in my payment. When I contacted Time Warner I spoke with Mike employee I.D. ********** who I informed I had made my payment two weeks prior. His response was I had not and he would not restore service with out an electronic payment at that time. I asked him if I made a payment over the phone if I would be double charged? His response was not to worry about it, he was curtain it was lost. I believe he thought I was lying about making a payment. I informed him that if I made the payment I did not want the check processed. Again he assured me not to worry. I was right to worry, both payments got processed that night and over drew my account and I received a overdraft fee. Luckily I bank at a great bank and never had insufficient funds prior to this so my banker removed it. When I called Time Warner about this **** I.D. unknown started a file (********) but when I informed him my bank was removing the overdraft fee he lost interest and brushed me off. I am very insulted and believe Time Warner should work on customer service. I have never had a good experience with Time Warner. It usually takes up my entire night any time I have an issue with there service.

Desired Settlement: I would like this corrected in the hopes that others will not have to be treated like I was.

Business Response:

January 9, 2014

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue Ste. 125

Milwaukee, WI  53214

 

Attention: ******* **********, **** ***** ******** **********

 

Re: File # *******

 

Dear Mr. **********:

 

This reply is in response to your letter received on 12/17/13, regarding the concerns of:

 

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

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

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

Thank you for providing us with the opportunity to address Mr. ***********’s concerns. I have not been able to speak directly with Mr. Samuels yet, but I did mail him a letter summarizing my actions on his complaint.

January 9, 2014.  I am including that letter here.

 

 

 

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

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

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

 

Re: Account **********

 

 

Dear Mr. ***********,

 

On behalf of Time Warner Cable of Wisconsin, I would like to apologize for the situation that occurred on December 4, 2013, when you made a payment of $100 that duplicated a payment of $100 that you had made two weeks earlier (but which posted to your account at midnight December 4), causing your bank account to be overdrawn. This prompted you to make a complaint to the Better Business Bureau (BBB #*******)

I have been unsuccessful in my efforts to contact you.  However, I am anxious to assist you with your complaint.  I listened to the one call that we have on record from your telephone number ###-###-####.  That call occurred on November 22, and during that call you mentioned having made a $100 payment a few days earlier.  But I do not have a recording for ###-###-#### of the call of December 4.  Did you perhaps call Time Warner Cable from another telephone number on December 4? If so, please tell me what that number was, and I will look it up in our call recordings file.

 

We apologize if the agent you spoke with on December 4 did not treat you with courtesy, or seemed to think that you were not telling the truth when you said you had made a payment on November 20.  When he was speaking to you, the ******** lockbox payment had not posted to your account yet.  But looking back at the situation now, we can see that the ******** lockbox payment did post later on December 4, along with the Visa one-time payment you made over the phone on December 4.

 

I have credited the $7.88 late fee of November 26, because we are sure that you paid the first $100 payment on November 20, and that the payment took longer than usual to post to your account.

 

Please contact me with any additional information, comments or questions about your Better Business Bureau complaint.  I am available from 9 AM to 6 PM, Monday through Friday, at ###-###-####

 

I look forward to hearing from you.

 

 

Sincerely,

 

 

*** ******

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

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

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *** ****** changed services to TWC on Nov 12, 2013 for cable and phone. It is now a month and an half later and we still do not have phone service. We have emailed (12-15-13, 12-13-13, 11-29-13, 11-18-13, and more dates) and called multiple times and TWC states they are still waiting to connect the phone number from the previous carrier. We have called the previous phone carrier (AT&T) and the phone number ###-###-#### is ready to be connected through TWC, yet we still have no phone service but we have received a bill for services we still don't have. Connect person was **** **** (*********************) and contact phone number for TWC business ###-###-#### William at ext #######.

Desired Settlement: We want to have the phone service at ** ****** ******* ****** with phone number that the church has had ###-###-#### and we want a refund on the bill for the services we were charged and didn't have the phone service.

Business Response:

 

Thursday, January 16, 2014

 

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

 

Attention: ******* *********** **** ***** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 12/23/2013, regarding the concerns of:

                                                                            

                                                                                           **** *******

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

                                                                                                    *** ***** **

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

Thank you for forwarding **** *******’s concerns to our attention.  We spoke with his daughter ****** ******* on several occasions as we worked on this problem.  AT&T was able to get the customer’s desired telephone number ###-###-#### activated by going out to the address and doing some work on December 27, 2013.

 

Once the telephone number was active again, Time Warner Cable was able to process an order to port that telephone number from **** to Time Warner Cable.  The porting process has now been completed, as of January 9, 2014.  We have credited the account for not having their number from November 12 (the date of installation, when we had to give them a native number, because ###-###-#### was not active with ****) and January 9.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 9AM and 6PM at ###-###-####.

 

Sincerely,

 

*** ******

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

Time Warner Cable - Wisconsin

 

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

**** *******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ?

Desired Settlement: On Dec. 2, 2013 I cancelled my account because I moved to ********. My checking acct. was debited each month for the service of $131.89 and when I cancelled my service the customer service rep. said she cancelled the auto pay. I paid $66.20 for service from 11/17 to 12/2 - the current bill was from 11/17 to 12/16 - the full amount of $131.89. However, upon checking my bank statement after 12/7 I found they had charged my c/a for the $131.89. I called them and was told I could expect a refund in about 4 weeks which I thought was way too long. They don't have any trouble debiting my c/a account - why can't they credit it? Since then I have called 3 more times trying to talk to a Supervisor and wondering if the refund is in the mail but there is always a reason that I can't talk to one. I called them on Jan.6th and they said the check had been mailed out the previous Friday. Today is Jan. 9th and I haven't received the check. I called T/W and talked to a customer service rep and the check still hasn't been sent out and I was told I could expect it in 6 weeks from Dec. 31st! I am a Sr. citizen on a fixed income and $131.89 is a lot of money to me. I just talked to a supervisor and was informed I could expect the check by the end of this month which is a long time since cancelling my account. I really don't know when if ever I will get my refund. I realize this isn't a big deal to T/W and now that I am no longer a customer, they could care less about giving good service. I just want to file a complaint about bad business practices. ******* ******

Consumer Response:

 
On Mon, Jan 13, 2014 at 6:42 PM, ******* ****** ****************************** wrote:
 This is to inform you that I received a check from T/W for $131.89 today.  Thank you for your assistance in this matter.  An individual is at a big disadvantage going up against a large company.  
 
 
  Be happy - *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was changing cable providers after putting up with Time Warner for around 25 years! I took my equipment to their service store as instructed for my termination of their services! I did this on Nov. 19th, 2013! I was told that since we prepay for services that I would be receiving a rebate in 4-6 weeks because I was paid to the end of the month! My experience with that representative was interesting, but that's another story. I thought that finished it, but then on Nov. 25th another $148.07 was taken out of my checking account on an auto pay which I believed was for December services! On their website it clearly states that all services are prepaid a month in advance! When I did an online chat, I got a very rude and uninformed "escalator" who told be to check my bills! I said I would and would call back, but when I went back to check them online, my password and ID was no longer valid and I have no paper bills as I opted for online bills only! The copy of the online chat that I requested was also not sent! I did a phone chat with a nicer representative, but I told her also that what she was telling me is not what their website states!

Desired Settlement: I am expecting to receive my rest of November prepaid rebate in another week or two, but I still feel that they owe me $148.07 cents that they auto withdrew from my checking account for a December month of service that I won't be receiving!

Business Response:

 

January 04,2014
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** **** ***
********** ** *****
Attention: ******* *********** **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This reply is in response to your letter received December 20,2013, regarding the concerns of:
***** *********
**** **
**** * ********* **
****** ** **********
Thank you for providing us with the opportunity to address Mr. *********'s billing concerns.
Our records indicate that in 2005, Mr. ********* enrolled his account in recurring payments using Time Warner Cable's PayXpress online
bill pay system which is available through MyServices where he was also able to view his statement each month or make changes to his
recurring payments prior to his account being disconnected.
On 10/25/2013, we received a request from another phone company for Mr. *********'s home phone number and an order was entered
for the home phone service to be disconnected as of 11/19/2013. Mr. ********* made no changes to his recurring payments at this time 
On 10/26/2013 a statement in the amount of $148.07 generated for Mr. *********'s account. In it, the following information appeared:
• The statement date: Oct 26, 2013.
• The Service Period 11/02 - 12/01.
• The payment Due date: Nov 33, 2013.
• Total amount due: AUTOPAY.
• The wording "You are an AUTOPAY customer. Thank you! Auto Bank Payment Will Be Made on 11/22/13".
As per the terms and conditions agreed to when enrolling in recurring PayXpress and payments, because Mr. ********* was still enrolled
in recurring payments, this statement prompted a pending payment of $148.07 to be shown as waiting for the due date of 11/22/13 to be
posted.
On 11/20/13, Mr. ********* returned the equipment and disconnected his account. Service charges were refunded on a prorated basis
from 11/20/10 through the end of the billing cycle, 12/01/13 which resulted in a revised balance due for 11/02 through 11/20/2013 of
$90.39. A statement generated and was mailed to the customer.

On 11/22/13, the AUTOPAY payment that was pending for the 11/22/13 due date processed as scheduled which left a credit balance of
$57.68.
Credit refunds are processed 4 to 6 weeks after any pending payments have posted, all equipment has been returned and the
disconnection has been completed. Processing for Mr. ********'s refund began as of 12/17/2013.
We understand Mr. *********'s frustration, however, the billing cycles, statement and due dates as well as the AUTOPAY reminders are
clearly shown on each statement and Mr. ********* made no changes to his recurring payments when he was preparing to disconnect his
account which we were able to share with Mr. ********* when discussing his concerns prior to writing this letter.
I have also mailed a copy of the 09/26, 10/26 and 11/22 statements to Mr. *********'s home so that he will have the information for his
records. He should be receiving them this week via USPS mail.
Should you or Mr. ******** have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday
through Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.
Sincerely,
**** *****
Consumer Contact Specialist

Business Response:

Dear Mr. **********:

This reply is in response to your letter received January 07, 2014, regarding the additional concerns of:
***** *********
**** **
**** * ********* **
****** ** **********
Thank you for providing us with the opportunity to address Mr. ********'s billing concerns.
Time Warner Cable does bill in advance for our services.
When a new customer is installed, we ask that they prepay the 1st month's charges along with any installation fee either before the installation date
or as a COD payment when the technician visits their home to install the services. Their billing cycle begins on the date the service has been
installed. Thereafter, each monthly statement generates 7 to 10 days prior to the date the new billing cycle begins and payments for the current
billing cycle are due 8 to 11 days prior to the end of that billing cycle depending upon the number of days in the cycle.
When a payment is shown as pending on an account, the amount of the payment is applied to the balance due for the account. Because Mr.
********* had a payment pending for the due date of 11/22, when he spoke with the counter representative on 11/20, the system would have shown
that pending payment which would have applied to services through 12/01/13. Once that pending payment posted to the account, a refund for
services from the effective date of disconnection 11/20/13 through the end of the now paid in full billing cycle, 12101/13 was due to Mr. *********.
As previously stated, however, the billing cycles, statement and due dates as well as the AUTO PAY reminders are clearly shown on each statement,
copies of which had been mailed to Mr. ********* and which he should have received by now.
Should you or Mr. ********* have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through
Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.
Sincerely,
jean Marie
Consumer Contact Specialist

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is deceptive but satisfactory to me. I only wish it was stated more clearly on website and representatives are all on the same page when it comes to their policies and enforcement of same!

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I initially ordered service on the Time Warner Cable website for Cable and Internet services. Once my order was complete I received an e-mail that my installation date was changed. When I called Time Warners customer service at ###-###-#### I spoke with somebody who said they corrected the issue. Later in the evening I received another e-mail that the time was changed. I called again to correct the issue and this time they were unable to find my order even when I provided my order #**********. When I replaced the order over the phone with a rep my installation date was then set agian for my desired time of Thursday between 6-7pm. Between Monday 12/16/2013 and Wednesday 12/18/2013 I had to call Time Warner 10 different time. I have spoken to 10 reps a *********, **** and supervisor named *****. I was told multiple times a supervisor would call me back and they never did. ***** returned my call once on 12/18/2013 only to tell me that they could not help me and that they would waive my installation fee which is already waived with the package I ordered. I had spent 3 days worth of lunch hours(30 minutes) and not speaking to anybody. Each call is a minimum of 45 minutes to an hour and no resolution. the reason my installation date is constatly being changed is because they are not recognizing the difference between my apt and my neighbor in a lower unit who just happened to order around the same time. Once we realized what had happened the issue should have been resolved and my inital appt rescheduled. I now have to take off of work because they are unable to help and I am getting no compensation for the inconvience they have put me through. I have wasted many hours, telephone minutes, and my bank account has already been charged $118.00 from their company and I have no services to show for it.

Desired Settlement: I have had many problems with TWC in the past. This is not the first time their customer service department has dissapointed me. I want them to take responsibility and apologize. All of the reps made it seem like it was my fault and there was nothing they could do. I want my account credited for the first month of service for $118.00 since I am not getting a full months worth of service and the installation process is such a hassel. I would go with a different company is **** serviced my area. I wish I did not have to be a customer of TWC.

Business Response:

December 31, 2013

BBB of Wisconsin

Dispute Resolution Center

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

********** **  *****

Attention: ******* *********** **** ***** ******** **********

Re: File # *******

Dear Mr. **********:

This reply is in response to your letter received on 12/18/13, regarding the concerns of:

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

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

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

Thank you for providing us with the opportunity to address Ms. ******* concerns regarding her experience when scheduling an installation for her Time Warner Cable services.

Ms. ******* returned my phone today 12/31/13 and we discussed her concerns regarding her experience prior to having her services installed.  I apologized for any inconvenience or frustration this may have caused her.

I show that the original work order was entered on 12/13/13 and scheduled for Thursday 12/19/13, however it was cancelled due to an order entry error.  A new work order for install was entered, however the original date/time was no longer available.  

Ms. ******* did contact Time Warner Cable to request her original appointment and on 12/18/13, our Dispatch Department was able to force in an appointment for 12/19/13 between 4-5 PM.  Ms. ******* requested a timeslot between 6-7 PM but unfortunately we were not able to schedule her install between 6-7PM as there was only room available between 4-5PM on 12/19/13.

I did offer an adjustment on the account in the amount of $20.00 as a courtesy credit, Ms. ******* accepted and has no further concerns at this time.  The install was scheduled and completed on 12/19/13.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

Time Warner Cable-Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Received an offer for complimentary 3 months of SHOWTIME on Time Warner Cable TV. I went to the web site twc.com/thanks but could'nt locate anywhere to put in the credit code. I went to TW Cable web site and "talked" to a rep. (had to wait 43 min.) I was told to check the site again. I called twcable.help@twcable.com and explaned the problem. She said she would connect me; but DISCONNECTED me. I have tried every way I know to get this offer and have gotten the runaround.

Business Response: Attention: ******** ********* ********** ******** ********* **********
RE: File # *******
Dear Ms. ********,
This letter is in response to your letter received 12/27/2013, regarding the concerns of:
****** *****
**** * ***** ***
**** ****** ** **********
I contacted Mr. ***** on 12/27/13 in regard to the problem he was experiencing with our Time Warner
Cable Website. Mr. ***** had received a post card in the mail offering him 3 FREE months of Showtime.
He went to our website to enter a credit code to have the Showtime added to his account, but was
unable to do so.
I apologized for the inconvenience to Mr. ***** and advised him that we would add the Showtime
channels on to his account from the office on 12/27/13. The Showtime channels will be FREE on Mr.
*****'s account until 3/27/14, at which time they will be removed from his account without him having
to contact us back.
If Mr, ***** needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
******** ******* **********
Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Sunday, November 17, 2013 I returned home to find that my services were turned off. When I called, at approximately 11am, Time Warner I was told it was for non-payment since September 9, 2013. I explained that I had been using their auto pay services for about 3 years without issues. The rep looked up the informaiton and informed me that Time Warner had turned off the auto pay without notifying me. I was then told I could correct this by paying $378 or $505 if I wanted to continue my services. The reason was because I failed to pay for 3 months. I explained that I had not been notified in any way (phone, letter, email, or statement) that my payments were not going through or that the auto pay was turned off. I was told that was not Time Warner's responsiblity. I asked to speak to a manager and was told that I would have to call back on Wednesday or Thursday to speak with the manager. On Wednesday, November 20, 2013 I recevied a phone call from Time Warner indicating that my account was delinquent and that if I wanted to avoid interuption of services I needed to call them immedietly, this was at 1:16pm. I called them back at approximately 1:30pm and spoke with **** who said she couldn't help me and would transfer me to a supervisor. She transferred me to ***** who indicated she was not a supervisor and then she transferred me to Ian who indicated there was nothing he could do. I then asked for his manager to which he indicated there was not one available and that they would call me back when one was available. I indicated I would wait. After waiting about 45 minutes I he transferred me to ******** who indicated she was a manager. I explained the situation to ******** and she also indicated that there was nothing wrong with their practices. I said I wanted to cancel the services and she said I could not without paying the $378 charge. I said I would do it right then over the phone and she said I could only pay in cash or a money order because I had not made payment in 3 months. I again explained the situation and asked how she thought that was appropriate and her answer was that it didn't matter because that was Time Warner's policy. I asked to speak with her boss and she said she did not have a boss because she was the boss. I explained that I knew she reported to someone and that I wanted to know that person's name or to speak with them. She again indicated she did not have a boss. So I asked for her last name and she said she would not give it to me, so I asked for her employee id and she would not give me that. She eventually indicated that she would route me to Account Services to have my equipment picked up. When she did this she disconnected my call, and did not make an attempt to call me back. I then called Time Warner back about 3pm again to try to resolve the issue. This time I spoke with ****** who looked up the informaiton and began apologizing for what had happened when I explained it to her. She looked up the informaiton for ******** and indicated that she was not able to confirm if she was a manager as indicated. However, she read the details of the call to me. She said the notes indicated that I knew my payment informaiton was changed and did not want to update the information because I did not want to pay for services. I explained this was not the case and that I wanted to disconnect the services and close my account with them. I also explained that I was willing to make the payment over the phone for the $378 as they asked for (the 3 months of service that were not paid due to them turning off my auto pay). She said she would schedule something to have my equipment picked up and get everything closed out for me. She said the first date she had for pick up of equipment was the middle of March 2014. She then suggested that I go into the local office and bring the equipment there to drop off and get a letter saying it was returned just to be sure I was covered. She then again indicated that my account was marked as cash or money order payment only and that I would have to do that before I could turn in the equipment.

Desired Settlement: After my hastle with all of this, and the embarassment of having this happen when I have an incredible credit history, and their very poor customer service and policy of not notifying their customers of an outstanding balance I would like some sort of adjustment and apology. I would also hope they change their policies to stop this in the future. Especially when I spoke with ******** and ****** and neither of them could provide me with the dates of any contact with me to notify me, even though they both indicated that was their policy. I also indicted that I did not get statements because I was paperless and that I had called in the past regarding the lack of monthly statements of any form. In the past they indicated this is what paperless meant, but ******** and ****** both indicated that was not the case and it was my responsiblity to pursue why I wasn't getting them. My opinion is this is just unacceptable business practice.

Business Response:

November 22, 2013

BBB of Wisconsin

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

********** **  *****

Attention: ******* *********** **** ***** ******** **********

Re: File # *******

Dear Mr. **********:

This reply is in response to your letter received November 21, 2013, regarding the concerns of:

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

*** * **** **

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

Thank you for providing us with the opportunity to address Mr. *****’s customer services concerns.

Our records indicate that Mr. ***** set up recurring payments using Time Warner Cable’s online bill pay system on 03/16/13 and at that time agreed to the terms and conditions for MyServices and recurring payments.  Mr. ***** stated that he also opted for paperless billing, which means his statements are available to him each month online via MayServices.

On 09/06/13, the recurring payment of $127.27 that we submitted on Mr. *****’s behalf was declined by his financial institution.  This information was noted on his account on 09/06/2013 and would have generated an automated outbound call to the telephone number on Mr. *****’s account to inform his of the return.  The information was also made a part of his 09/11/13 statement under the “Credits and Onetime Charges” section on Page 2, which is available to Mr. ***** via MyServices.

On 10/07/13, the recurring payment of $252.54 (which included the previously unpaid balance), that we submitted on Mr. *****’s behalf was also declined by his financial institution.  The same occurred with the 11/16/13 payment of $378.81 (which included the previously unpaid balance from both September and October) that we submitted.

As with the 1st payment that was returned, each of these additional declinations were noted on Mr. *****’s account, appeared on the statement immediately following (10/10 and 11/10 respectively which were available to Mr. ***** online) and each generated an automated outbound call to the telephone number listed on Mr. *****’s account that would inform him of the returned payment.

On 11/15/13 – 9 days after the 3rd payment was declined, the recurring method of payment was deactivated by Time Warner Cable; the account was placed into nonpayment status and Mr. *****’s services were interrupted.

While we understand Mr. *****’s frustration, the actions taken follow company protocol for returned payments and no adjustments are warranted.

Unfortunately, while the nonpayment order remains active on the account, we are unable to enter a voluntary disconnection order.  Once a payment has been made, the nonpayment work order will be canceled and the account will again be restored to full active status at which time, Mr ***** will be able to make changes to his account.

Today, 12/4/13, I was able to reach Mr. ***** to discuss the status and billing concerns of his account.  Mr. ***** made a payment in the amount of $378.81 using his debit card which cancelled the nonpayment disconnect order that was pending on his account.  I also applied an adjustment in the amount of $72.71 with tax for billing dates from 11/15/13-12/04/13, in which Mr. ***** states his services were not available due to the interruption status on the account.  In addition, we were able reduce Mr. *****’s monthly rate by placing a different promotion on the account for his current level of services which includes: Basic & Standard Cable, Digital Variety Package, and Standard Internet for $89.99 for 12 months (which will expire on 12/15/14) and apply a discount rate for the HD set top box which will be $5.00 per month (normally $10.00) for 12 months also.  The modem monthly lease fee is not in any promotional rate and is currently being bill at $5.99.  Mr. ***** is aware that his monthly rate will be $100.98 plus tax per month which includes the services mentioned above.

I have changed the billing status on the account to ensure that Mr. ***** receives both electronic statements and paper statement via usps mail.   Mr. ***** is aware that his current balance of $46.33 is due on 12/5/13.  Mr. ***** states he is satisfied with our resolution and will not be disconnecting services at this time.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

Time Warner Cable-Wisconsin

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.

It was noted in the response that outbound calls were made to let me know about the situation. This is not true to the best of my knowledge. I had asked for those call dates from Time Warner and none of the associates I asked could give me dates of the calls. I also inquired about emails and was again informed that none could be located, and this included my discussion with *****.


Furthermore, ***** indicated that my service would be restored. At this time I only have internet service and no television service. My tv indicates that the cable box is not authorized. 


I plan to contact Time Warner tomorrow regarding the situation. I will be asking for credit on my account for services that were not restored. I will also be canceling my television service immediately, and will keep internet only until I can find a carrier to replace Time Warner. 


My position overall remains that they are providing poor service and now that they provide inaccurate information to your office (regarding their alleged calls to notify me of the situation).

Regards,

****** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was very up set with Time Warner's 49 o/o monthly increased price. I called TWC and received no satisfaction after a long wait for customer service. I went with another internet provider 12/17/13. I called TWC after the new network was up and running. When I called TWC their representative did every thing under toe sun trying to stop me from canceling their service. After over 1/2 hour of their being on hold, counter offers I told them I would not have any thing to do with TWC if their service was free. Again he tried to to keep me on the line. I told him I was done and hung up.

Desired Settlement: I was up set with the price increase, but the way I was treated by TWC customer service representative should be against the law. I do not understand how a company can stay in business this way.

Business Response:

 

December 24, 2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** **** ***
********** ** *****
Attention: ******* *********** **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This is in response to your letter received December 17, 2013, regarding the customer service concerns of:
***** *******
*** ****** ***
********** ** **********
Thank you for providing us with the opportunity to address Mr. *******'s concerns.
Mr. ******* contacted Time Warner Cable on 12/17/13 and asked to disconnect his internet service.
As shared when we contacted Mr. *******, we have reviewed the 24 minute call between Mr. ******* and the Customer Solutions
representative he spoke with. While Mr. ******* did clearly state his intentions to disconnect, our representative made several attempts
to retain his business and in the process did place Mr. ******* on hold more than once without coming back to him within an acceptable
amount of time.
We apologize for any inconvenience caused and thank Mr. ******* for bringing this matter to our attention.
The call information has been shared with our leadership team for coaching purposes.
Should you or Mr. ******* have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday
through Saturday, between the hours of 6:00AM and 2:30PM at ***** ********.
Sincerely,
**** *****
Consumer Contact Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was installed with Time Warner Cable on 08-03-2013 and was told if I pay my bills on time for 90days I would receive a Visa gift card in the amount of $150.00 I had paid all my bills on time and as of today I never receive the Visa gift card. I called TIme Warner Cable many of times and was told they do not know when I will receive the card in the mail. It has been 6 months after I had been installed with Time Warner Cable.

Desired Settlement: I would like to receive my $150.00 gift card by 12-24-2013 or I will cancell my service and start services with AT&T.

Business Response:

December 23, 2013

BBB of Wisconsin

Dispute Resolution Center

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

********** **  *****

Attention: ******* *********** **** ***** ******** **********

Re: File # *******

Dear Mr. **********:

This reply is in response to your letter received on December 20, 2013,  regarding the concerns of:

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

*** *

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

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

Thank you for providing us with the opportunity to address Mr. ******’s reward offer concerns.

Our records indicate that Mr. ******’s installation was completed on 8/3/13.

Customers must remain active, in good standing and must maintain all services for a minimum of 90 days after installation.  Visa Reward Card will be mailed approximately 4-6 weeks after the 90 day period (In this case the 90 day mark would have fallen on 11/1/13). 

I confirmed with the appropriate department to ensure that Mr. ****** is approved for the reward offer and he is.  I explained to Mr. ****** that he is eligible to receive his reward card offer and with the holiday week, he should receive it any day now. 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

Time Warner Cable-Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: twc has been charges customers over 30% more in the last few months just this month my bill went from $64 a month too $119 and i even downgraded in 2012 i was paying only $74 with more channels and faster internet. now i cannot even get email unless i wait 5 minuets . i have supervisors hang up on me tecs not showing up when i wait. and they account services will call back to work with my bill and no one calls it a wounder why they have no business why are they still in business they have gone ****

Desired Settlement: keep bill as it was $64 with the stranded internet speed and get better people worker there that are professional and are not rude in all the departments

Business Response:

 

Dear Mr. **********:
This reply is in response to your letter received December 06, 2013, regarding the concerns of:
********** ******
**** ******* **
********* ** **********
Thank you for providing us with the opportunity to address Ms. ******'s billing concerns.

The review of Ms. ******'s account shows that she has made several changes to her account throughout the year by both adding and
removing services, including the removal of the Digital Variety Tier in July 2013. Ms. ****** was under promotional pricing as well as
receiving an additional $7.00 in other discounts per month, which resulted in a monthly charge of $79.37 after taxes and fees. When the promotional rates expired effective 12/01/13, her monthly charges after taxes and fees increased to $119.15.

Ms. ****** contacted us on 11/29/13 to discuss billing and the representative with whom she spoke was able to provide promotional pricing that reduced Ms. ******'s monthly rate to approximately $96.00 with taxes and fees for standard television service with turbo internet.

On 12/01/2013 Ms. ****** contacted us again asking to lower her monthly charges and as she was already receiving the lowest rate
available to her for the services to which she subscribed, Ms. ****** downgraded her internet service to a slower internet speed that would more closely fit her budget.

When I spoke with Ms. ******, I explained that at no time during the past year, had she been receiving a monthly charge of $64.00 after taxes and fees. We discussed that most months, due to credits and adjustments, she had paid less than what her actual monthly charges had reflected and that when her promotions expired in November of 2012, her monthly rate was approximately $102.00. I shared that we would be able to place her into a promotional rate that provided standard internet services at a discounted rate for the next 12 month as and that her monthly charges would be approximately $83.39 with taxes and fees.

At first Ms. ****** accepted our offer, but then changed her mind and returned to the everyday low price level of internet service. Her
monthly charges will be $62.92 before taxes and fees and approximately $68.72 after taxes and fees.
Ms. ****** is aware that this pricing includes 4 promotions that will expire 11/30/14 and $7.00 in discounts that will expire as of 01/31/14.

She is also aware that the promotional rates do not extend to the modem lease fee as well as the internet and home networking services. When I spoke with Ms. ****** we also discussed the reason for the technician not showing for the scheduled appointment(s) and the credits that had been applied at the time the appointments had been missed. A service appointment was also scheduled for picture and internet issues.

We apologize for any inconvenience caused and would be happy to work with Ms. ****** should she again decide she would like to
upgrade her internet service. Should you or Ms. ****** have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.

Sincerely,
**** *****
******** ******* **********

Business Response:

 

Attention: ******* **********, **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This reply is in response to your letter received December 26, 2013, regarding the additional concems of:
********** ******
**** ******* **
********* ** **********
Thank you for providing us with the opportunity to address Ms. ******'s latest reply.
Ms. ****** has benefitted from various promotional offers through the years she has been with time Wamer Cable. At the time
her 2013 promotional pricing expired on 12101, the monthly charges went to $108.88 pretax (this includes the $7 discount that
was separate from promotional pricing) which was a savings of $72.06 per month when compared to the total cost for each
service without benefit of bundling or discounting of any sort ($180.94 pretax).
Since that time, we were able to provide promotional pricing that further reduced Ms. ******'s monthly rate for the services to
which she subscribed at the time and when we were approached again, we were able to offer her services that more closely fit
her budget. Finally, we extended an offer for the same level of television services she has at this time along with Standard
internet service, which Ms. ****** has declined. Each rate has been for the lowest pricing available for the services being
offered.
Should you or Ms. ****** have any additional questions or concerns, please feel free to contact me. I may be reached
Tuesday through Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.
Sincerely,
**** *****
Consumer Contact Specialist

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.

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

Regards,

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

 

I declined because as I said they want me to pay $ 119 thats a $30 jump and if that'st what they they call budget they are crazy.

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/30/2013 Billing/Collection Issues | Complaint Details Unavailable
12/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We cancelled our service 3 and half months ago and have a credit due to us which they still have not refunded us. I have called several times and am told something different every time. What horrible customer service. We will never go back to them. Yet if you pay your bill a day late they charge your account $7.00. BUT it's almost 4 months and they still have not sent us our money back. Unbelieveable customer service. Please help us.

Desired Settlement: We want the credit on our account refunded to us.

Business Response: Thursday, December 19, 2013
BBB of Wisconsin
Dispute Resolution Center
10101 West Greenfield Avenue #125
West Allis, WI 53214
Attention: ******** ********* ********** ******** ********* **********
RE: File # *******
Dear Ms. ********,
This letter is in response to your letter received 12/19/2013, regarding the concerns of:
****** *****
**** ****** **
***** **** ** *****
Our records indicate that Mrs. *****'s service was stopped, for billing purposes on 9/19/13. Her
equipment, an (HD Digital Cable Box and a Modem) were returned on 9/19/13.
The outside disconnection was completed on 12/04/13. A refund check in the amount of $14.32 was
processed on 12/04/13. The refund should be received by Mrs. ***** within 4-6 weeks from the
outside disconnection date of 12/04/13. We apologize for any inconvenience to Mrs. *****.
Mrs. ***** was contacted on 12/19/13 to advise her of this information, per a voice mail message that
was left for her at ###-###-####.
If Mrs. ***** needs further assistance she should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
Consumer Contact Specialist
Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I setup an electronic bill payment through my bank for payment of $147.49 on 11/26/2013 for a bill due on 11/28/2013 (Thanksgiving Day). My bank has confirmed that the bill was paid on Tuesday 11/26 as requested. Time Warner sent my December statement indicating that I owe $7.50 for a late payment. I contacted Time Warner on 12/12 and got them to remove the late charge based on past good payment history. I was told that the late payment fee was because I didn't take into account that 11/28 was Thanksgiving even though Time Warner acknowledged that payment was made on 11/26. I think this is an unethical business practice that probably caused many of Time Warner Cable's customers to get assessed a late fee that is not justified. Many customer's may not have noticed the late fee added to their bill.

Desired Settlement: Inform Time Warner Cable that for purposes of determining whether a payment is late they should use the date the bank pays the bill. Holidays and weekends cannot be added to the bank payment date for purposes of generating late fees. Request Time Warner Cable refund any late payment fees assessed customers for payments made on 11/26 or 11/27 before the Thansgiving Holiday.

Business Response: Wednesday, December 18, 2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** ****
**** ****** ** *****
Attention: ******** ********* ********** ******** ********* **********
RE: File # *******
Dear Ms. ********,
This letter is in response to your letter received 12/13/2013, regarding the concerns of:
******* ******
*** *** ***** **
******* ** *****
Mr. ******'s monthly billing statement dated 11/02/13 in the amount of $147.49 was due on 11/28/13.
On 12/01/13 an Administrative Late Fee in the amount of $7.92 was automatically added to the
account, due to a payment not being received as of 11/30/13. This information was notated on Mr.
******'s 12/02/13 monthly billing statement.
Billing statements also note: **Please allow 7-10 days for delivery and payment processing. See reverse
side for more convenient payment options.
Mr. ******'s payment of $147.49 was posted to his account on 12/02/13 and noted as payment made on
11/26/13.
On 12/12/13 Mr. ****** contacted our office and spoke to a representative who removed the $7.92
Administrative Late Fee from his account. We apologize for any inconvenience Mr. ****** has
experienced.
If Mr. ****** needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
Consumer Contact Specialist
Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Time warner cable to solve a matter of a bill for December I saw my bill went up 202.00 told them a worker a month ago waived some fee a month ago I paid 98.41 and told me I don't owe 97.68 this remaining money and today I called them will pay when I get back from Christmas vacation on 28th they took off some channels my husband I do not need did not put on their system saying just owe 98.41 on their system then I called in today the worker REFUSED let me talk to a supervisor and said want so solve it with me then said transfer me to specialist that worker was not professional at the voice tone said sorry my leader busy have to work with you period.. I told the worker I will have to report to B.B.B. because refusing me talk to a supervisor. they failed to tell me I will be charged $6.77 fee on adjustment that need to be waived as well

Desired Settlement: I would like see a fixed bill an honest service since the person refused let me talk to a supervisor and a month ago have lied to me about the 97.68 remaining balance for November and for December a worker won't let me speak to a supervisor and the person's tone was TERRIBLE and they also lied about one time charges $6.77

Business Response:

December 18, 2013

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

Attention: ******* *********** ********* **********

RE: File #*******

Dear Mr. **********,

This letter is in response to your letter received 12/09/13, regarding the concerns of:

**** ******

*** ***

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

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

Thank you for forwarding Ms. ******’s concerns to our attention. I spoke with Ms. ****** and apologized for any inconvenience she may have experienced while receiving assistance with her billing issues.  While speaking with Ms. ******, the problem she has is that her current monthly due date (which falls on the 27th of each month)  is conflicting with the date she receives her Social Security check which is on the 3rd of each month.  This is causing her to be late on her payments and receiving late fees.

I explained to Ms. ****** we will be more than happy to work with her and change her due date to a more convenient date to avoid making late payments.   I also made her aware that in order to change the due date, the cycle dates would also need to be changed ( which determines the due date), cycle changes may cause proration of bills which can result in a higher bill for the following month.

 I explained to her that her account is currently pas t due $81.03 and because there is a past due balance we are not able to make changes to her account at this time.  An account will need to be current with no past due balances before we can change the due on her account.  To avoid any interruption on her service, I provided her the number to our Payment Services Department in case she needs to make payment arrangements on her account. 

In addition, I have applied an adjustment on the account in the amount of $15.00 plus tax to cover the late fees which were assessed on 10/28/13 & 11/28/13.  I explained to her that once she is current on her bill, I can place her request for the due date to change from the 27th to the 5th of each month.

No changes have been made at this time due to the account having a past due balance. 

Should you or Ms. ****** have any additional questions or concerns regarding this issue, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

Time Warner Cable-Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My time warner cable internet bill became to high so in early september 2013 i talked to my roommate for her to open a time warner internet account. she called and said that they were going to open an account and that i would have to close mine. i called and was notified that the rep who talked to my roommate actually moved my address to an adjacent house so my roommate could open her account at the house we live in. the rep said she noted the problem, i requested to have my services terminated-she confirmed that she would. (sept 16). She noted that the previous rep had violated there own internal policy by moving address without authorization. i asked if we would have to turn in the modem box-she said no, that the house we live in and the internet was on my roommates name and that modem could stay in place. we received our internet for three months and my roommate was notified that the 'equipment' on her account did not match up. she called tech support and they said her account looked fine. i checked my account and it was not shut down it was incurring charges at an address that i do not live at- i have not moved.

Desired Settlement: for charges after September 16th to be cleared and dropped- on September 16th 2013 I requested termination of services which I am legally allowed to do per my account agreement through Time Warner.

Consumer Response: Desired outcome; for charges after September 16th to be cleared and dropped- on September 16th 2013 I requested termination of services which I am legally allowed to do per my account agreement through Time Warner.

Business Response:

Good morning,

I was able to speak with Mr. ****** regarding his billing and service issues he was having.  He informed me that he originally called to disconnect his services with us.  The day he called to setup this order he informed the agent that his roommate was going to get services at the same address only under her name.  Mr. *******'s roommate called to setup services in her name and the agent entered a transfer of service for Mr. ******'s name and account instead of just scheduling a new service for her.  Mr. *****'s account that was to be disconnected was then moved to another address and billing began there in error.  I informed him that I would get to the bottom of this and make all corrections needed.

I called Mr. ****** yesterday and had to leave him a message with the closing results of this issue.  At this time his account at **** * ***** ****** is disconnected and has a zero balance.  The address of **** * ***** where he has never lived but, was transferred in error has been closed out and has a zero balance.  He informed me that he owed for about 16 days of service.  However, for the inconvenience I have waived any money owed for him.  If he has any questions or concerns I left him my name and direct phone number to reach me at anytime.

Thank you,

******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a Time Warner subscriber for the better part of two years now, and in the past two months I have been having nearly constant interruptions to my internet service. I have contacted customer service to try and get them to help me rectify this issue, as well as to re-numerate me for the two months of terrible service. The customer service reps told me they would not refund any portion of my service fees before today, that they had no clue what issue could be, that they would not provide me with a replacement modem and I would have to find a TWC store and get one myself, AND that they would do nothing to upgrade or improve my service in the future to prevent further incidents or problems. I have never been so utterly disgusted by the disdain I have been treated with as a long time customer with this company.

Desired Settlement: I would like to have my past two months of service refunded, and have a replacement modem provided for me so that I can try and take care of the issue and prevent further service issues with the most reliability possible.

Business Response:

Tuesday, December 10, 2013

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 12/05/2013, regarding the concerns of:

 

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

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

*********** **  *****

 

Thank you for forwarding Mr. ******’s concerns to our attention.  We have attempted to contact Mr. ****** on several occasions without success. Multiple messages have been left providing him with Customer Cares number so that he can call us back and set up a service call. However, we have not heard from Mr. ******.  Unfortunately, as Mr. ****** was previously advised we will not refund any money as we were not notified of any issue prior to 12/05/13. The last time we had contact with Mr. ****** was on 07/18/13 when he called because the services were interrupted for non-payment.

 

 

If Mr. ****** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:00 PM at ###-###-####.

 

 

Sincerely,

 

*******

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/20/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had Time Warner Signature service installed in 8/2013 under the promotion that I would receive a $500 Visa gift card for doing so and maintaining service for at least 90 days. Apparently a post card with a promotion code was supposed to be sent to me shortly after installation, which I never received. After maintaining service for 90 days and not receiving my gift card, I called Time Warner. They informed me that the promotion will not be honored since I did not redeem my promotion code in the specified window (I believe 2-4 weeks). I mentioned that I never received the promotion code to begin with - they said they would look into it and get back to me within 1-2 business days. It has been over one week and I have not received any contact from them. The whole scenario raises the possibility of a scam to me since they could have not sent the promotion code in the first place on purpose so that they would not have to honor the promotion they advertised since by the time customers maintain service for the specified 90 days, it is well beyond the time frame for redemption.

Desired Settlement: $500 Visa gift card as previously promised or $500 service credit.

Business Response:

Good morning,

I was able to speak with Mr. ** and apologize for the inconvenience of reciving his $500 gift card.  I was able to reach out to our promotional department and explain that he never received his redemption code after he was installed with services.  We found that we did issue the code to him and for that as a courtesy we have added him to the exception report that will allow him to get the gift card.  He is aware that it will take 4-6 weeks for processing and is happy that I was able to resolve this for him.  He has my direct number if he doesn't receive the card in the 4-6 weeks as promised.

 

Thank you,

****** **

 

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

***** **

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/17/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since March of 2013 I have not been able to use my box for programing. I have 2 boxes and both read "not authorized". I have written 4 separate complaint letters and sent and dated my copies that have been sent. Yet no response from them. Now they have totally disconnected my service. I will provide the letters as I have a scanner at home to show this information. Plus the interest and administrative fees i will also collect of $60.00

Desired Settlement: A refund of the charges of $10.00 per box ( 2) and 1/2 of the monthly charges that are of 117.90 for 6 months. connection immediately with a written letter of what they have failed on as they pride themselves on customer service. They now have raised the contract price also to 168.00. I want that lowered to the $117.90

Business Response:

Monday, October 21, 2013

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 10/14/2013, regarding the concerns of:

 

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

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

***** **** **  *****

 

Thank you for forwarding ***** **********’s concerns to our attention.  We have attempted to contact ***** ********** on several occasions without success. However after further research on the account, I don’t show that ***** ********** has contacted our Customer Service Department regarding any problems with her services. I show that her account has been in Non-Pay disconnect status numersous times since March.  Unfortunately, at this time we will not make any adjustments on the account as we do not have supporting detailed records showing that there was an issue with her services.  ***** ********** currently has a balance of $724.49 which includes equipment charges of $415.00. If ***** ********** decides to reconnect services then she will have a balance of $309.49 plus any reconnection fees quoted. However the full past due balance will have to be paid before services will be reconnected.

 

 

If ***** ********** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

 

 

Sincerely,

 

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

Consumer Contact Specialist

Time Warner Cable - Wisconsin

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.

complaint # ******* this was closed and not resolved. Since they will not change the bad billing I will be filing law suit against them for more than what I want settled for. They have been contacted numberous times and have failed to act. They have till Dec. 1 st and I will file and then will show the court the letters that have been sent to this company. Since March of 2013 I have not been able to use my box for programing. I have 2 boxes and both read "not authorized". I have written 4 separate complaint letters and sent and dated my copies that have been sent. Yet no response from them. Now they have totally disconnected my service. I will provide the letters as I have a scanner at home to show this information. Plus the interest and administrative fees i will also collect of $60.00
 
Desired Settlement
A refund of the charges of $10.00 per box ( 2) and 1/2 of the monthly charges that are of 117.90 for 6 months. connection immediately with a written letter of what they have failed on as they pride themselves on customer service. They now have raised the contract price also to 168.00. I want that lowered to the $117.90
Desired Settlement: Billing Adjustment

Regards,

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

 

 

Business Response:

Thursday, December 05, 2013

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* **********, ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 12/05/2013, regarding the concerns of:

 

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

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

***** **** **  *****

 

Thank you for forwarding ***** **********’s concerns to our attention. Unfortunately, there is no justification for what ***** ********** is demanding.  If the customer would like to file a law suit she can send the information to **** ** *** ****** ****** ***** ** ****** ********** ** ***** and in the attention of the Legal Department.

If ***** ********** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

 

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

Consumer Contact Specialist

Time Warner Cable - Wisconsin

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/17/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was miss leaded into package deal which include cable, phone, internet and security system. I was told the total cost would be lower than my current bill for cable, phone and internet if I switch by upgrading the cable, internet and adding home security system. I was also told I would get a gift card of 100 dollars for the cable and 50 for security system. I did get confirmation on the security gift card but not on the cable. I stop in at the store to ask about the cable rebate and was told I didnt qualify and that sale manger would call me on the matter that was November 21. I went back into the store again on November 27 again was told a sale manager will call me. I cant get straight answer on why I was told one thing and its not being honored. I have yet to receive a call from anyone. I have deal with a number for issues since switching over to these new services and always told someone will call me back about the issues and no one ever does. The only reason I change over to this new package and added the security system is due to rebates and savings. I feel like I was miss leaded and now being ignored. No one wants to even address the issue or acknowledge them. Time Warner has poor customer services and makes false promises.

Desired Settlement: I want my rebate of 100 dollars gift card to be honored.

Business Response:

Friday, December 6, 2013

BBB of Wisconsin

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

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

 

Attention: ******* **********, **** ***** ******** **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 12/3/2013, regarding the concerns of:

                                                                                       *******  ****

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

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

Thank you for bringing Ms. ****’s concerns to our attention.  I contacted Ms. **** on December 4 and apologized for the misleading information she received when she upgraded from our Triple Play service (television, internet, and telephone) to the Quadruple Play (television, internet, telephone and Intelligent Home).

 

Checking our promotions, I learned that a triple play customer like herself is entitled to a $50 gift card for this upgrade to Intelligent Home.  Because she was told she would also receive a $100 gift card for the cable, internet, and telephone portion of the account, I apologized to her for our giving her this incorrect information, and I credited her account $100.  She was satisfied with this resolution.  We also confirmed that she needs to register for the $50 gift card and keep her account current for 90 days in order to eventually receive the $50 gift card for upgrading to Intelligent Home.

                                                                                

If you have any additional questions or concerns, please feel free to contact me.  I am available Monday  through Friday, from  9 AM to 6 PM,  at ###-###-####.

 

Sincerely,

*** ******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On November 19 I signed up for Time Warner Cables Home Signature Series and was informed that I would receive a free Galaxy Note 8 for doing so. Initially I was informed that I would receive a post card in the mail describing the rules and regulations for this service. I never received this card and called them three times asking them about this card and was told the first two times to wait and expect it to arive in a few days which it never did, The third time I called I was informed that I was no longer eligible to receive the Galaxy Note 8.

Desired Settlement: I want the Galaxy Note 8 that was advertised and promised.

Business Response:

 

Thursday, December 12, 2013

 

 

BBB of Wisconsin

Dispute Resolution Center

10019 West Greenfield Avenue

West Allis, WI  53214

 

Attention: ******* *********** **** ***** ******** **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 12/11/2013, regarding the concerns of:

 

                                                                             ***** ******

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

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

 

Thank you for forwarding Mr. ******’s concerns to our attention.  I spoke with Mr. ****** today, and informed him that our Signature Home Help Desk has set him up with a redemption code today, and registered him today for the Samsung Galaxy Note 8.0.

 

I also informed him that his eligibility for the Galaxy Note 8.0 depends on his being current on his account.  He stated that he had not been informed of this when he originally decided to upgrade to Signature Home.  I apologized and made it clear that it will be a necessary part of his eligibility.

 

Mr. ****** is going to make a payment to become current on the account, and he understands that it is crucial that he is current on the account when the 60-day period of his having to maintain the Intelligent Home service ends on January 19, 2014.

 

Should you have any additional questions or concerns, please contact me.  I am available Monday through Friday from 9 AM to 6 PM at ###-###-####, or a voice mail message can be left at any time.

 

 

Sincerely,

 

*** ******

Time Warner Cable

Consumer Contact Specialist

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

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/14/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We ordered with Time Warner Cable and scheduled an appointment for service to be connected. Without authorization, they canceled said appointment time and did not notify us about it. After the scheduled time had come and gone it took me two hours to get someone on the line who could tell me anything but I don't know. They were not cooperative and several of them hung up on me rather than transfering me. This would start the whole process over again. I took off work to be here for the scheduled appointment time and now I have to take off again so they can try to get this right again.

Desired Settlement: I want to be refunded the installation fee as well as my first month free because I had to take off work for 1 afternoon and now one extra day as well since the operator could not guarentee me a morning time.

Business Response: Tuesday, November 19, 2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** ****
**** ****** ** *****
Attention: ******** ********* ********** ******** ********* **********
RE: File # *******
Dear Ms. ********,
This letter is in response to your letter received 11/18/2013, regarding the concerns of:
**** *********
**** ********* **
************ ** *****
Our records indicate the account is under ****** ********. The installation of Internet service was
completed on 11/18/13. We apologize for any inconvenience Ms. ******** and Mr. ********* were
caused, due to the delay oftheir installation appointment.
On 11/17/13 Ms. ******** contacted our office and spoke with a Supervisor, who applied a credit
adjustment to her account for $72.02. This adjustment covered the cost of her installation of Internet
service, as well as the first month of her Internet service.
Her account is paid in full through 12/17/13.
If Mr. ********* needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
Consumer Contact Specialist
Time Warner Cable - Wisconsin

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.

After all of this, we still have received a bill from them for the first month and installation which was supposed to be free because they no showed us twice. The customer service was awful! They promised installation for the day after they were supposed to be here and then didn't show up again! They didn't bother to notify us that they weren't coming. This is a slap in the face that they would send us a bill for service that they said they would comp us for our trouble.

Regards,

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

Business Response:

I contacted the account holder ****** ******** today and advised her to disregard the billing statement she received. Her billing statement printed prior to the credit adjustments being applied to her account.

She is paid in full through 12/17/13.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/9/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On October 28 2013, I ******* ******** received a letter from Time Warner Cable that my promotional rate is $105.98 and now I will be $130.98 per mouth. I called Time Warner Cable and ask what promotional rate, I been with you since 2008. Time warner said nothing about what my promotional rate, so I ask about the Movie Channel & TMC on demand, Showtime & Showtime on demand. Time Warner said nothing again and only said that you our on a promotional rate. I never signed up for Showtime or TMC all Time Warner said when I went into a bill is I will receive a up grade because I was a loyal customer. I never ask for this. Now calls after calls and no one getting back to me, and even taking to management, I finally had enough. I was talking to *** on 11/13/13 pm, I tried to explain to ***, either *** kept interrupting or said I was on a promotional rate and I said what promotional rate, I never ask for Showtime or TMC. Then I said this fraud, and I tried to say my what was happen and *** kept interrupting me and then hung up on me.(yes, I was very upset that *** interrupted me and started to raise my voice.)I called back and ask to speak to a manger and the lady from Time Warner kept asking what this is about and I told her about my billing and *** hanging up on me and said I would like to talk to Manger. Never talk to the manger, instead I had to talk to her. To making to short, I ask her to take off the Showtime & TMC to get my bill back to $105.98. She came back with a best I can do is $115.20 with out Showtime & TMC. I said WHY would I pay $115.20 without Showtime when I can keep Showtime and pay only $114.99 for less. But this is not the point I never wanted this promotional rate with Showtime & TMC is the first place. All I wanted is my 3 in 1, cable with speed channel, internet, and phone for $105.98. Now the speed channel is no longer and is it Fox sport with different programs that I don't what and even ask Time Warner about a refund for this and also ask about losing 4 channel. Nothing.

Desired Settlement: I am asking for a refund for all my time spent on the for with Time Warner cable. Plus with the Showtime after hour (X) problem that I was never told I had and not restricted to minor.( I found the kids at ****** watch when they slept over.) I will let the BBB take care of any refund for my stress or over billing and not telling there customer the correct billing cause by Time Warner Cable. Thank you and God Bless.

Business Response:

Thursday, November 21, 2013

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 11/19/2013, regarding the concerns of:

 

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

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

********** **  *****

 

Thank you for forwarding ******* ********’s concerns to our attention. I spoke with Mr. ******** and advised that the promotion that he received when he was in the payment center on 11/03/2012 included Cable services with Showtime and The Movie channel, Internet services and Digital Home Phone services. These are the services that he has been billed for the past twelve months. However when the promotional rate for the premium channels expired this month he received and increase. I advised Mr. ******** that I would look into getting his promotional rate decreased and Mr. ******** stated that if the bill was only going to be 78 cents less then he would keep the services he has and just pay for the premium channels.

 

I called Mr. ******** and left a message on his voicemail to advise that I was able to apply a promotional rate for his cable box which would discount his bill ten dollars per month and he would keep the same services. I also advised that if he did not want the promotional rate as he previously advised me that he should contact me directly and I would have it removed.  No refund will be provided.

 

If Mr. ******** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

 

 

Sincerely,

 

 

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

 

Business Response:

 

Thursday, December 5, 2013

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* **********, ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 11/26/2013, regarding the concerns of:

 

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

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

********** **  *****

 

Thank you for forwarding ******* ********’s concerns to our attention.  I spoke with Mr. ******** today December 5, 2013 and advised Mr. ******** that if he is rejecting the promotional rate that he was given, his bill will be at retail value which is $237.80. I advised Mr.******** that Time Warner Cable has never installed any customer without a promotional rate. Mr. ******** has been advised on multiple occasions that he was on a promotional rate and promotional rates do expire which is what happened with his Showtime/TMC channel.  I was able to offer him an additional promotional rate for the cable box which discounted his bill $10.00. We also discussed the balance that he left behind and advised that the $17.62 must be paid before his new bill cycled or he would have a late fee assessed on his account. Mr. ******** mentioned that he spoke with Direct TV and was given a promotional rate and then was told what the bill would be after the promotional rate expired. Which again is the same thing that Time Warner Cable would do is offer a promotional rate for a certain period of time and then retail rate would apply. Mr. ******** states that he will probably consider disconnecting in the future.


 

If ******* ******** needs further assistance please contact Time Warner Cable at ###-###-####.

 

 Should you have any additional questions or concerns, please feel free to contact me. I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

 

Sincerely,

 

*******

Escalation/Consumer Contact Specialist

Time Warner Cable - Wisconsin

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.

On Fri, Dec 6, 2013 at 9:58 PM, **************** wrote:

I have no choice in the matter. I will not except or decline Time warner cable offer because it is true that I talk to direct TV and offer me a promo rate of 24.99 for cable. Also after the promo is done my rate will be 54.99 for cable with No Promo and my cost stay there, except of cost of living.  Now Time Warner cable tell me that there rate our ALL PROMO and if I take the promo off, my rates will be 237.80, that is a lot of money from 117.19 and now to 144.76 a month on promo rate to change. As good faith I paid 117.19 for this month and sent a letter to them why, I would call this number(###-###-####) to talk to Marisol and I could not even leave a message so I had to call the 1-800 number and leave a message and have her call me, no calls back. So I sent in payment of 117.19 and a letter why I am only paying this amount because no one called me back. Now, Marisol call me and tell me that, I have to pay 17.62 or I will have a last charge. All this hassel because they change me from my original rate to a promo with showtime. Just want my original rate back with out showtime, but TimeWarner told me is will cost more.  Now get this, if your bill is due dec.8 you paid it, your coverage is only good to Dec. 17. Look at your service period my state 11/18 - 12-17. I thought you had to pay the first month when it was installed. Either way, Time Warner is not the answer anymore. There chargers and promo are just to confusing to customer.  

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

Additional Notes

Complaint: Time Warner Cable took off WTMJ-4 because both companies were being greedy. Now Time Warner will not honor the letter I sent to them in July, 2013 regarding Wisconsin Statute 100.209(2)-Video Programming Service Subscriber Rights. I have requested 1 day of service credit for each day the channel was interruped from July 25th to September 20th.

Desired Settlement: I want my bill credited.

Business Response:

Wednesday October 9, 2013

BBB of Wisconsin

Dispute Resolution Center

10019 West Greenfield Avenue

West Allis, WI  53214

Attention: ******* *********** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 10/01/13, regarding the concerns of:

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

**** * **** **

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

I have been unsuccessful in speaking with Ms. ******* to discuss her concern with the recent channel negotiations involving the Journal Broadcasting Group. We regret that Journal Broadcast blackout caused you any inconvenience. However, we provided an alternate programming during this blackout, plus a free movie on demand or an Amazon gift card, and free antennas to those that chose to take them. All of that has a significant retail value and we won’t be providing any additional compensation.

Please know that NBC is carried as part of a programming package, and we typically do not adjust what customers pay for changes to the lineup –whether channels are added or removed.

We do appreciate your patience, and your decision to be a Time Warner Cable customer. As in all of our negotiations, we aim to hold down programming costs and retain our ability to deliver a great video experience for our customers.

If Ms. ******* needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

Time Warner Cable-Wisconsin

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.

***** *. Has only tried to call and speak to me one time, which was on Wednesday and she has remained out of the office since.  Since I do work, I would not be at home at 9:30 in the morning.  What she failed to answer is if the stste statute is true?  And if so, why is it not being honored?  I was never offered an Amazon card nor a T.V. Antenna.  I was only offered a free movie on demand.  If I had to accep anything other than what the stste statues offer, I would want the Amazon card.

Regards,

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

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Additional Notes

Complaint: time warner came on my property, causing damage to my driveway and lawn. I was given no notification from Time Warner. Some of my services are out and time warner does not know how to fix.

Desired Settlement: Repair and restore services and compensate for damage done and apology.

Business Response:

October 28, 2013

BBB of Wisconsin

Dispute Resolution Center

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

Attention: ******* *********** ********* **********

RE: File #*******

Dear Mr. **********,

This letter is in response to your letter received 10/15/13, regarding the concerns of:

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

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

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

Thank you for forwarding Ms. ********’s concerns to our attention. I spoke with Ms. ******** and apologized for any inconvenience this may have caused her and assured her that I have escalated her concerns regarding the damages that Ms. ******** included in her complaint to the appropriate department.  Our Construction Contractor, ***** ************, has recently been in contact with Mr. ******** and will be scheduling an appointment with her to review the damages and hopefully resolve all issues at that time.

In regard to the ongoing service issues with unable to view Pay Per View or the Ondemand Channels, a service appointment is scheduled for today, between 2-3pm, to have a cable technician visit Ms. ********’s home to troubleshoot and repair the problem.

If Ms. ******** needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

Time Warner Cable-Wisconsin

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.

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

Regards,

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

The equipment in my home is still not working and now they ruined my router, disconnected my router.  The contractor for the driveway was supposed to be here Monday.  Called ***** ************, left message, no response.   

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I upgraded my service of June 2013. When I did this TWC was running a promotion for the package that I upgraded to that after 90 days of service, I would receive a $100 rebate card within 4-6 weeks after the 90 days. I have confirmed with TWC that I am in fact eligible for the $100 gift card as I reached the 90 days of service and paid my bills on time. It has now been 8 weeks since the 90 day of service mark and I have yet to receive my gift card. I call and I am told that there is a "hold on the promotion" for which I signed up for and they do not know when they will be sending the gift card.

Desired Settlement: I want the $100 gift card that I was told that I would get after signing up for the promotion that I did. It's been 8 weeks and I was told that it would only take 4-6 weeks.

Business Response:

 

Friday November 22, 2013

 

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

 

Attention: ******* *********** **** ***** ******** **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 11/15/2013, regarding the concerns of:

        ***** ******** *** *** *

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

Thank you for forwarding Ms. ********’s concerns to our attention. I spoke with Ms. ******** on 11/22/2013.  She had enquired on 11/13/2013 with customer service about when she would receive the $100 Visa Gift Card that was promised with her promotion when she upgraded her Time Warner Cable services on 6/19/2013.  Originally, she had been told the gift card would be coming to her about 6 weeks after she completed 90 days under her promotion.  That would have meant she would receive the card by the first or second week of November.  Customer service could not give her a firm date at that time.

 

Responding to her Better Business Bureau complaint,  I reviewed the situation with Ms. ******** on 11/22/2013.  I then reached out to our gift card escalation department, and was told that the gift card vendor is currently fulfilling gift cards, and Ms. ********’s card should be going out any day now.  I apologized for the wait being longer than the 6 weeks she had been promised (we are up to about 8 weeks now, since her 90 day period of keeping the promotion ended).  She thanked me for following up, and she will keep my contact information for future reference.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, between 9 AM and 6 PM at ###-###-####.

 

 

Sincerely,

 

*** *

Time Warner Cable-Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been trying since October 11 to transfer my cable and internet service from my prior address to my new construction home. The new construction home is in an established neighborhood with many neighbors on the same street already having cable. I have a cable box in my front yard. I've spoken with at least 10 people at TWC trying to transfer my service. My initial contacts told me my address was not serviceable. Three people completed serviceability requests that they told me should be turned around in 2 business days. Each indicated they would follow-up with me. No one did. My current active serviceability request has been active since October 18. It's been over 2 weeks and no one has acted upon it. Each customer service person tells me it's "pending", it should take two days, and there should be no reason my address is not serviceable as everyone around me has cable...yet the issue has not been corrected. One time I went in person to the TWC office on ***** ******. I spoke to the agent who was rude, indicated there was nothing he could do as the serviceability request was in process. I asked if a truck could be sent out to check the serviceability of my address, and he said no. He displayed the poorest customer service skills of everyone I have dealt with. I've asked to speak to supervisors, with no success. I threatened to term my service and spoke to the cancellation department, hoping that agent could get something done, with no success. There is an obvious mistake in the TWC system that no one is correcting, Many of the customer service reps have noted this, but still no action. It has been a huge frustration dealing with the company. Since they have a monopoly, they need to be accountable.

Desired Settlement: Not only do I want them to finish the job. At a minimum, I want a credit from October 11 until the date the service finally becomes active at my new address. If they believe in service recovery, they should offer me more than that. Thank you for your help.

Business Response:

November 19, 2013

BBB of Wisconsin

Dispute Resolution Center

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

Attention: ******* *********** ********* **********

RE: File #*******

Dear Mr. **********,

This letter is in response to your letter received 11/6/13, regarding the concerns of:

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

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

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

I have been unsuccessful in reaching Mr. ******* to discuss his concerns regarding his experience when trying to have his new home serviceable for Time Warner Cable services.  After reviewing the account, I show Internet and Digital Cable TV was installed on 11/7/13 at Mr. *******’s new home. 

Also, on 11/08/13, an adjustment in the amount of $120.45 with tax was applied to Mr. *******’s new account for the service issues Mr. ******* experienced during the serviceability period.

Should you or Mr. ******* have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

Time Warner Cable-Wisconsin

Business Response:

December 1, 2013

BBB of Wisconsin

Dispute Resolution Center

10019 West Greenfield Avenue

West Allis, WI  53214

Attention: ******* **********, ********* **********

RE: File #*******

Dear Mr. **********,

This letter is in response to Mr. *******’s follow up concerns:

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

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

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

I spoke with Mr. ******* on 11/26/13 regarding his concerns with his experience regarding serviceability to his new home.  Feedback has been provided to the department involved to avoid any future dissatisfaction from our customers. 

I apologized for any frustration and delay this may have caused.  I have applied a one-time adjustment on Mr. ******* account in the amount of $145.82.  Furthermore, Mr. ******* is aware that there is a pending work order on the account for the cable outside to be buried underground, with a tentative date scheduled for 5/31/14.  Mr. ******* understands and he stated that he is satisfied with the resolution.

Should you or Mr. ******* have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

Time Warner Cable-Wisconsin

Consumer Response: I appreciate your help with this issue. response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had gotten a bill in July that showed that 392 dollars was taken from my account within a month time. I had asked to be put onto the auto pay, but I had already made a payment, then without my knowledge my bank was deducted another 270 dollar payment basically triple charging me services in one month. The next month they credited my account and took another 12 dollars from my bank, but after that 270 payment I had stopped auto pay. Then right after I get a bill that stated 134 for total due I get another bill stating I owe 651. They tell me that there are charges and fees because the 270 which I never authorized to be deducted was taken out of my bank, causing a bounce fee in my bank and other crucial payments to be bounced as well. Then I get another bill stating 759 or so, they also charged me for an entire month of service that I never had gotten. I tried to speak with someone and they told me some really unreasonable story about what happens with autopay, not explaining who authorized a triple payment in one month because I know that I would not have paid almost 400 dollars in one month by my own accord for a bill that was a fraction of that. Now they are stating in order to restore services they want a payment of 521 which if they had not taken this amount without me knowing after a payment was made then this entire situation would have never occurred. I find it unreasonable, criminal and unjust that this is happening when I have had horrid services already being told that my services are capped to make others around me have better services and I would pay the same rate although I am not getting the same quality of services. Also I had told the individual I would be contacting the BBB to make a complaint about this, and I went to try to log back into the account and they deactivated the account. Thankfully I saved all the bills that they had available.

Desired Settlement: I would like to have this adjusted to where it does not reflect charges that I did not authorize, my bounce fees alone where immense causing severe stress and panic because of the payment taken out I did not authorize, I had been explained in a way that stated it would start my next bill and be just my normal payment, not two payments, making three payments in one month. I would like to have services restored and an arrangement set up without having to try to pay basically what one months rent would be before services are restored.

Business Response:

 

Tuesday,   November   19, 2013

BBB of Wisconsin

Dispute Resolution Center

 

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

 

 

Attention: ******* *********** **** ***** ******** **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 11/6/2013, regarding the concerns of:

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

                                                                                      ** ***** ***

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

Our records indicate the account at this address is in the name of ******* *******.   Looking at the account, we do not find the name of ******* **** ****** as a person authorized to make changes or receive information about the account.   We have called the telephone number ###-###-#### and left a message for Ms. ****** and Mr. ******* on three separate occasions, saying that we would need Mr. ******* to contact us and authorize Ms. ****** on his account, or that we could go over the billing and any other questions on the account with Mr. *******.  We have not received a response to our messages yet.     

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, between 9 AM and 6 PM at ###-###-####.

 

Sincerely,

 

*** ******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Took money out of my account without my permission theb when I talked to them they sais I signed up for recurring payments which I never did abd then wouldn't refund money or take care of the problem

Desired Settlement: I would like them to be nicer and change the way they have their stuff setup cause I dont think it right what they did to me and don't want it to happen ro someone else

Business Response:

Hello Team,

I have tried to contact the customer and have been unable to do so. When I call the number it tells me that the customer has a voice mailbox that hasn't been setup and can't leave a message and the calls ends.  At this time the customer has been removed from recurring payment on her account and will need to make payments by mail, online or phone each month on her due date.  We truly apologize for any inconvenience this may have cause Ms. ***.  If there is anything else we can do to assist her in the future please feel free to contact us again.

 

Thank you,

****** **

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Time warner cable offers primetime on demand. I was unable to access this television option Oct 26 through Nov. 3. I called a few times and was told there were only a few complaints Oct. 26 and by Nov3 there were many complaints the service was out and I was told half the state was out and they were working on the fix. Then today Nov. 9 the service is out again. I called again and was told again they are working on the problem. I asked for a partical credit since the service was not working for 9 days the past few weeks and I was not eligible for a credit since it was a "free" option. My problem is we pay $145 per month for cable service and they provide less than acceptable service.

Desired Settlement: a 10% to 20% refund for poor service. I have voiced my dissatisfaction with the company many times to them. I would not recommend this cable service to anyone. I am required to pay my bill on time I expect them to provide the service I pay for and is offered to me by their contract.

Business Response:

November 19, 2013

BBB of Wisconsin
Dispute Resolution Center
10101 West Greenfield Avenue Ste. 125
Milwaukee, WI 53214
Attention: ******* *********** **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This reply is in response to your letter received November 11, 2013, regarding the concerns of:
**** ******
********** ***** ***
********** ** **********
Thank you for providing us with the opportunity to address Ms. ******'s product concerns.
We have been unsuccessful in our attempts to contact Ms. ****** to discuss her concerns, however, our records indicate that Ms.
****** contacted us on 11/01/13 because she had been unable to access programming using the Prime Time On Demand channel from
10/26 to 11/01/13.
While we do not charge for use of Prime Time On Demand, we have applied an adjustment in the amount of $13.88 after taxes and fees to the monthly charges for equipment rental and Starter TV (previously known as Basic service) channels which are included in the Prime Time On Demand lineup. We have calculated the credit for the timeframe of 10/26 through 11/09/13 based upon the information Ms. ****** provided in her complaint. This adjustment appeared on ******* ******'s 11116113 Time Warner Cable statement.
We will also forward feedback to the customer care area regarding how to appropriately credit for On Demand programming issues.
As the issue that was occurring at that time has been fixed, we do suggest that if Ms. ****** continues to have problems with her service, that she contact us to schedule a free service call to have one of our technicians visit to make repairs and we ask that you please accept our sincerest apologies for any inconvenience this situation has caused.
Should you or Ms. ****** have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through
Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.
Sincerely,
**** *****
******** ******* **********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: November 12, 2013 RE: Time Warner Cable Account number * Dear Sir or Madam: I cancelled my cable television service with Time Warner Cable (TWC) on September 3, 2013. I confirmed that the cable television box was received by TWC on this date, and confirmed that service should have been cancelled the same date. Despite conversations with TWC in September and October, my service has not yet been cancelled. I continue to receive bills from TWC. Today I received a November bill for $144.67. I received a bill in mid-Spetember. I called TWC upon receipt, and they assured me that service was cancelled effective 9/3/13. I received a bill in October. I called TWC upon receipt, and they assured me that service had been cancelled effective 9/3/13. Today I called TWC upon yet another bill, and they questioned my decision to cancel service asking me why I wanted to cancel! I clearly requested my service to be cancelled. They refuse to honor my request to cancel! Initially, the TWC representative assured me that service would be cancelled upon receipt of my cable box. The account still has not been cancelled; I continue to receive bills; I cannot resolve the situation with TWC. I asked to speak with a supervisor to process the cancelation when I called today (November 13 at 2.30pm.) They refused to connect me to someone who could cancel my account. Furthermore, I am entitled to a refund of $68.39 for unused service in the month of September. I have asked about this refund when I called TWC at least four times since September 3, 2013. They assured me the refund would be processed within 6-8 weeks from 9/3/13. I question how I am to go about cancelling my account when sending in my cable box and requesting cancellation over the phone has not been honored. I have spent unnecessary time calling TWC to see why my cancellation has not been processed. Obviously my September refund has not been processed either. Many thanks, Wendy *******

Desired Settlement: Cancel service effective 9/3/13. Refund $68.39 for unused September service.

Business Response:

November 18, 2013

BBB of Wisconsin

Dispute Resolution Center

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

Attention: ******* *********** ********* **********

RE: File #*******

Dear Mr. **********,

This letter is in response to your letter received 11/13/13, regarding the concerns of:

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

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

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

I spoke with Ms. ******* today regarding her experience when contacting Time Warner Cable and requesting a disconnection for her account.  I apologized for any inconvenience and frustration Ms. ******* may have received during this time. 

After reviewing the account, a disconnection order was entered on the account on 9/3/13 however, the order was pending and not scheduled for a specific date which resulted in the monthly statements to continue to generate.  I confirmed with Ms. ******* that her Time Warner Cable account has been disconnected and the billing on the account has been back dated to 9/9/13 which is the date Time Warner Cable received the cable box.

A refund in the amount of $77.03 will be mailed, in a form of a paper check, to Ms. ******* to the forwarding address we have listed.  Ms. ******* should receive the refund within 4-6 weeks.

If Ms. ******* needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

Time Warner Cable-Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Problems with Product/Service | Complaint Details Unavailable
11/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We were TWC customer for 30 years. Since Cable came to our town. We changed to *** in may. Called TWC to pick up their equitment. They never did. Not for months. We kept calling asking them to do so. Finally ****** went all the way to the next town to drop everything off. thought we were done. Yesterday we got a letter from an agency saying we owed TWC 127.00. We were always early pay customers. Never got a call or bill for 127.00. We're 2 adults over 50 who own their home and cars and have jobs. Why wouldn't we pay or challenge a bill for 127.00? That's dinner with drinks and you know it. We would have paid the bill and fought about it later. If TWC they will see that even after we weren't their customer we kept contacting them to clean up their mess. I think this company is being a bully and now we have a black eye on our credit. Please. Someone use their common sense. I just don't want this company to abuse someone else.

Desired Settlement: Wants this ONLY bad mark off our credit!!

Business Response:

 

November 21, 2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** **** *** ********** ** *****
Attention: ******* *********** **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This letter is in response to your communication received November 01, 2013, regarding the concerns of:
****** * *****
*** ******* ***
******** ** **********
Thank you for forwarding Mr. *****'s billing and collections concerns to our attention.
Our records showed that regular billing on Mr. *****'s account continued until a disconnection was entered into the system on
06/04/2013 and scheduled for 07/04/2013.
We sent a statement in the amount of $334.02 (two month's service charges) which generated prior to the disconnection and
a statement in the amount of $519.16 on 07/06/2013 after the disconnection was completed, which included the adjustments
from 07/04/2013 through 08/09/2013 and unreturned equipment fees. As the equipment had not been returned by
08/05/2013, another statement for $519.16 was sent. When the account balance had not been paid by 08/06/2013, the
account was sent to collections.
Upon further review, however, we found that Mrs. ***** ***** had contacted us on 05/17/2013. During the conversation with
our customer Care representative, Mrs. ***** stated that they had had service through another provider installed at their home
on 05/16/2013. At the end of the conversation, the call was transferred to our Customer Solutions department so that a
disconnection could be scheduled. Unfortunately, the disconnection was not entered at that time and the request that was
initiated to have a technician visit to recover the equipment was cancelled; we regret that no additional request was made
internally
We were able to process an adjustment of $275.80 which reflects the requested date of 05/16/13. The *****'s should receive
their refund within 4 to 6 weeks. Additionally, we have contacted *** ********** ****** and advised them of the situation.
*** has removed the debt from their credit report, which can take 7 to 10 days to be updated and *** will also be sending a
letter to Mr. ***** to notify them of this action.
Please accept our sincerest apologies for any frustrations this situation has caused.
Should you or Mr. ***** have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday
through Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####. I will, however, be out of the office from
10:00AM 11/23 through 12/02/2013.
Sincerely,
**** *****
Consumer Contact Specialist

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

****** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Years and years ago we had Time Warner Cable. A few years later, we upgraded and got a DVR. When that technician came to replace the boxes, he took my old box. When I moved to *** ****** last year, TWC claimed I had two boxes and I was charged bw/ 300 and 400 for the “missing” box. TWC and I went in circles about this – finally I called one day and spoke to someone in “sales.” I asked if I wanted to set up service and have two boxes, would I be charged monthly for those boxes. They said yes. I asked to be transferred to the “service” department and explained once again that I never had two boxes and that their sales rep just told me I would have been billed monthly for that box had I had two. I told them to check my bills and see that I never was charged for two boxes. They finally indicated they would reverse the charge – including the one that was sent to my credit report as a “major delinquency.” I followed up with them for months and months and they told me it could take up to 3 months to fix. When it finally WAS reported to the credit bureau, they indicated the balance was “paid in full.” So, now it’s still on my credit report as a major delinquency that has been “paid,” instead of something I never owed. This has not been my first AWFUL experience with Time Warner Cable. I can estimate that I have spent over a week's worth of work time on this issue over the course of year. According to my current salary, that is over $1000 worth of my time and the problem was fixed- but in a way that still indicates Time Warner Cable did "something right" and I was still in the wrong in creditor's eyes.

Desired Settlement: I want the correct information reported to the credit bureaus

Business Response:

Hello,

I apologize for the delay in responding to this issue.  I have been playing phone tag with the customer.

I was able to speak with Ms. ***** again this morning and tried to explain to her our findings regarding the equipment and billing issues. I was informing her that the reason her account went into collections was due to her not making her final payment within 30 days of her disconnection.  I explained that this is our policy for all Time Warner Customers if you disconnect and have a remaining balance left over the customer must make that payment within the 30days if that isn't done then the balance and account is then sent to an collection agency.  The she contacted us several times and the equipment and equipment charges were removed from the account and she still had a final balance of $86.92 which she paid but, it more than 30 days later.  Ms. ***** didn't want to hear any of this and told me that her lawyers will be involved, she has an investigator reporter doing a story on this matter and finally she will continue to work with the BBB to clear this up. 

She wants to also be compensated for all the time and efforts spent to contact us to try and get this resolved I informed her that we do not compensate for time loss or time spent on the phone to resolve an issue that wasn't due to our error.  I explained to her that the collection agency will need to make updates to her credit report and TWC doesn't handle that.  Ms ***** will continue to work with the BBB. 

 

Thank you,

******

 

Business Response:

Hello Team,

Unforunately, as noted in the previous response Ms. ***** will need to contact the Collection Agency regarding removal of anything that is on her credit report. Time Warner Cable isn't able to remove entries on accounts.  Ms. ***** has been informed of all our findings regarding of her old account. The number she can call is CPA ###-###-####.  Her account  shows as paid in full since 1/2013 paying the balance doesn't remove the entry from the credit report.  The entry will show as paid in full and this is policy of the collection agency unless their willing to make a change. 

The collection agency will be able to inform her of length of time an entry remains on the credit report.  Ms. ***** had a write off balance of $386.52 as of 7/3/12 on 8/28/12  a payment of $86.52 was made to the agency by Ms. ***** and left the $300 for the unreturned equipment our system showed she had.   Then she contacted TWC again and we removed the $300 unreturned equipment charge from her TWC account because she said she gave it to a tech on a service visit to her home.  TWC took the $300 loss and removed the equipment as of 1/11/13 and the TWC account was zeroed out.  She will need to contact the CPA at ###-###-#### regarding the entry reporting on her account.  Time Warner Cable doesn't credit customers for time loss. 

Per Time Warner Cable an account is written off 30 days after the disconnect order closes out:

  • Once an account is written off permanent memos will be placed on the account.
  • The subscriber must make any future arrangements with the collection agency.
  • If the customer is disputing the write off balance, and their concerns cannot be resolved in Customer Operations, they must put their concerns in writing and send it to the collection agency.
  • If adjustments are made to the account after the balance has been written off, the information should be forwarded to the 3rd Party/Recoveries group via IssueTrak.  A representative will notify the collection agency of the adjustment and will also make the necessary changes to the write off notes in the billing system.
  • No arrangements can be made on a balance that will be written off to the collection agency.  In order to avoid the balance being turned over to the collection agency the customer must pay the balance in full within 30 days of the disconnect.
  • If the customer pays the write off balance in full within 30 days from the date the balance was turned over to the collection agency, the information will be deleted from the collection agency, and will not remain on their credit history.  The customer must pay the full write off balance including  the collection fee.
  • If the balance is paid after 30 days, or is not paid at all, the information will remain on their credit history for seven years

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.

Again, I reject this response.  In this, Time Warner Cable clearly states that I paid the remaining balance OF WHAT I TRULY OWED ($86 odd dollars) before the collections agency ever was contacted. The collections agency was only contacted AFTER that was paid - therefore truly only $300 should have gone to collections.  And, bottom line, I still never owed the $300 which TWC acknowledged. The only reason the collections company got involved was because TWC CONTRACTED THEM TO DO SO. The collections agency is only responsible because TWC purchased their services. I reject this response because this is still the fault of TWC.

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my cable service but kept the internet. My next bill should have been reduced but they still debited my checking account the full amount from when I had cable. They state that they are unable to deposit the credit back into my account. My only options are to have my TWC account credit for the future months or wait 7-10 business days to receive a refund check in the mail. I do not feel I should have to wait that long when it was their error.

Desired Settlement: Amount owed should be credited back to my checking account in a timely manner.

Business Response:

Thursday, January 24, 2013

 

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

 

Attention: ******* **********, ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 11/07/2013, regarding the concerns of:

 

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

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

******** **  *****

 

Thank you for forwarding ****** *********’s concerns to our attention.  I spoke ****** ********* and advised that I would have the refund ticket escalated and that I would call her back once I received and update.

 

I called ****** ********* at 3:03pm today and left a detailed message to advise that the refund in the amount of $85.34 was processed and will be refund back to the Visa card, however it will take 3-5 business day to process.

 

If ****** ********* needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

 

 

Sincerely,

 

*******

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

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October 8, 2013 I contacted Time Warner Cable Business Class office in Milwaukee, WI to get quotes for moving my existing service from Mequon to downtown Milwaukee. On October 15th I agreed upon service for phone & internet. From day one the YWC rep knew I needed the service installed in October 29, 2013. He assured me it would be isntalled on teh 29th. He indicated paperwork would need to be signed to approve the services and then a corrdinator would be calling me to schedule the install. On October 16th all my request were confirmed and again the rep said service was confirmed for October 29, 2013 and the paperwork would be emailed right away. After October 16th I could not get a phone call or any response from the rep. I moved my business on October 29th and still had not heard back from the rep and therefore had no installation. On October 30, 2013 I stopped into the TWC downtown Milwaukee offices. I asked to speak to the reps supervisor and in 5-10 minutes a man and woman appeared. They aplogized that the rep did not do his job and insured me my service installation would be expedited. I signed the documents and left. When I called back the next day to see about an installation date I was told my service request was nowhere in the system prior to me stopping in. Therefore I would be put in line with everyone else who jsut ordered service. On Friday November 1, 2013 i called to speak to the woman that had come down to insure my service would be handled correctly. She told me that my service was scheduled to be installed that day. Great news!! Well my call to heer was @11am and I aksed her if I hadn't called her myself how would I have known my service was scheduled for install that day. She did not have an answer, but told me it would be installed between 8am-5pm. A nine hour window that I had to make sure someone was here in case they showed up. while I was still in the move process. Well 5pm came and went so I called in and after two phones calls and a 20 minute hold I was told @5:35pm that the tech was on his way and would be at my location by 7pm??? I had plans with my family for Friday night and told them I would not be around and that a 9 hour window should have been sufficient. When I called back in the morning of November 4th I was told be the same woman that 'Because I cancelled the installation I would be put right back in line with the rest.' It is 11/6/13 and still no service and a possibel installation date of November 12, 2013 two weeks after my requested and guaranteed installation date. How can TWC Business Class expect a business to function if they always blame the customer and seem to not give a darn about our business?

Desired Settlement: The internet service at my old location is still running, but obviously cannot be used from the new location. I left that location on October 29, 2013. I would like the cost of the internet service from 10/29/13 untill it is installed at the new location credited. I would also like to have a credit for a mimimum of one half of 1 months phone & internet service at my new location. I am writing via our home internet service because it is the only way I can conduct my business. That should equate to less thaan $100 in credits.

Business Response: Sunday, November 17,2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** ****
**** ****** ** *****
Attention: ******** ********* ********** ******** ********* **********
RE: File # *******
Dear Ms. ********,
This letter is in response to your letter received 11/07/2013, regarding the concerns of:
***** ******
**** * ******** *** ****
********** ** *****
Mr. ******'s complaint was forwarded to our Business Class Department. After review, it was
determined that there was a slight delay in installing Mr. ******'s services at his new location. The
installation was completed on 11/12/13.
A credit adjustment was applied to Account # ********** in the amount of $ 138.29. This brings the
account to a zero balance. A credit adjustment was also applied to Account # ********** in the amount
of $ 169.17. The amount covers Installation fees and services through 12/11/13.
If Mr. ****** needs further assistance he should contact Time Warner Cable Business Class at ****** ********.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
Consumer Contact Specialist
Time Warner Cable - Wisconsin

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer of Time Warner for over 10 years. I see commercials several times daily about service bundles starting at 79.99 for cable/phone/internet - however I am not eligible for that pricing because I am already signed up for a bundle. I have not signed up for a new "bundle" since 2009 - but they automatically renew your bundle & continue to raise pricing & the service keeps getting worse ( lose of channels/chaneels freezing/rebooting box/poor signal feed).

Desired Settlement: To show appreciation to long-term customers and to not automatically renew contracts!

Business Response:

 

November 7, 2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** **** ***
********** ** *****
Attention: ******* *********** **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This reply is in response to your letter received October 17, 2013, regarding the concerns of:
****** ******
***** ***** ***
****** ** **********
Thank you for forwarding Ms. ******'s concerns to our attention. Although we have not been successful in our attempts to reach Ms. ****** at the
contact number provided in her complaint, we were able to review Ms. ******'s account.
While we understand Ms. ******'s frustrations, in February of 2009, Ms. ****** entered into a 2 year Price Lock Guarantee agreement with Time
Warner Cable. An automatic renewal provision was included in the terms and conditions which Ms. ****** accepted during a 3rd party verification
process which was completed 02111/2009. The tenns and conditions were also included in the welcome packet she received.
Because Ms. ****** did not opt out of the renewal process when her renewal documents were mailed to her in December 2010, her agreement
term was automatically renewed for two years. The agreement was again automatically renewed in February 2013 as we were not contacted
regarding opting out of the automatic renewal prior to the renewal date.
As a courtesy, should Ms. ****** like to discontinue the Price Lock Guarantee agreement, we would be able to place her into a promotional rate
which will lower her monthly charges by approximately $20.00 from where she is currently, however, she would not be eligible for new customer
pricing. We will also, as a courtesy, waive the early tennination fee if she decides to leave the Price Lock Guarantee agreement.
Because this agreement is no longer available except to those who have been "grandfathered" into the program, if Ms. ****** decides to opt out at
this time, she would not be able to again take advantage of the Price Lock Guarantee pricing should she change her mind.
Should you or Ms. ******.have any additional questions or concerns, or if Ms. ****** would like to make any changes to her account, please feel
free to contact me. I may be reached Tuesday through Friday, between the hours of 6:00AM and 2:30PM and on Saturday between the hours of
6:00AM and 10:00AM at ###-###-####.
Sincerely,
**** *****
Consumer Contact Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/17/2013 Billing/Collection Issues | Complaint Details Unavailable
11/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Contacted Time Warner to ask about reduction in bill due to blackout of NBC stations. Was told by customer service that my bill would be reduced several dollars per month and I would see it on my next bill. The next bill came and there was no reduction in cost. I called and was told that Time Warner was not issuing any billing credits. I am frustrated because I was told by customer service that my bill would be credited. I am asking for compensation for not being able to access the channels that I am paying for. Though Time Warner says that people can get this station over the air, that is not the case for me because of where I live. I have been a loyal customer for many years and have always paid my bill in full. I feel that Time Warner has not kept up their end of the bargain.

Desired Settlement: I would like to be compensated on my bill for the stations I am not able to access due to the blackout that was part of the package I paid for originally.

Business Response:

 

Monday, September 9, 2013

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 9/09/2013, regarding the concerns of:

 

**** *******

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

*********** **  *****

 

Thank you for contacting us about Journal Broadcasting Group’s blackout of channels on the Time Warner Cable lineup.  As you know, we have been negotiating for some time to reach reasonable terms with Journal for the right to continue carrying their channels, and regret that you’ve been inconvenienced by this blackout.

 

You asked to receive a credit for these blacked out channels.  Please note that Journal Broadcasting Group’s channels are carried as part of a programming package. With the exception of premium channels like HBO, we sell programming packages rather than individual channels. Sometimes we have to drop channels from those packages, other times we add channels.  And over the past few years, we have added a number of channels to various programming packages.  We typically do not change what customers pay when we modify programming packages; however, if a blackout continues for a protracted period of time we will assess how best to address the issue.

 

You specifically asked for a credit based on Wisconsin Statute sec. 100.209(2). Unfortunately, that statue applies to a total loss of all services, not a temporary suspension of a single channel in a contract dispute.  We sincerely regret that you’ve apparently been misled into thinking you were due a credit under Wisconsin law, but the law is clear.

 

Despite what you may hear or read, we are actively engaged in negotiations to return the Journal channels to our lineup.  However, we will not do so under the terms being demanded by Journal that would require us to raise the price you pay for TV.

 

We hope Journal restores its channels to our lineup soon.  In the meantime, we hope you are enjoying the temporary replacement programming provided, and the free preview of the

 

Tennis Channel from August 26 through September 9, 2013.  And be sure to look in your e-mail and USPS mail for another small gesture of appreciation—either a movie-on-demand coupon or a gift card.  Instructions on how to redeem those should arrive in your home by August 31, 2013. 

 

We do appreciate your patience, and your decision to be a Time Warner Cable customer.

 

I would also like to apologize for the miscommunication that occurred when the representative offered you a credit.

 

If **** ******* needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

 

 

Sincerely,

 

*******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I disconnected service on August 19th and asked for an equipment pickup so I could get the $263 hold off my account outstanding. During my phone call to cancel, the rep I spoke with set up a time for TWC to pick up their equipment (since I live over an hour from their "nearest" location to me.) Everything was set up so we disconnected. I did not hear much for a while, so I called back 9/6 and spoke with a rep for 15 minutes to explain the previous call. Apparently, my phone number and address were both incorrect - so I asked them to update the information to my new telephone number ###-###-#### and ********* ******** ****** ********** ** *****. They said they would send someone again for pickup. Nothing happened, so I called on 10/3 at 6:00pm, explained the situation again, and this time I was told they were not going to be able to come out unless I pay a fee. She mentioned that she showed no record of anyone ever scheduled to come pick up my equipment. I disconnected because I was extremely frustrated at this point. I called back on 10/4 at 8:17 pm and spoke to both a rep and a supervisor. They ASSURED me everything was updated and the equipment would be picked soon. She emphasized that I should get a receipt. They sent the rep to the wrong address, so when he called, he couldn't come. He told me he'd call me back. No callback. I called TWC AGAIN, and this time a supervisor promised that it would be taken care of, that I shouldn't pay the $263 bill, and the equipment would be picked up today. I was home all day, no one showed up, and they called my fiance's number. Unacceptable. I called back TWC for the umpteenth time and asked them to review all phone calls I made, pick up my equipment tomorrow between 6-7 at the proper address, call the proper number, and I also want to speak with the **** ******* named ***. I am extremely disatisfied with the inept customer service TWC offers. I need answers, NOW. What is going on with this? P.s. Your online support told me my equipment was returned...lie.

Desired Settlement: I would like TWC to DO THEIR JOBS before I fully collect this information and take it a step further for legal review. There is absolutely no reason why any customer should have to endure 2 1/2 months of false information, no-shows for appointments, incorrect information retention, and overall poor customer service. I currently have TWC but am considering cancelling ALL services and advising all of my clients and friends to do the same. I will be telling them about this asinine experience.

Business Response:

Tuesday, November 5, 2013

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 10/30/2013, regarding the concerns of:

 

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

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

********** **  *****

 

Thank you for forwarding ***** **********’s concerns to our attention.  I spoke with ***** ********** and apologized for the inconvenience she experienced when contacting our Customer Service Department.  I advised ***** ********** that I would submit the proper feedback to the agent’s supervisor.  ***** ********** requested that someone from our Senior Management group call her back. I advised that I would have my Supervisor ******* ****** contact her. ***** ********** spoke with ******* ****** regarding her experience and the information received will be forwarded to Senior Management for review.

 

If ***** ********** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

 

 

Sincerely,

 

*******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: TWC misplaced a payment of $66.40 in July, 2013. They reported the bill unpaid; however, the payment did post from my bank account. Starting in July and continuing throughout September, I would receive harassing auto-phone calls every single day (some days up to 3-5 calls and voicemails) alerting to me that my payment was overdue. These calls came directly to my work phone, disrupting my workday to alert me to a missing payment that I had already paid. I also received statements in the mail weekly threatening to cancel my service if I did not pay my overdue payment. Starting in September, my services (phone and internet) began to get suspended for this "missing" "unpaid" payment. I work from home, so again my work was affected by this billing mistake. From about mid-July to late September, I called Customer Service about once per week and spent about one hour of my time trying to resolve this issue. Every time I called, I had to talk to many different people, explaining the same problem over and over again, each time the person would give me a different solution. At the end of the call, the Customer Service Rep would say that my problem was fixed and the harassing calls and suspended service would cease. Every time they were wrong. I have gone to my bank and had them fax over a copy of the payment that indeed WAS posted on July 1st. Then I called TWC back to say that I had the necessary proof that they requested. At this time, I was told by the Rep that the problem was "probably one of the billing people simply took my money and applied it to someone else's bill." Bottom line, they totally screwed up. Admitted it. Took about three months of my time and frustration. Cancelled service to a 100% paid customer. Made me feel like a liar. And now they still have yet to resolve this issue for me! This is the most ridiculous excuse for a company that I have ever dealt with.

Desired Settlement: I absolutely expect at the very minimum - a phone call with an apology and a one-month free subscription to both my internet and television. This has been a nightmare. I will absolutely, without a doubt cancel my service without this bare minimum.

Business Response:

Tuesday, October 15, 2013

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 10/01/2013, regarding the concerns of:

 

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

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

********** **  *****

 

Thank you for forwarding ******* ******’s concerns to our attention.  We have attempted to contact ******* ****** on several occasions without success. We sincerely apologize for the errors that transpired since ******* ******’s account was changed from receiving one statement to having two mailed out. Unfortunately, we will not be able to credit ******* ******’s account for one full month of services due to the fact the payments were being applied to one statement and not split. I show that all agent fees and late fees have been credited to the account.

 

 

If ******* ****** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

 

 

Sincerely,

 

*******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Almost 3 years ago we order the standard internet service from Time Warner Cable. Apparently at that time the standard speed was 10mbps. We were given the turbo speed of 15mbps. Because we had a 12 month promo for standard service at $34.99/month they gave us that service without charge. After our promo had ended they changed the standard speed to 15mbps (which is what we were getting). They have been charging us for turbo service (that we never asked for) because they say that is what we originally had (which is not what we agreed to). Even though they were charging us for turbo service they never upped our speed to turbo speed - it remains at the standard speed. Our bill kept getting bigger and bigger so we looked at it more closely and chatted online with them to get it resolved. We wanted to be refunded for the overpayment of a service we didn't ask for nor were we receiving. They said we waited to long to do so and they can not refund back any further than 3 months and would only give us a loyalty credit that amounts to way less than that which we overpaid.

Desired Settlement: I would like to see a check for the full amount of $231 for the 22 months of being charged a $10 (plus tax) turbo upgrade for the service that we never ordered nor asked for and were not receiving the 20mbps turbo speed.

Business Response:

Thursday, October 10, 2013

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 10/02/2013, regarding the concerns of:

 

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

*** ***** **

********* **  *****

 

Thank you for forwarding ******* ******’s concerns to our attention.  We have attempted to contact ******* ****** on several occasions without success.  Unfortunately, we will not provide ******* ****** with a check for $231.00 as she was advised previously. ******* ****** was given a three month loyalty credit on her account in the amount of $33.08.

If ******* ****** needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

 

*******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

 

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.

It is true they have given me a customer loyalty credit in the amount of $33.08. What I'm seeing from this is that I have over paid $231 in the past almost 2 years and the company recognizes my loyalty, but, is unwilling to correct the mistake - they have no loyalty to me. They tried to call me 2 times since 10/9/13. I attempted to call them back as well but was unable to talk to anyone on the matter.

Regards,

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

 

 

Business Response:

Wednesday, October 30, 2013

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* **********, ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 10/02/2013, regarding the concerns of:

 

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

*** ***** **

********* **  *****

 

Thank you for forwarding ******* ******’s concerns to our attention.  We apologize that ******* ****** is not satisfied with our findings. However as we have previously advised the customer we will not send a refund in the amount of $231.00. Please be advised that it is in our Time Warner Cable Residential Subscriber Agreement that any billing errors or mistake must be brought to our attention within 30days of the date you received the bill under section 1 (I).  Notices were printed on every customer statement to advise of the speed change. We apologize for any inconvenience this may have caused.

 

 

If ******* ****** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

 

 

Sincerely,

 

*******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/10/2013 Billing/Collection Issues | Complaint Details Unavailable
11/9/2013 Problems with Product/Service | Complaint Details Unavailable
11/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Overpayment of $18.98. It has been nearly 9 weeks since overpayment and my check clearing.Numerous phone calls and follow-ups have produced company lies and false promises but NO REFUND! This company has no sense of respect for following up on customer concerns. Nine weeks is too long to wait for money they have been overpaid! Not timely!Maybe it is clear why Time Warner Cable is no longer a provider of services to me.

Desired Settlement: Quick response and check.

Business Response:

 

November 6,2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** **** *** ********** ** *****
Attention: ******* *********** **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This reply is in response to your letter received October 28, 2013, regarding the refund or exchange concerns of:
****** ** *****
** * ******** **
******** ** *****
Thank you for forwarding Mr. ** *****'s concerns to our attention.
We were able to review Mr. ** *****'s account, which was disconnected on 08/23/13 and had a remaining balance due of $16.62 for
services received through 08/23/13. Mr. ** ***** submitted a payment of $35.60 which was applied to his account on 08/26/13 and left a
credit balance of $18.98.
I spoke with Mr. ** ***** to explain that according to our documentation, because Mr. ** *****'s account was no longer active, the refund
should have been received within 4 to 6 weeks of 08/26/13, however, in this case, the automatic refund process began within that 4 to 6
week window, on 10/10, which resulted in the refund check having an issue date of 10/23/13. Feedback has been shared with the
appropriate departments to ensure that the information being provided to our customers accurately reflects the process.
Mr. ** ***** should be receiving his refund shortly. Please accept our sincerest apologies for any frustrations this has caused.
Should you or Mr. ******* have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through
Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.
Sincerely,
**** *****
Consumer Contact Specialist

Consumer Response:


Better Business Bureau:

As a customer, I don't have any interest in the company procedures. What is important is the end result. When informed by company representatives that the refund should be expected in 4-6 weeks It should be in the customers hands not the start of some internal process with no projected end time. This process has far exceeded the 4-6 weeks time as it is over 10 weeks and my refund has just arrived.

TWC can sugar coat the response any way they want. The fact is 6 weeks is not 1,0 weeks.I have reviewed the response made by the

 business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Trying to upgrade my tv service. today the cable guy came for the 3rd time. again the wrong parts ! Time warner is complete *Word Rejected* ! I have never seen *Word Rejected* service in my life ! I have wasted hours of my time waiting for useless Time warner cable to fail once more at trying to serve a customer. Complete *Word Rejected* !

Desired Settlement: Finish the Job ! Get the *Word Rejected* parts and do the job correctly ! Follow up with your customers and OWN your projects ! Start talking to your customers and provide the service that they request. Dont make exuses or lies about next time we will get it right ! Do your job, or get out of the business !

Business Response: Attention: ******** ********* ********** ******** ********* **********
RE: File # *******
Dear Ms. ********,
This letter is in response to your letter received 10/22/2013, regarding the concerns of:
****** *****
**** * ***** **
*** ****** ** **********
I contacted Mr. ***** this morning to follow up on the Installation appt., which was scheduled for
10/24/13 between 5-6pm. While at Mr. *****'s house,
the Technician installed an HD Cable Box and (3) Digital Tuning Adapters.
Mr. ***** stated the Technician spent time at his house and explained everything. He is very pleased
with the outcome.
I went over Mr. *****'s billing with him and detailed the credit adjustments I have applied to his
account:
* $ 277.52- for 2 years of Wireless service. Mr. ***** stated his ******* Router was returned in 2009,
although he did not have a receipt. The ******* Router was removed from his account on 10/22/13 and
put into a lost status.
* $ 53.03- for Installation charges dated 10/24/13, removed as a courtesy for Mr. *****s
inconvenience.
* $ 76.43- for 1 month of Cable Service including equipment cost, due to Mr. *****s inconvenience.
Mr. ***** is aware his account is paid in full through 11/29/13. In addition his account has a credit
balance of $ 207.75, which will go toward his billing statement that will print on 11/24/13 for the period
of 11/30/13-12/29/13.
If Mr. ***** needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
Consumer Contact Specialist
Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I did not make a payment in January of 2013. I made a payment in February and paid the bill up with a $13 credit for March. I received my bill for March saying I owed them $337.45. How can you go from a credit of $13 to $337.45. I called the cable company and they told me that I did not pay for January. Yes I did I told them the conformation number. They said they would look into the problem and call me back in 2 weeks with the total of a new bill. They said yes that they received the payment. They never called me back and I did send them $75 in the mean time. I called them back 2 weeks later and found out that I owed them $86 in that area my bill was due that day. I now received a bill for $228.50 I called them and told them I would send in the money on Monday the 13th of May, because I did not want my cable shut off. On Sunday the 12th my cable was shut off. I called them and asked why my cable was shut off after they told me it would not be shut off. We had to have someone out to fix our service we found out that we never had a booster box installed the first time they hooked it up. No charge, Okay now I get a double bill. I believe they are charging me for the service call. I have had nothing but trouble since I do not want to pay the late charge when I feel it was their fault that I did not get a new bill. We had nothing but trouble with the cable service since it was put in, it kept turning off or the channels did not turn. We kept changing the batteries, which worked for awhile, same problem again. Called cable and they kept telling us their was nothing wrong. I got a new phone for people that a losing their hearing and it runs off the internet I upgraded the internet and they sent me a new modem, this box was not capable with the converter, we where unable to get a signal strong enough for setting everything up. I called and someone came out that day. He checked everything out set up the old modem and took the other modem back with him. I would like the late fees returned on my next bill. I am tired of talking to a machine that only understands certain options.

Desired Settlement: I do not want to pay for the late fee that I feel that it was their fault. This all started with a miscommunication. The person I talked to did not understand what I was saying.

Business Response:

 

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

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 10/22/2013, regarding the concerns of:

 

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

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

********** **  *****

 

Thank you for forwarding ****** ********’s concerns to our attention.  I spoke with ****** ******** today and discussed the account history and came to the agreement that, I would credit the account fifty dollars as a courtesy this time.  ****** ******** agreed and is satisfied.

 

 

 

 

If ****** ******** needs further assistance please contact Time Warner Cable at ###-###-####.

 

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

 

 

Sincerely,

 

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

Consumer Contact Specialist

Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had so many problems with my Time Warner Cable (TWC) service from set up to present day-it just seems to never end. Well, they have gone too far this time and I feel people should know: I was told when I signed us up for TWC Triple Play that I would get a $300 gift card (in the mail) for a promotion they were doing, so I decided to give them a try. There was advertising for it on the TV, too. Well, I had to call TWC after our service had been on for several weeks to ask where our gift card was, and I was told that I had to wait 3 months to get it, but no one told me that when we signed up. Still, not a huge issue, so I waited three months plus and called back to now be told we should’ve registered to get this gift card which I was also not told at sign up. A request, however, was made to a special department to I hoped finally receive this gift card. Well, one of their reps just called me today to inform me that I did qualify for the $50 gift card. What??!! All along I was told it was to be a $300 gift card and explained this and what I have reported above to this rep that called. She actually told me that they had no such promotion when I signed up- no $300 gift card. I told her that this wasn’t true and there was a promotion and all along we were guided to believe, with the exception of her phone call, that there was. She was very dismissive and actually had the nerve to tell me that I shouldn’t take it out on her (my frustration). First, she didn’t seem to understand that this is NOT ABOUT HER. This made me wonder TWC trains their staff how to communicate with customers properly? Secondly, I didn’t take anything out on her; not one unkind word or any other type of negative communications were directed to her person. I was, however, very adamant in my position and told her that I would find another provider and report this matter to the Better Business Bureau for what I felt was false advertising (although I’m not a scholar of the law, just what it felt like to me personally), even to warn people about their practices if she did not correct this situation and do the right thing. I actually told her to check the call on record that took place between me and the TWC rep to confirm this was the promotion offered. In fact, I also feel it was very suspect of this rep today to also ask me if I had registered for the gift card (again, no one conveyed I had to register for it or gave me direction to do so). Wait. If there wasn’t any such promotion for a $300 gift card, as she reported to me, then why was she then asking me if I had registered for it? In the end nothing was resolved, and I felt nothing would be resolved working directly with this company any longer. I actually just cut our communication off with this TWC rep today with a firm "good-bye" at the most frustrating point in my conversation (e.g. when she spit out her accusation about me taking my frustration out on her (=) dead end since she was more focused on herself than me as the customer). So, I've come to the BBB because I need intervention or at least a place to report what I feel is an unfair business practice of not fulfilling the promotion that was promised me.

Desired Settlement: Time Warner Cable should fulfill the $300 gift card promotion and send me the card I was clearly told I would receive when signing up for their Triple Play package. However, if they don't follow through, at least, a complaint was made against them and what I feel is an unfair business practice of not sending said gift card promised me during the promotion.

Business Response:

October 30, 2013

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

Attention: ******* *********** ********* **********

Re: File #*******

Dear Mr. **********,

This reply is in response to the re-opened complaint #*******, regarding the concerns of:

**** ******

**** ***

**** **** **

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

Thank you for providing us with an opportunity to address **** ******’s billing concerns.

I spoke with Ms. ****** today regarding her concerns about the reward card offer.  I apologized for any inconvenience this may have caused.  After further review, I was able to determine that Ms. ****** was given incorrect information regarding the dollar amount of the reward card she was eligible for.  For the level of services in which was entered on the original install, the reward card offer amount would be $50.00 however, Ms. ****** was informed she would receive a $200 reward card.

Ms. ****** has been placed on an exception list to receive the $50.00 reward card which she can expect to receive in the mail within 4-6 weeks.  As a one time courtesy and due to Ms. ******’s experience, service issues, and lack of information that was not explained to her, I have placed an adjustment in the amount of $150.00 on her Time Warner Cable account.

Ms. ****** states she is happy and satisfied with the resolution and has no further questions or concerns at this time.

Should you or Ms. ****** have any additional questions or concerns, please feel free to contact me.   I may be reached Monday – Wednesday, between the hours of 8:00 AM and 4:30 PM and Saturday – Sunday between the hours of 7: 00 AM – 3:30 PM at ###-###-####.

Sincerely,

***** *

Consumer Contact Specialist

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

**** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/31/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On August 4, 2013, my credit union sent a check in the amount of $175.00 to Time Warner Cable on my behalf. The following week, unknown to me at the time, a check refund in the amount of $175.00 from Bank of America was sent to my credit union. I sent another payment of $175.00 to Time Warner Cable a second time in August. (Exact date unknown.) I started getting calls saying my service would be disconnected, if I didn't make a payment. I called Time Warner Cable in Green Bay and they had no record of payment being sent. I checked my financial statement and found two checks of $175.00 each had been sent back as a REFUND, and this was the first I knew of it. I contacted my credit union and they had no idea why the payments were returned. I sent a $100.00 payment on September 3 and that also was refunded. I have been making payments, as I am able, but I am finding myself unable to continue making 3 payments a month to Time Warner Cable. I have filed a complaint with the Time Warner Research Dept., sending copies of my credit union financial statements, only to hear a thing after almost one month. I continue to be told my service will be disconnected if I don't make regular payments, which, as I previously said, I can't continue to do with every check I get. I have a list of all the operators I've spoken to, and not one of them has acknowledged Time Warner Cable put me "behind the 8 ball" in terms of payments, due to their sending 3(THREE) checks back as refunds.

Desired Settlement: I want Time Warner to admit their mistake of sending back 3 refund checks and work out a payment plan I can live with so I can meet my other financial obligations, as well as have money left to live on. I also want the threat of being disconnected to stop, as I would NOT be behind in payments had they not, for some unknown reason, refunded my payments. I also feel I am owed an apology for poor customer service as well as for my time spent on this "mess".

Business Response:

 

October 12, 2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** **** *** ********** ** *****
Attention: ******* *********** **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This reply is in response to your letter received September 30, 2013, regarding the concerns of:
**** **** *** ******
*** ***
**** ******* ***
***** *** ** **********
Thank you for forwarding Miss ******'s billing and collections concerns to our attention.
We were able to review Miss ******'s account but found no record of the electronic payments made through her credit union's online bill
payment system. One reason for this would be that when the payment was submitted, it did not come through with the information
necessary to locate Miss ******'s account so the payments could be applied. As a result, the monies were returned to Miss ******.
Miss ****** provided a copy of a credit union statement which she said she was asked to send by one of our payment services
representatives. Unfortunately, the information needed to investjgate an electronic payment is not contained within the credit union
statement. We will be attempting to review this call and if misinformation was provided, it will be forwarded to our leadership team for
coaching purposes.
I have shared with Miss ******, that, in order to fully investigate, a copy of the RPPS (Remittance Processing Pipeline Statement) for each
transaction will be needed. Miss ******, has said she will have the information forwarded to our research team.
While we understand Miss ******'s frustration, the monies for all 3 payments she is referring to were returned to her account within days of
each payment having been SUbmitted. This is reflected in the copy of her credit union statement which not only shows one of the
payments that was made, but also reflects the deposit of the funds that were returned to her by Time Warner Cable within days of the
payment having been submitted.
Each monthly statement from Time Warner Cable would have reflected:
• The balance from the last statement
• Payments that had been received as of the 28th of the month
• The unpaid balance
• Current month's charges
• The total due on the 25th of the following month

As Miss ******'s account continued to be in arrears because we had not received a payment, the account continued to remain in danger
of being interrupted for nonpayment until the past due balance had been satisfied.
We apologize for any misinformation that may have been provided and for any inconvenience caused. Once we have received the RPPS,
we will be able to fully investigate how the payments were submitted.
Should you or Miss ****** have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through
Friday, between the hours of 6:00AM and 2:30PM or on Saturday between the hours of 6:00AM and 10:00AM at ###-###-#### .
Sincerely,
**** *****
Consumer Contact Specialist

Business Response:

 

October 31,2013
BBB of Wisconsin
Dispute Resolution Center
10101 West Greenfield Avenue Ste. 125
Milwaukee, WI 53214
Attention: ******* **********, **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This reply is in response to your letter received October 18, 2013, regarding the concerns of:
MISS **** *** ******
*** ***
**** ******* ***
***** *** ** **********
Thank you for forwarding Miss ******'s additional concerns to our attention.
Further review of Miss ******'s account shows that while Miss ****** did ask one of our representatives for her
Time Warner Cable account number, which was relayed correctly, when Miss ****** checked her bank's online bill
pay system for the account information, she was only able to confirm the last few numbers of the account and I was
not able to find any reference to the destination address for the payments having been confirmed.
Without having a copy of the RPPS (Remittance Processing Pipeline Statement) for each transaction, we are
unable to perform any research to determine what it was that kept these payments from being applied to Miss
******'s account and unfortunately, aside from noting her account; escalating the information in a ticket which will
be worked upon when the correct documentation is received and providing a status of that request, there is little
that any of our representatives can do in a situation like this.
It has been explained to Miss ****** that her account was disconnected for nonpayment due to the length of time
the account had been in arrears overall, and not based upon the dollar amount owed.
Again, we understand Miss ******'s frustration and apologize for any misinformation that may have been provided
as well as any inconvenience caused.
Should Miss ****** still like to forward the requested information, we will be happy to research the payments.
Once we have received the RPPS, we will be able to fully investigate how the payments were submitted.
Should you or Miss ****** have any additional questions or concerns, please feel free to contact me. I may be
reached Tuesday through Friday, between the hours of 6:00AM and 2:30PM or on Saturday between the hours of
6:00AM and 10:00AM at ###-###-#### .
Sincerely,
**** *****
******** ******* **********

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.

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

Regards,

**** ******

 

As far as I'm concerned, **** ***** puts down what she wants to be the truth as she believes it and not as I told it to her.  My account number was given to me wrong by a representative and that is the number I used on my bill pay.  Thus, they could not find my account and sent the checks back.  The original person I spoke with did not note my call, per **** *****, so we have no idea who gave me a wrong account number which started this entire situation. 

As mentioned previously, the customer service calls I made were all giving me different information.  I did give **** ***** some of the names and tag numbers of some of the reps I talked with.  Whether or not they were talked to, I don't know.

I will continue to let  people know of my poor experience with Time Warner in the social media I use.  I have been told by several people that they are leaving Time Warner and going with a different carrier.  I will soon  be joining them.

Time Warner will not accept any wrong doing and that is what I am looking for.  But not only am I not happy with the customer service reps, I am not happy with **** *****'s handling of the situation.  I would like this sent to somebody above her at Time Warner.

**** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: September 9th, 2013***e Warner********* ******* ******###-###-#######-###-####**** **** ****** *********** *****Dear Sir or Madam:For six months we have had problems with the sound and picture freezing for a few seconds. The first time ***e Warner came out they put a booster on the signal. No change. The second time they came out they took the booster out and put in a new cable outside. No change. The third time they came out they put the booster back on and said they had made changes in the system. No change.During the Packer game on Sunday, September 8th I counted 17 such freezes. You can imagine what that does to the enjoyment of a game when it freezes during the middle of the play. Today, September 9th, I turned on channel 1007 and it froze twice at 1:03. I turned on 1006 and it froze three times between 3:43 and 3:45.Ive tried to talk to various agents with no satisfaction. Today I tried to work my way up the ladder and got to an agent by the name of ****. I told her the above information and that many of my neighbors had complained. She checked and said no neighbors had complained. I gave her names and then she said, Oh yeah they had a cable replaced last week. She apparently lied.Heres what our neighbors have said in reply to my email asking if they have had a similar problem:1.***** and ***** ******* across the street continually losing Internet2.**** ************ a block to our rear same problem.3. **** *******==We had so many problems with time warner with our TV picture freezing and jumping that we just switched to *******. So far so good. The technician told me that ******* has had to bring extra technicians in from out of state because ***e Warner is losing 4000 customers in Wisconsin a month between their fights with NBC and CBS and technical issues. 4.*** ********==We have had our sound and picture freeze intermittently off and on for the past year or two. It was better for awhile but now I am noticing it a little more frequently again.5.**** ******==We've had the problem off and on and other than bringing in a highly trained TWC technician (who really hates his job) my only other fix is to periodically reboot the cable box by unplugging the power for 30 seconds. Depending on your cable box the reboot can take 15 minutes.6.I want this problem fixed and to be compensated for the lousy service.Sincerely,*** ******###-###-####*****************

Desired Settlement: I want the problem fixed and a $300 refund for my troubles.

Business Response: October 30, 2013
BBB of Wisconsin
Dispute Resolution Center
10101 West Greenfield Avenue Ste. 125
Milwaukee, WI 53214
Attention: ******* *********** **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This reply is in response to your letter received September 09, 2013, regarding the customer service concerns of:
***** * ******
******** ****** **
******** ** **********
Thank you for forwarding Mr. ******'s concerns to our attention.
We were able to review Mr. ******'s account and determined that he has been experiencing intermittent service
issues since May of 2013 and while a number of service calls had been completed both at Mr. ******'s home and
the nearby area, the problem was recurring.
Our technical operations teams have been working to bring these issues to a close; monitoring signals and
equipment and making repairs. In addition, a new line was run on the outside of Mr. ******'s home and the
appointment to bury it was entered into our system on 10/28/13. Per discussions between our technician and Mr.
******, he was no longer experiencing the issues with his picture or audio freezing or pixilating.
I spoke with Mr. ****** today to confirm that he has not experienced any additional problems and to explain that,
weather permitting, the bury will be completed within 10 days of the Diggers' Hotline locates being done. I have
also applied a credit of $300.00 after taxes and fees to Mr. ******'s account for the loss of service. At the present
time, there is a credit balance of $300.00 on the account, Mr ****** will see the adjustments on his 11/20/13
statement.
We thank Mr. ****** for bringing this matter to our attention so that we would be able to share the feedback and
work toward resolution and ask that you accept our sincerest apologies for any frustrations this situation has
caused.
Should you or Mr. ****** have any additional questions or concerns, please feel free to contact me. I may
generally be reached Tuesday through Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.
Sincerely,
**** *****
******** ******* **********

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/29/2013 Billing/Collection Issues | Complaint Details Unavailable
10/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was sold turbo internet which was 15 mbs. The base price for standard was $44.95 and they charged me an additional $10 per month for turbo. In February of this year turbo was upgraded to 20 mbs. But I was still billed for Turbo, an extra $10 a month for 8 months now. Even tho I am receiving standard internet. The customer service people are rude and have lied to me numerous times. I have been a customer since 2004, 9 years. I have viewed the rates for new customers for standard internet. $34.95 per month. The regular price on the web site says standard internet is $44.99. I am currently paying $55.95 for this service. I have tried to correct it with calling and online in chat rooms and I have only gotten the run around and out and out lied to. Secondly locals are included in my price and right now several locals are blocked because of failure on time warners part to negotiate. I have not been offered any sort of discount or credit. I can not even access cbs online because I use time warner internet. Overall it is shocking how rude and dishonest I have found the employees of time warner cable.

Desired Settlement: I am owed the $10 extra they charged me each month for 8 months. ($80) I am owed a credit because of the black out. I am unsure what that amount is. I am owed an apology for the unprofessional, rude and dishonest behavior of the employees that I previously tried to handle this situation with. I wonder why they don't value long term customers and only treat new customers kindly. I am unsure whether I can give them my loyalty for 10 years because of this situation.

Business Response:

Sunday September 1, 2013

BBB of Wisconsin

Dispute Resolution Center

10019 West Greenfield Avenue

West Allis, WI  53214

Attention: ******* *********** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 8/06/2013, regarding the concerns of:

***** ******

**** ***** **

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

Thank you for forwarding Ms. ******’s concerns to our attention. I spoke with Ms. ****** on 8/6/13 and she stated that she was not receiving the internet speed in which she subscribes to, Turbo Internet, which offers up to 20x2 Mbps.  Ms. ****** did perform a speed test and the results were 12.86 Mbps for download and 2.12 Mbps for upload.  I advised that we would do some monitoring on our end to see if any issues were found. 

A follow up was made with no answer, I did leave a message on the voicemail indicating that there were no issues found however, through our testing device we found that a customer owned router had been connected.  I left a message indicating that the personal router should be bypassed and only have the computer/laptop connected to the Time Warner Cable modem only and then do another speedtest and doing so could improve the speed connection. 

I have not received a call back from Ms. ****** to confirm if the speed levels have improved or changed after bypassing their personal router.  I called today, 8/13/13, and left another message indicating to contact me back if she is still experiencing problems with the speed connection and also advised that if the speed results did not improve after bypassing her personal router, exchanging her current Time Warner Cable internet modem for a different one may help improve her internet connect speed.

On 8/13/03 Ms. ****** returned my call and because she was unfamiliar with the internet equipment, I spoke with Mr. ******.  Mr. ****** confirmed he has a personal router connected to the Time Warner Cable modem.  I advised Mr. ****** to bypass his personal router and have the computer directly connected to the modem only, this way we could determine if it was an issue on Time Warner Cables end.  After bypassing Mr. ****** router and power cycling the Time Warner Cable internet modem, Mr. ****** performed another speedtest and the results were 22 Mbps download and 2.0 Mbps upload.  Turbo Internet provides download speeds up to 20.0 Mbps and upload speeds up to 2.0 Mbps.

I explained to Mr. ****** that because the speedtest results, when not using his own router, met the Turbo speeds, the slow internet connection may be the result from his own router.

Mr. ****** indicated that he was going to do some further troubleshooting himself with the router and modem because he felt that the issue was not coming from his router.  He requested I follow up with him the following weekend due to his personal/work schedule.

On 8/18/13 & 8/19/13 I called Mr. ****** however, I received no answer and left a message on his voicemail leaving my call back information.  Further attempts were made to reach Mr. ****** at ###-###-#### and ###-###-#### however, I received no answer.

If Mr. ****** needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

*****

Time Warner Cable-Wisconsin

Consumer Response: On Sun, Oct 27, 2013 at 7:01 AM, ****** ****** ************************ wrote:

 
I was given a credit for the ammount that they over charged me.  I was unhappy how long it took.  I was also unhappy with the person they had calling me to settle the matter.  She was completely unprofessional, dishonest and rude. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

Complaint: I called Time Warner Cable the first week in October to have my internet switched over to my new home. The girl on the phone stated that my internet would be switched over October 5th. She said the Time Warner employee would be able to switch on my internet from the outside and I would be able to hook up my modem myself. My internet didn't get turned on that day as I was told. I called Time Warner Cable to figure out what was going on. I talked with **** and he said my internet wasn't scheduled to be turned on until October 10th. I informed **** that I insisted on receiving a discount on my bill because now instead of being able to complete my school work at home everyday I had to drive 45 miles round trip to my school. I have a desk top computer so I don't get the pleasure of going to a business who offers wifi. **** put me on hold while he spoke with his supervisor. He come back and said he is able to offer me $20 off my bill; however, I needed to call him back when my internet was up and running in order to apply the $20 discount on my bill. He gave me his extension number of ****. When my internet was up and running I called Time Warner Cable with the number **** provided me and ask for extension ****. Tami informed me that it wasn't enough numbers for the extension. So now not one but two of your employees have been dishonest. I told Tami the same story I am writing to you. She spoke with her supervisor and credit my account for $17.01, the week I was charged for internet that wasn't turned on yet. I had to drive to school in order to complete my school was 3 days (135 miles) due to one of your fellow employees providing false information.

Desired Settlement: I want a free month of internet. Your employee cost me extra gas money and wear and tear on my car.

Business Response:

Monday October 21, 2013

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

Attention: ******* *********** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 10/18/2013, regarding the concerns of:

****** *****

*** *

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

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

Thank you for forwarding Ms. *****’s concerns to our attention.  I spoke with Ms. ***** today, 10/21/13, and I apologized for any inconvenience that was caused when setting up her transfer of service to her new home and the time that she was without her Time Warner Cable Internet service.  I explained to Ms. ***** Time Warner Cable does not compensate for gas money or wear and tear on her vehicle.

A Time Warner Cable Technician visited her home on 10/10/13 and activated the internet service.  Ms. ***** states she was informed that her internet services would be active at her new address on 10/5/13, however it was not.   On 10/12/13, a credit was applied in the amount of $17.08 for being without internet service.  As a one time courtesy, I have applied an additional adjustment in the amount of $46.10, with tax, which will apply towards her internet service (both of the adjustments will total 1 month adjustment for her internet subscription). 

Ms. ***** states she is happy with the resolution and has no further concerns regarding this complaint.

If Ms. ***** needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

Time Warner Cable-Wisconsin

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

Complaint: When I was an employee my account was used as a "test" account. at one time, we were going to be offering "split" billing. because i was a test account, my bill was split to see how the service would work. after the product was launched, i never used the split bill option. after my employment ended, i asked to have the split bill option removed, as it was causing a problem with me being able to pay my bill. nothing was ever done to resolve this. i did find a way around it, and could still go online and make my payment. recently, i started using the "my twc" app. once i downloaded the app, i found i was not able to pay my bill because it only gave me one of my accounts, and it was the one that had no charges. i began calling again to get this resolved. Each time i would call, i was told that someone would look into it and get back to me within 24 hours. not once did i receive a call back or any type of follow up. Finally i got so frustrated because i'm not able to view my charges or pay my bill. on 9/24/13 i called AGAIN. i spoke with ******. i explained to her that i just wanted a manager. i waited 20 minutes only to be told someone would call me back. i told her that was unacceptable and was put on hold again. she came back and told me it wasn't a customer service issue she would create a ticket and she would call me back. i called AGAIN 9/27/13. had to explain everything again. finally spoke with **** ******* who told me he knew what issue was and would get it resolved. i got a call back from **** who told me she could see the problem and would get it resolved in 24 hours. i also received a call 8/23/13 offering me free HBO/MAX for 3 months due to not having CBS. i accepted the offer. after 2 days, the services still weren't on my account so i called about it. i was told they had no such offer, and they would do nothing to resolve it. after a week of calls to TWC and having to explain the problem, they finally found the error. i have the services, but i am still being charged for it.

Desired Settlement: I would request a 3 month credit for all services, and 1 year of free HBO, Cinemax and Showtime, as well as the Digital Tier of services.

Business Response:

 

October 19, 2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** **** ***
********** ** *****
Attention: ******* *********** **** ***** ******** **********
Re: File # *******
Dear Mr. **********:
This reply is in response to your letter received September 30,2013, regarding the concerns of:
****** ******
**** * *** ***
***** ***** ** **********
Thank you for providing us with the opportunity to address Ms. ******'s billing and collection concerns.
Our records indicate that split billing was removed from Ms. ******'s account as of 07102/10 and statement 2 continued to
process each month with the correct charges for all the services on her account. It appears, however, that once Ms. ******
started using MyServices and the MyTWC app, only the 1st (discontinued) statement information was available.
We did try to find alternate methods of correcting the issue, however, the situation was rectified on 10109/13 when Ms.
******'s existing account was disconnected (via office only) so that a new account could be installed and the billing moved to
statement 1 which will be viewable regardless of the method Ms. ****** uses to view her billing information. When I spoke
with Ms. ****** after this change, she confirmed that she is now able to see the correct billing information through the
MyTWC app.
A credit of $90.00, pretax has been applied to Ms. ******'s account for the inconvenience. An adjustment correction of
$39.62, pretax was also applied for the one month credit that was promised on 08/24/13. While the video service had been
adjusted, the high speed data had not been.
Ms. ****** had also noted a concern regarding having been offered HBO and Cinemax free for 3 months, however, when we
spoke with Ms. ****** on 08/24/13, a lump sum adjustment of $84.27 was applied to her account in lieu of providing a
promotion.
We sincerely apologize for the length of time it took to be able to find a solution to Ms. ******'s billing issues and for the
inconvenience caused. We thank Ms. ****** for her patience and for bringing this matter to our attention.
Should you or Ms. ****** have any additional questions or concerns, please feel free to contact me. I may be reached
Tuesday through Friday between the hours of 6:00AM and 2:30PM and on Saturday between 6:00AM and 10:00AM at ***** ********.
Sincerely,
**** *****
Consumer Contact Specialist

Consumer Response:

I have received a response from Time Warner Cable regarding my complaint. At this time, the issue has been resolved and I am now able to pay and view my monthly billing statement. 

This was a very long, difficult, and frustrating process. 

Even after I had filed the complaint, and been assured that the issue was being worked on, I continued to receive automated billing calls. I spoke with one gentleman, *****,  who was very rude and unwilling to help. However, at one point, I finally got someone who listened to what I was saying, took the time to think about it, and called me back and actually worked with me, listened to me, and helped me!!!! His name is ****, and his supervisor is ******. I truly hope that Time Warner realizes what an asset he is to their company. He was able to get this issue resolved with 2 phone calls. 

In the meantime, **** ***** called me regarding the actual complaint I had filed with the BBB. She did listen to me, she was understanding and respected the frustration I had with trying to get this issue resolved. 

Once we finally had the problem taken care of, she gave me some credits on my account. She credited 1 year of the late fee, 1 month of the High Speed Data service, and also a $150 credit because I was told I could take advantage of the current promotion for a $150 gift card. After reviewing the account, they realized I wasn't eligible for that offer so they just gave me the credit.  

I really appreciate all the effort that **** and **** ***** put into resolving this issue. It's still unbelievable to me that as a customer, I had to put this much time and effort into resolving what really was an easy problem to solve. With my knowledge and training as a former Time Warner employee, I knew how to solve this problem, but for 3 years, nobody wanted to take the time to listen and help me. It took this long and honestly, I expected Time Warner to be a bit more sympathetic and to offer me some type of customer loyalty compensation. Instead, they only gave me credit for things I shouldn't have been charged for to begin with. 

At this point, I will take what they have given me because the issue is resolved. I just don't have the energy to deal with this any longer. I can view my monthly charges, and I can pay my bill. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

Complaint: Today after talking Time Warner cable. I was talking to them about a missing channels on to two televisions. One Television they told me that I need a digital adapter to watch on this particular HD digital Apex television, but three weeks ago I was receiving over 100 channels. Time Warner cable either change the soft ware in my TV or they are building Monopoly around digital converters. My HD digital television down stairs keep freezing I feel again some time Warner Cable employee change the software in the Television.

Desired Settlement: Return my Television by to its original programming.

Business Response: Thursday, October 10, 2013
BBB of Wisconsin
Dispute Resolution Center
10101 West Greenfield Avenue #125
West Allis, WI 53214
Attention: ******** ********* ********** ******** ********* **********
RE: File # *******
Dear Ms. ********,
This letter is in response to your letter received 10/07/2013, regarding the concerns of:
****** ******
**** * ****** **
********** ** **********
I contacted Mr. ****** on several occasions regarding his concerns with missing channels on his
televisions. Mr. ****** has not returned my phone calls from the messages I have left for him with my
direct number.
On 9/11/13 changes were made to some channels in our lineup switching them from an Analog to a
Digital Format. To view these channels, either a Digital Set-Top Box; Digital Adapter or Cable Card is
needed. Notification was sent to our customers on 8/9/13 regarding these changes.
Mr. ******'s services were installed on 8/31/13. At that time he had (2) televisions connected to Cable
Service. One was connected with an HD DVR and one was connected directly to his television.
On 10/6/13 Mr. ****** picked up a Digital Adapter for his television which was connected directly. That
same day Mr. ****** returned the Digital Adapter and exchanged it for an HD Digital Set-Top Box.
If Mr. ****** needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
Consumer Contact Specialist
Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/21/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: In late June 2013 a storm passed through and the high voltage power line came in contact with the cable TV main line. We lost channels 1005, 1012, 1015, 1018, and 1024. These are the local HD channels. Sometimes the channels are completely black, sometimes they are on but frozen and broken up, sometimes they work for a few minutes and then go out. No other channels are affected. Even the other 2 local HD channels are never affected. I have called dozens of times and have re-set the boxes dozens of times. I have replaced the boxes 3 times. A service technician was at my house 2 weeks ago and found out what the problem was. He called the service center immediately and told them what the problem was. They said they were going to send some one out that night to fix the problem. At 2:00 am there were 2 service trucks and 2 technicians in my yard. They looked at the line in question and left. The problem was not resolved. Since then I have called several more times with no resolution. The evening of 9-29-13 I called again and after going through my problems again I requested to speak to a supervisor and spoke to 2 other people prior to actually talking to someone that said they were a manager. They said they would make an appointment for Wednesday 10-2-13. I requested to get a quicker appointment and was told a service manager would call me today, 9-30-13. I never received a call from anybody. I called again this evening,9-30-13, and was given the same run around as the previous calls. I could tell that while I was on hold I was being transferred around because the "on hold music" would stop and I could hear people's voices and then I would be placed on hold again. I was finally connected to a person that claimed to be a manager. This person was at a call center in the Philippines. He could do nothing more than re-boot my box and make yet another appointment for a technician to come to my house. I hung up.

Desired Settlement: I want the problem fixed and I want a refund for not getting these 6 channels for 3 months. I also want the monopoly that Time Warner has on Milwaukee removed so consumers have a choice in cable TV services.

Business Response: Thursday, October 10, 2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** ****
**** ****** ** *****
Attention: ******** ********* ********** ******** ********* **********
RE : File # *******
Dear Ms. ********,
This letter is in response to your letter received 10/01/2013, regarding the concerns of:
******* ******
***** * *** **
********** ** **********
Mr. ****** concerns regarding the problems he was experiencing with his Cable Service, Local channels
1005,1012,1015, 1018 and 1024 was forwarded to our Technical Operations Department,
A Technician came to Mr. ****** house on 10/3/13 and replaced the Cable Line (Drop) coming to his
house, to correct the issues he was having with his Local channels .
Our Technician spoke to Mr. ****** and also gave him his direct phone number to contact him if the
service issues arise in the future.
I contacted Mr. ****** to follow up with him and left him a message with my direct number. A service
adjustment was applied to Mr. ****** account on 9/26/13 for $7.19-. An additional $43.22- service
adjustment was applied to Mr. ****** account today. His current account balance is $133.12, due on
10/23/13.
If Mr. ****** needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
Consumer Contact Specialist
Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Tuesday, September 10th I called Time Warner Cable to order new cable service. They are the only provider available in my apartment complex. I called ###-###-#### at 5:43 pm, and spoke with a male. After a 23 minute conversation, I was promised the following services: -15 mbps internet service -Digital Cable in 3 rooms, with 2 boxes, at least 1 of which is a DVR box. -Promised price: $89.99 per month -No money down The installer arrived on Thursday September 12th with a work order for service in 1 room, with the internet and 1 box. He also demanded $89.99 down with him that day. I was at work, but my wife was present. My wife called me at work, and explained the situation. They ironed out the no money down part. However, I was not given the second box, and the box I was given was not DVR. I was given service in 2 rooms, not 3. And I spoke with the installer on the phone. He talked down to me, saying he had "done this for 10 years" and basically that I was wrong. I told him I wanted his office phone to speak with his superiors. He first said he did not have it, even though he had just called it himself. Then he said he would leave it with my wife when he left. He did not. That was my first horrible customer service experience. I attempted to call Time Warner Cable's customer service departments several times, with an average hold time of over seven minutes without speaking to a live person. After 2 such calls on Thursday and Friday, on Saturday September 14th I went to the Kenosha, WI location of Time Warner Cable, located at **** ********** ** ******** **. I waited patiently in line, and was very polite. The man I spoke with told me there was absolutely nothing he could do for me. The price of $89.99 I was told was apparently not worth what I was asking. He did not attempt to connect me with a manager, or offer me any phone numbers that could help. It took all of 1 minute. I then simply asked how to disconnect my service. He told me to bring in the box and modem to their location and it would be shut off. He actually seemed more than happy to have that outcome, in my opinion. That was my second horrible customer service experience. On Saturday September 14th, immediately upon leaving, I called Time Warner Cable's customer service department at ###-###-####, at 10:49 am. I spoke with someone (and was on hold for various times) for about 30 minutes. He told me that he would ensure that my recorded call from Tuesday September 10th was pulled and reviewed, then I would receive a call back some time between Saturday and today, Tuesday September 17th. I waited patiently, but received no response. On Tuesday September 17th at 3:58 pm, I called ###-###-#### again. I first spoke with a female, who said that she would look into the matter. Then a male named **** (I believe) got on the phone, and identified himself as a member of the "leadership team." He then told me that the "email" that referenced my call being pulled was missing, and there was no call recording to be reviewed. The person I spoke with on Saturday specifically told me that he sent the request necessary while I was on the phone. I then explained the nature of my problem to him. After a 20 minute conversation with frequent holds and silence, I was told then that he could give me what I was asking for, but it would cost approximately $125/month after taxes. Beyond angry and dissatisfied, I ended that call.

Desired Settlement: I want the services I was promised, under the terms I originally agreed to. I want record to be made of how Time Warner has attempted to surreptitiously give me less for my money. I also believe they may be covering up the actual promises made in my call by saying the phantom email never existed, and then telling me they can give what I asked for at a higher price. But quite frankly, the one thing that I would really love is a different cable provider option. Unfortunately I cannot get that where I live. So I am stuck with this company, for which I have no appreciation or trust. They have had issues with local television programming in my area, and are losing customers all of the time. Instead of competing in the market and valuing their customers in response to this, I get treated this way in the first week of my service.

Business Response: Sunday, October 6, 2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** ****
**** ****** ** *****
Attention: ******** ********* ********** ******** ********* **********
RE: File # *******
Dear Ms. ********,
This letter is in response to your letter received 9/18/2013, regarding the concerns of:
**** **********
**** **** ** *** *
******** ** **********
I contacted Mr. ********** regarding his concern with a pricing quote he was given when he contacted
Time Warner Cable on 9/10/13 to establish new service. Mr. ********** was promised a monthly rate
of $89.99 per month before tax for Digital Cable Service, Standard Internet Service and (2) DVR Cable
Boxes.
Mr. ********** was installed with Digital Cable Service on (1) HD Cable Box and Standard Internet
Service on 9/12/13.
An appointment was scheduled with Mr. ********** for 10/5/13 to exchange the HD Cable Box for (2)
HD DVR Cable Boxes. Promotional discounts were added to Mr. **********'s account to bring his
monthly rate to $78.90 before tax and $85.64 with tax. These rates were back dated to 9/12/13.
An Installation fee of $16.52 from 9/12/13 and an Installation Fee of $44.15 from 10/5/13 have both
been removed from Mr. **********'s account. His current account balance due on 10/2/13 is $91.35,
this includes a movie purchase titled *This is the End*.
If Mr. ********** needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
******** ******* **********
Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2013 Billing/Collection Issues | Complaint Details Unavailable
10/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My bill was sent to collections and shows on my credit report. I have paid the bill and time Warner has not updated my credit report as paid. I have contacted them, but all they do is transfer me from customer care to payment services to credit services and back again, while all the representatives say they cannot help me and must transfer me.

Desired Settlement: I would like Time Warner to update my credit report to show my debt as paid in full.

Business Response:

 

September 28, 2013
BBB of Wisconsin
Dispute Resolution Center
10101 West Greenfield Avenue Ste, 125
Milwaukee, WI 53214
Attention: ******* *********** ********* **********
Re: File # *******
Dear Mr, **********:
This reply is in response to your letter received September 17, 2013, regarding the concerns of:
***** ******* *****
*** ******* ***
******* ** *****
Thank you for providing us with the opportunity to address Mr *****'s collections concerns regarding his Time Warner Cable account at:
**** ******
*** **
**** * ***** **
***** *** ** **********
Our records indicate that Mr *****'s account was disconnected effective 05/18/2011 and had an unpaid balance of $275.29 for services
that were received but not paid for through that date,
Because he was leasing a cable box and modem that were not returned at that time, Mr. ***** was also assessed unreturned equipment
fees in the amount of $575.00, bringing the total balance due for the account to $850.29,
Mr. ***** did not return the equipment to one of our payment center locations until 08/20/13, He also made a payment of $275.29 at the same time instead of paying the collection agency directly.
As discussed with Mr. ***** when a payment is made to Time Warner Cable instead of the collection agency, it can take approximately
60 days for the information to reach the collection agency and be forwarded by them to the credit bureau(s),
We also discussed that there were two agencies that had reported the debt. Mr. *****'s account was placed with the 1st agency shortly
after his account was disconnected and after one year, because the debt remained unpaid, the account was turned over to a 2nd placement agency. Our collections department has stated that the first contact agency has deleted the account from the credit report. The second agency should also do so within approximately 60 days after the payment was received, which would be on or around 10/19/2013.
Should you or Mr ***** have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through
Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.
Sincerely,
**** *****
Consumer Contact Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I canceled my service in may 2013. I was billed for my modem through auto pay. I returned it to the store. I was then credited through my checking account. Time warner now says I was sent a refund check. Never received any check. They now sent me to a collection agency.

Desired Settlement: Name and account cleared with Time warner. Want my credit score cleared!!!!!!

Business Response:

Monday September 30, 2013

BBB of Wisconsin

Dispute Resolution Center

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

**** ****** **  *****

Attention: ******* *********** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 09/23/2013, regarding the concerns of:

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

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

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

I have tried contacting Ms. ********** however I have been unsuccessful.  I show notes on the account from 9/26/13 that the Time Warner Cables Payment Services Department, sent a notice to the collection agency to have Ms. **********’s Time Warner Cable account # ******** removed from collections and to have a letter mailed to Ms. ********** informing her of this action.

Ms. **********’s, former account # ********, shows a zero balance due.

If Ms. ********** needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

Time Warner Cable-Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Canceled cable in July and still billing in August and September. I tried to cancel in June it took hours and multiple times till they canceled it. Then they keep billing. They keep putting me on hold for hours at a time before I can reach anyone then they just transfer me again. They keep calling us at home asking for there money for a service we canceled.

Desired Settlement: I want them to cancel our service and refund our last 3 months of bills.

Business Response:

 

Thursday, September 19, 2013

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** ********** ******** ********* **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 9/06/2013, regarding the concerns of:

 

******* ****

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

** ***** **  *****

 

Thank you for forwarding ******* ****’s concerns to our attention. I spoke with Mrs. **** and advised that as soon as the equipment was returned that I would backdate her account for the cable services that she was charged for.  The credit placed on the account before taxes was $43.43.

If ******* **** needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Friday, anytime between the hours of 8 AM and 4:30 PM at ###-###-####.

Sincerely,

 

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

Consumer Contact Specialist

Time Warner Cable - Wisconsin

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.

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

 

It is disheartening it took so many hours and a complaint to the the BBB to get any attention or action from Time Warner. ******* was reluctant at first to take accountability for her companies action but then has responded well. I have asked that our cable be canceled and it is now. I did ask for the internet to stay connected but it is not. From the moment it was canceled we have intermittent internet. I have informed Ms. ******** of my internet problem and she says she will have technical support call me. I am affraid it is going to be another hassle with endless phone calls to correct the problem but I am wishing for the best.

Regards,

******* ****

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a form notice in the mail today stating that my service package will remain the same. " These channels will remain in your existing package however they will only be viewable with digital equipment, such as a TWC supplied digital set up box, Digital adapter, or CableCARD." I called TWC and verified I read the letter correctly. I order to keep viewing select channels I must obtain another piece of digital equipment per television to continue to view the channels. Currently my package(s) does not require that I rent additional digital equipment. Their letter is not correct - in fact my package has changed... to continue watch certain channels I need to purchase for a month fee additional equipment. For a limited period of time use of the additional digital equipment is free, then it is $.99 per month per device. Or this will be $10 per month for the accounts I need to pay. I support my personal account, and one for and senior who is particularly fond of the affected channels. The TWC rep confirmed the package(s) are affected, and if we lose channels, it falls under the clause that TWC has the right to change channel coverage whenever they want. Again - that means my package has changed. The rep confirmed that in fact my service will change - I will be required to rent additional equipment to use the service.

Desired Settlement: I would like TWC to be honest and re-state to all their customers that their service package, in fact, will change. Unless customers are currently renting equipment from them for an additional fee, the service will continued to be reduced and/or the fees will increase. I am just asking the TWC be honest to their customers.

Business Response:

 

August 31,2013
BBB of Wisconsin
Dispute Resolution Center
10101 West Greenfield Avenue Ste. 125
Milwaukee, WI 53214
Attention: ******* *********** ********* **********
Re: File # *******
Dear Mr. **********:
This reply is in response to your letter received August 15, 2013, regarding the concerns of:
**** *****
**** * ***** **
********* ** **********
Thank you for providing us with the opportunity to address Ms. ***** Advertising concerns.
The letter Ms. ***** refers to was mailed out on August 9th and identifies the channels that are a part of the Basic or Standard services to
which Ms. ***** subscribes that are going to be delivered in a digital only format on or around September 11th, 2013.
While we understand Ms. *****' frustrations, as explained in the letter, the channels will continue to be available on their current channel
numbers; they are not being repositioned, moved or deleted from the Basic or Standard service line ups. The services/ are now available
in digital format only. To view these channels, each TV needs to have a digital set-top box or Adapter, or a CableCARD-equipped
Unidirectional Digital Cable Product ("UDCP"), however, the service package is not changing.
When I contacted Ms. *****, I was able to provide this information to her and we also discussed the availability of the Digital tuning
adapter without a monthly charge as also detailed in the letter.
We sincerely apologize for any confusion that occurred I have attached a copy of the letter for your convenience.
Should you or Ms. ***** have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through
Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.
Sincerely,
**** *****
Consumer Contact Specialist

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 offer from Time Warner Cable.  Ms. **** ***** explained that federal law was causing them to change all analog to digital and therefore everyone would have to have the box.  Mr. **** ***** agreed I would not be able to watch the channels as referenced in the letter if I did not have a box, but disagreed that meant my package was changing.  Ms. **** ***** explained the list of channels I could not watch without a tuner and additional charge would increase as part of Time Warner future plans - although City channels would not be affected.  Also Ms. **** ***** stated all the other companies have the tuners and charge customers.  That is not relevant to my to my complaint about Time Warner being straightforward with customers.  

 

The conversation ended by Ms. **** ***** not changing her position that by requiring me to have an additional piece of equipment.  We could have continued all day with the conversation.  That in no way means my complaint was resolved, in IT WAS and IS NOT.  

 

Regards,

**** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Time warner cable is making me pay 170.00 they says I was under a 2 year agreement. In 2011 I agreed to the areement but just for 2 years. Time warner cable says it was 4 years then another told me if I didn't cancel it would automatically put me in for 2 more years. I only agreed to 2 years time warner cable did not have me listen to recording saying I agreed to 4 years or had to cancel. I never sgned a contract on this agreement they are claiming

Desired Settlement: I would just like the 170 to be dropprd

Business Response: Monday, July 22, 2013
BBB of Wisconsin
Dispute Resolution Center
10101 West Greenfield Avenue #125
West Allis, WI 53214
Attention: ******** ********* ********** ******** ********* **********
RE: File # *******
Dear Ms. ********,
This letter is in response to your letter received 7/17/2013, regarding the concerns of:
******* *******
***** ****** *** *** ***
***** ****** ** **********
I contacted Mr. ******* on 7/22/13 regarding his concern with an ETF (Early Termination Fee) of
$157.65 that was assessed to his account.
The ETF was assessed to Mr. *******'s account on 6/19/13, due to Mr. ******* downgrading his
account to remove cable service on 6/18/13.
Mr. *******'s account was under a 2 year PLG (Price Lock Guarantee) with a 2 year renewal option,
which began on 3/29/11 and expired on 4/5/13.
On 4/5/11 Mr. ******* was sent a Welcome Letter, which explained the Terms & Conditions of his PLG.
On 1/24/13 Mr. ******* was sent a Renewal Letter, which explained that his PLG would automatically
renew if he did not contact Time Warner Cable prior to the commencement of the automatic renewal
term, which was 4/6/13.
Time Warner Cable apologizes for any inconvenience that Mr. ******* has experienced due to the
assessment ofthe ETF.
If Mr. ******* needs further assistance he should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
Consumer Contact Specialist
Time Warner Cable - Wisconsin

Business Response:

On 6/16/13 Mr. ******* contacted our office to downgrade his services. He was made aware of the Early Termination Fee that would be applied to his account, due to the downgrade; by the representative he spoke to.

On 4/5/11, Mr. ******* was mailed a Welcome Letter for his new PLG Agreement. On 1/24/13, he was mailed a Renewal Letter for his PLG Agreement. We did not receive a response from Mr. ******* stating he wanted to opt out of the PLG Agreement. This caused his PLG Agreement to auto renew for another 2 year period. The expiration date would have been 4/5/15.

On 6/19/13 an ETF of $157.65 was applied to Mr. *******'s account.

On 7/22/13, I spoke to Mr. ******* regarding his dispute of the ETF that was applied to his account. I went over the Welcome and Renewal Letters with him, as well as the terms and conditions of the PLG Agreement. A request was done with our Accounts Receivable Department to have additional copies of both letters sent to Mr. ******* and to ask if the ETF could be waived.

On 7/22/13, our Accounts Receivable Department mailed out copies of both letters to Mr. ******* but denied the request to have the ETF waived, due to that Mr. ******* was made aware of the fee prior to downgrading his services.   

 

 Account #  **********

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

***** ****** ***  *** ***

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

 

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.

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

Regards,

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

 

 i was never told i had to call to terminate the promotion.  I understood it was only for 2 years then it would auto discontinue.  I never saw anything in mail until recently i was also informed they no longer give the promotion due to theses misunderstandings.  I still would like full reimbersment

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/10/2013 Billing/Collection Issues | Complaint Details Unavailable
10/9/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I canceled my services back on August 31, 2013. At that time I had 3 days of service on my new billing cycle but paid the full amount of the bill. When I spoke with an agent over their internet chat option on September 16, I was told I would receive a refund totaling $76.25 which included a $24.50 customer service credit for another problem I had with the company. (I have a copy of this conversation transcript that was send to my email.) According to the few agents I have spoken with at Time Warner, they do not have any record of this conversation happening. I still had not received my refund as of September 30 so I called in and was told the refund was going to be only $70.97 and also received a bill dated as of September 11 for a refund of the same amount $70.97. An agent put in a ticket number about the issue and told me I would receive a phone call back from a supervisor about the issue. Ticket number #********. I did not get a response back so I chatted online with a new agent and he told me that the ticket had been closed, my dispute was denied, and the refund check for $70.97 was sent out so there was nothing I could do. I never received a phone call to dispute this decision. He also told me that the amount of $76.25 did not include any prorating that occurred to lower the amount of the refund but according to the quote from the first agent, that conversation happened after the billing statement of Sept 11, so the actual refund amount went up. How could prorating make it go down on Sept 11, up on Sept 16, and then back down on Sept 30?

Desired Settlement: I would like a check for the different in the amount of what I was quoted on Sept 16 of $76.25 and the amount they claim they already sent me on October 1. Its only a difference of $5.28 but its the principle that they should stand behind their agent's and what they quote people in conversations.

Business Response:

Tuesday,  October 08, 2013

 

BBB of Wisconsin

Dispute Resolution Center

10101 West Greenfield Avenue #125

West Allis, WI  53214

 

Attention: ******* *********** **** ***** ******** **********

 

RE: File # *******

 

Dear Mr. **********,

 

This letter is in response to your letter received 10/7/2013, regarding the concerns of:

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

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

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

We at Time Warner Cable sincerely apologize for the customer service problems that Mr. ******* experienced during the closing out of his former account at **** ******** **** ***** **** ** *****. He received confusing and contradictory information during his conversations with customer service t during the time he was getting the service disconnected and returning his equipment.

 

After a telephone conversation with Mr. ******* today, we have credited the account the additional $5.28 that he requested, bringing his total refund to $76.25.  We have informed him that the refund process takes about 4 to 6 weeks to complete, meaning that he will receive his refund in early to middle November.  Because the refund is in the early stages of being processed, his refund check should include the entire $76.25, though it is possible the refund will come in two parts ($70.97 and $5.28).

 

Should you or Mr. ******* have any additional questions or concerns, please feel free to contact me.  I can be reached Monday through Friday, between 9 AM and 6 PM, at ###-###-####.  Also, a voice mail message can be left after hours.

 

Sincerely,

 

*** ******

Consumer Contact Specialist

Time Warner Cable - Wisconsin

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/7/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was called by a gentleman offering a $99 offer for tv cable service, internet service and phone. He told me that because we had the internet service that we could upgrade to the phone and cable for the $99 for 2 years but that we could call in the third year and get the rate extended. He also stated that there was a promotion for a $300 gift card for upgrading. I asked how many channels were included to which he stated over 100. I asked if it was HD and he responded that it was. At no time did he state that the additional taxes and equipment would cost another $38 (an increase of nearly 40%!) .I can understand taxes but renting equipment that doesn't include a dvr at the cost of around $25 doesn't save me any money at all on this "promotion". The promotion is incredibly misleading. I told him that we had canceled cable before because it was too expensive but that we would go with this rate because it was a good deal. I asked if there were any installation fees and he stated no. He said that he would stop by our house the next day to have paperwork signed which I thought to be a bit odd. He never came the next day and our equipment arrived but we had to call 4 times to technical service and exchange our equipment at the store before we were able to finally get the cable connected. I got my first bill for $235! In there were charges that weren't discussed during the original call (an equipment shipping fee not told to me when I asked about install fees, and the cost of the equipment) . Plus, the $300 gift card was only valid if I had switched carriers not if I was just reinstating my service. Again, I was deceived and had made my decision based on what I had been told. I spoke with a woman on the phone who told me that she would have someone in leadership call me. ******* at ###-###-#### called me several days later. He told me that the promotion doesn't include equipment . I asked him to pull the recording of the phone call to which he responded that he couldn't because it was a third party that they hire. I told him what the third party had told me and he said that he can feel my frustration because people get laid off there and he has to clean up the mess. He said that he couldn't offer me $99 but could offer me $121 and a $100 credit rather than the $300. I told him that this made me very upset but that I would talk it over with my husband and call him back. My husband tried calling him several times, the first time customer service sent it to his extension and the phone rang endlessly, two other times he couldn't get through, he also left a message once for him with ***** but never received a call back. I had also canceled my recurring billing during this dispute but my credit card was charged anyway.

Desired Settlement: I would like the $99 offer honored (excluding taxes). I would also like the $300 gift card I was promised and the shipping fee refunded. My previous bill needs to be adjusted and future bills reflecting the $99 rate.

Business Response: Thursday, September 26, 2013
BBB of Wisconsin
Dispute Resolution Center
***** **** ********** ****** ****
**** ****** ** *****
Attention: ******** ********* ********** ******** ********* **********
RE: File # *******
Dear Ms. ********,
This letter is in response to your letter received 9/13/2013, regarding the concerns of:
***** *******
*** ****** **
** ***** ** **********
I spoke to Ms. ******* on 9/24/13 regarding her concern with a promotional rate of $99 and a $300 Visa
Reward Gift Card she was offered by one of our Direct Sales Representatives for upgrading her services.
Ms. ******* upgraded her account on 7/24/13 to add Cable and Phone services. She was put under a
promotional rate of $110.94 not including equipment or taxes. We have put Ms. *******'s account under
2 new promotions for her Cable, Internet and Phone services. Her new monthly rate is $ 95.97 before
tax and $104.23 with tax. These rates include her equipment, however the equipment is not included in
her promotion and is subject to annual increases if applicable. This would include the HD Converter and
the Modem. The new promotional rates were backdated to Ms. *******'s original installation date of
7/24/13.
The Cable and Internet promotion will expire on 9/14/15, however the rate will increase on 9/14/14.
The Phone promotion will expire on 9/14/14.
Ms. ******* was not eligible for a $300 Visa Reward Gift Card, due to her services had not been switched
from a different provider. Also, the promotion did not offer a $300 denominational gift card. As a
courtesy, a $100 credit adjustment was applied to Ms. *******'s account. She has also been added to an
exception list to receive a $100 Visa Reward Gift Card. This card should be received in 6-8 weeks. Her
monthly billing needs to remain current and not go in to a past due status.
An equipment Shipping Fee of $10.84, which was assessed to Ms. *******'s account on 7/29/13 has also
been credited on her account.
Ms. *******'s account currently reflects a credit balance of $ 74.37-. Her new billing statement will print
on 10/11/13. This credit amount will be deducted from the amount due on her new monthly billing
statement.
If Ms. ******* needs further assistance she should contact Time Warner Cable at ###-###-####.
Should you have any additional questions or concerns, please feel free to contact me. I may be reached
Monday - Friday, anytime between the hours of 7 AM and 4 PM at ###-###-####.
Sincerely,
***** ******
Consumer Contact Specialist
Time Warner Cable - Wisconsin

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/4, my phone service stopped working. On 9/5, I contacted Time Warner and they did trouble shooting over the phone. Service was not restored. I called from my cell phone six times and was placed on hold for 20 min. each time and I hung up. I talked to a rep on 9/9 and attempted trouble shooting again. At that time, a service call was scheduled for 9/11 and the tech did not show up. On 9/12, I contacted Time Warner Cable again and spent 75 minutes on the phone trouble shooting. At that time, a service call was set up for 9/12 at 2:00. Again, the service rep did not show up. At that time, I contacted Time Warner Cable and was placed on hold for 20 minutes, then spoke to a rep. I requested to break my phone contrract due to the fact that they are unable to provide the service. I was told that I cannot do this unless I pay a large fee. I asked to speak to a supervisor and was told that they would call me on my cell phone. The supervisor never called. I do not receive phone service and I am being charged for this service. They schedule service rep visits and they do not show up. They tell me that a supervisor will call and they do not. The customer service is not willing to correct the problem. I am a ******** ** ******* and am on call at all time, my employees are unable to contact me. I need to break this contract so I can obtain phone service elsewhere.

Desired Settlement: I cannot spend any more time being placed on hold or waiting for a rep. who is not coming. I want to break the phone contract with Time Warner Cable. I do not feel that I should pay a fee.

Business Response:

 

September 26, 2013
BBB of Wisconsin
Dispute Resolution Center
10101 West Greenfield Avenue Ste. 125
Milwaukee, WI 53214
Attention: ******* *********** ********* **********
Re: File # *******
Dear Mr, **********:
This reply is in response to your letter received September 13, 2013, regarding the concerns of:
***** ***** ******
**** * ************ ***** ****
********* ** **********
Thank you for providing us with the opportunity to address Ms. ******'s customer service concerns.
Our records indicate that we were contacted by Ms. ****** and her son regarding home phone issues between 09/06/13 and 09/13/13
regarding an issue with their home phone service.
A new modem was picked up and installed by Ms. ******'s son on 09/06. Because this did not correct the issue, a service call was set
up and scheduled for 09/11 between 5 and 6PM. The account is noted that the technician was outside Ms. ******'s door at 6:50PM, but
that they were unable to reach her by telephone and there was no answer at the door.
A second appointment was set up at 10:59AM on 09/12/13 with a technician scheduled to arrive between 2 and 3PM on that same day. It
appears, however, that, a technician was not assigned to the work order until 3:04PM and that the order was closed at approximately 8:32 without documentation.
When Ms. ****** contacted us on 09/13/13 to ask about canceling her telephone service, the representative did explain that Ms. ****** had taken advantage of one of our Price Lock guarantee agreements and that an early termination fee would apply should she wish to disconnect her home phone service. Instead, Ms. ****** agreed to schedule a service call for 09/14/13 and when the technician arrived for the appointment, he determined that the dial tone had been restored and that service was again working.

Per my discussion with Ms. ******, there have been no further issues with her phone service since that technician left her home.
A count on us credit of $20.00 including taxes and fees has been applied to Ms. ******'s account for the missed appointments on both
09/11 and 09/12/13 and a $6.18 including taxes and fees has been applied for loss of phone service. This $46.18 total credit after taxes
and fees will appear on Ms. ******'s 10/11/13 statement.

A credit of $22.00 pretax, was also applied to Ms. ******'s account on 09/09/12 for time without phone service and appears on her
09/11/13 statement.
Per my discussion with Ms. ******, there have been no further issues with her phone service since that technician left her home.
We sincerely apologize for the length of time Ms. ****** was on hold before speaking with a customer service representative and for the
technicians having missed the scheduled timeframes as well as for the inconvenience caused. As shared with Ms. ******, we will be
reviewing our call logs and forwarding feedback to the appropriate areas based upon our findings. We thank Ms. ****** for her patience
and for bring this matter to our attention so it could be rectified.
Should you or Ms. ****** have any additional questions or concerns, please feel free to contact me. I may be reached Tuesday through
Saturday, between the hours of 6:00AM and 2:30PM at ###-###-####.
Sincerely,
**** *****
Consumer Contact Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called them and found out NBC company Blocked Time Warner Cable will NOT Depoist 200 to NBC and did not work something out with Customers with time warner cable

Desired Settlement: They need to do Better I feel like I waste my money on them can't they make agreement with NBC channel?

Business Response:

Wednesday September 25, 2013

BBB of Wisconsin

Dispute Resolution Center

10019 West Greenfield Avenue

West Allis, WI  53214

Attention: ******* *********** ********* **********

RE: File # *******

Dear Mr. **********,

This letter is in response to your letter received 09/17/2013, regarding the concerns of:

**** ******

*** ***

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

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

We regret that Journal Broadcast blackout caused you any inconvenience. However, we provided alternate programming during this blackout, plus a free movie on demand or an Amazon gift card, and free antennas to those that chose to take them. All of that has a significant retail value and we won’t be providing any additional compensation.

 

Please know that NBC is carried as part of a programming package, and we typically do not adjust what customers pay for changes to the lineup –whether channels are added or removed.

 

We do appreciate your patience, and your decision to be a Time Warner Cable customer. As in all of our negotiations, we aim to hold down programming costs and retain our ability to deliver a great video experience for our customers

If Ms. ****** needs further assistance please contact Time Warner Cable at ###-###-####.

Should you have any additional questions or concerns, please feel free to contact me.  I may be reached Monday – Wednesday, anytime between the hours of 8:00 AM and 4:30 PM at ###-###-#### and Saturday-Sunday between 7:00 AM and 3:30 PM.

Sincerely,

***** *

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Due to their disagreements with a local television station, channel 4, that is owned by the Journal Broadcast group, Time Warner decided to take the channel off the air. According to our contract with Time Warner, they must provide ALL local channels. Since Channel 4 WTMJ is a local channel they are breaching their contract with ALL their subscribers.

Desired Settlement: Put Channel 4 WTMJ back on the air and work out your differences in the board room and the negotiating table. All you are doing is providing to your customers that all you think about is your bottom line not your customers. Provide a refund of $500 to me and I willl not take legal action for breach of contract.

Business Response:

July 31,2013

BBB of Wisconsin

Dispute Resolution Center

 

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

 

Attention: ******* *********** ********* **********

Re: File # *******

Dear Mr. **********:

This reply is in response to your letter received July 29,2013, regarding the concerns of:

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

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

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

Thank you for providing us with the opportunity to address Mr. **********'s advertising issues.

TWC and Journal Broadcast Group have been in negotiations to reach an agreement to continue carrying Journal's TV

stations. We have been unable to reach agreement because Journal is demanding a huge increase in compensation for the

right to continue carrying Journal's channels.

On July 24, Journal Broadcast Group, owner of broadcast affiliate stations in Wisconsin, California and Nebraska, decided to

pull the remainder of its programming from TWC lineups.

We continue to be willing to negotiate at any time to bring the channels back to our lineup, but the power rests with Journal

Broadcast Group - by law, TWC cannot carry Journal's channels without its permission and Journal Broadcast Group is

withholding that permission.

We regret that Journal's unreasonable demands have forced us to remove WTMJ from Mr. **********'s lineup and are doing

everything we can to hold the line on outrageous demands, especially for programming that is available free over the air.

When I spoke with Mr. ********** to explain that we are not legally able to provide WTMJ programming as our retransmission

consent has expired, I also tried to explain that WTMJ is sold as part of a package of channels and we change our

programming packages from time to time, including by adding new networks to our lineup.

It is not our practice to issue credits for individual networks that are offered in a package. Therefore, we will not be providing

Mr. ********** with a $500.00 refund.

More information is available at www.TWCConversations.com/local. including:

• Information on where else to find the programming that Journal Broadcast Group is blacking out for Time Warner

Cable customers;

• Information on how to connect an antenna or computer to your Time Warner Cable set-top box and TV;

• Other frequently asked questions;

• A place to leave your comments and tell us what you think about this Journal blackout

We assure you we're working hard to resolve this blackout as quickly as possible. We thank Mr. ********** for his patience

and support, and appreciate him being a Time Warner Cable customer.

Should you or Mr. ********** have any additional questions or concerns, please feel free to contact me. I may be reached

Tuesday through Saturday, between the hours of 6:00AM and 2:30PM at (414) 908-2061. I will, however, be out of the office

from 08/01 through 08/05/2013.

Sincerely,

**** *****

Consumer Contact Specialist

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.

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

 

Again, I am paying for a service that I am not receiving!

 

Why do I need to go waste MY time to go get an antenna, when you should be providing the service?

So the complaint against Journal Broadcast group is to keep the cost down to Time Warner's customers.

While you are not paying Journal Broadcast group during the blackout, you need to REFUND the money to the customers!

 

See Wisconsin Statue 100.209 (2)(b)

100.209 Video programming service subscriber rights.

(1) Definitions. In this section:
(c) "Multichannel video provider" means an interim cable operator, as defined in s. 66.0420 (2) (n), video service provider, as defined in s. 66.0420 (2) (zg), or multichannel video programming distributor, as defined in 47 USC 522 (13).
(d) "Video programming" has the meaning given in s. 66.0420 (2) (x).
(2) Rights.
(a) A multichannel video provider shall repair video programming service within 72 hours after a subscriber reports a service interruption or requests the repair if the service interruption is not the result of a natural disaster.
100.209(2)(b) (b) Upon notification by a subscriber of a service interruption, a multichannel video provider shall give the subscriber a credit for one day of video programming service if video programming service is interrupted for more than 4 hours in one day and the interruption is caused by the multichannel video provider.
 
According to this statute, you owe me a refund since July 25th. 
 
Please credit me upon receipt of this otherwise I will terminate my service and file suit for violation of State Statute 100.209