This business is not BBB accredited.

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/


BBB Business Reviews may not be reproduced for sales or promotional purposes.

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 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Time Warner Cable include:

  • 514 complaint(s) filed against business
  • 6 complaint(s) filed against business that were not resolved
  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Time Warner Cable include:

  • Length of time business has been operating
  • Response to 514 complaint(s) filed against business


Customer Complaints Summary Read complaint details

514 complaints closed with BBB in last 3 years | 155 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 72
Billing/Collection Issues 201
Delivery Issues 17
Guarantee/Warranty Issues 2
Problems with Product/Service 222
Total Closed Complaints 514

Additional Complaint Information

On May 29th, 2015, the BBB sent a certified letter to Time Warner Cable due to a pattern of consumer concerns received by BBB from consumers. 

In the complaints, consumers advised that without prior notice, their bills increased. In some cases, the bill almost doubled in price.

On June 16th, the BBB sent a certified follow up letter to the company after receiving no response to the initial letter. 

As of June 25th, 2015, the BBB has not received a response or phone call to the pattern of complaints.

On May 29th, 2015, the BBB sent a certified letter to Time Warner Cable due to a pattern of consumer concerns received by BBB from consumers. 

In the complaints, consumers advised that without prior notice, their bills increased. In some cases, the bill almost doubled in price.

On June 16th, the BBB sent a certified follow up letter to the company after receiving no response to the initial letter. 

As of June 25th, 2015, the BBB has not received a response or phone call to the pattern of complaints.

Customer Reviews Summary Read customer reviews

90 Customer Reviews on Time Warner Cable
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 89
Total Customer Reviews 90

Additional Information

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)

Contact Information
Customer Contact: Mr. James "Drake" Riley, Supervisor- Office of the President
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 TWC
Industry Tips
Digital Television (DTV)

Customer Review Rating plus BBB Rating Summary

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

BBB Customer Review Rating plus BBB Rating Overview

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

    3940 Northpointe Dr
    attn: Drake

    Zanesville, OH 43701

  • 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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BBB Customer Review Rating plus BBB Rating Overview


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

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

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

BBB Letter Grade Scale

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

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

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

Complaint Detail(s)

7/22/2016 Problems with Product/Service
7/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill saying I owed a $78 payment on 7/4/16 but online it showed I owed nothing. I tried to pay anyways online and with auto bill pay but could not. When I called on 7/5/16 to sort it out I was given conflicting information. After two hours on the phone/online chat I was finally transferred to someone who knew that this bill was actually due on 8/4/16. It is horrible that a company thinks they can threaten one with late fees and damage to their credit based on their systems being so horrible and having such a sub-par customer service.

Desired Settlement: I would like the first bill refunded for my trouble and for TWC (or charter their successor company) to resolve this issue so it does not happen to other customers.

Business Response:

We apologize for Mr. ****’s recent unsatisfactory experience having your Time Warner Cable billing concerns addressed.  Unfortunately our findings do not indicate a refund of services is due. We will however forward the feedback sent to us via the BBB to our Care Team Leadership so they can investigate for coaching opportunities.

 

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:

TWC did not address the main complaint which was sending a bill marked with an incorrect due date. Their online system made it impossible to pay this because nothing was due and their customer service gave me conflicting information.

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:

We are very sorry that Mr. **** was not able to view his bill with due date July 4/2016 online.  Since the statement printed within 48 hours of installation it was not available for him to view using online billing.  Going forward we do not foresee further issues concerning his online statement availability.  However, this does not warrant a refund we have, as a courtesy waived the $39.99 installation fee he was charged. 

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

Better Business Bureau:

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

Regards,

**** ****

7/20/2016 Problems with Product/Service
7/19/2016 Problems with Product/Service
7/18/2016 Billing/Collection Issues
7/18/2016 Problems with Product/Service
7/18/2016 Problems with Product/Service
7/15/2016 Billing/Collection Issues
7/13/2016 Problems with Product/Service
7/12/2016 Billing/Collection Issues
7/12/2016 Billing/Collection Issues
7/11/2016 Problems with Product/Service
7/10/2016 Problems with Product/Service
7/7/2016 Billing/Collection Issues
7/1/2016 Problems with Product/Service
6/26/2016 Problems with Product/Service
6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 7th, 2016 I made a call to Time Warner Cable in efforts to set up an internet connection using their services. The salesman was initially great and did his job well as he was able to accommodate me with a better deal than expected for Cable and Internet. I proceeded with the purchase which was then debited from my Chase bank account in the amount of $82.15. I proceeded to ask why they debit my account prior to getting any services, the representative was unclear as to why I was paying for a service that I was not benefitting from yet??? Prior to this nominal transaction I had questions about the service installation. How it worked? The soonest it could be done? etc. He proceed to tell me that they could send a self install kit to me due to the fact that my housing unit was already set up for TWC activity. He reassured me that this was the case and that it would be as easy as plugging in the some cables, calling up TWC and activating. We agreed on the terms and he sent out a package to arrive on Thursday June 9th, 2016. Fast forward....June 9th at 6PM I hadn't received any TWC installation kits. I called and the UPS tracker apparently read that I would received the package until June 11th,2016. The new rep I spoke with on June 9th was helpful and credited the account for the two days I was not receiving services. Now, Saturday comes and I get the kit. I follow the directions given to me. After a number of tries I was unable to get the install completed, so I called TWC. After an hour and half phone call (3rd call to TWC), with 3 separate individual reps I spoke with a tech who asked me to test the cable outlet. We came to the conclusion that the outlet was in active! At this point, I've spoke to a total of 5 representative, for over a total of 3 hours in a matter of 3 days, and my account had already been debited $82.15, on top of that I was still without any services. I was upset and was transferred to another customer service rep (#6). This rep was able to get technician out the next day after long negotiations. (They wanted to send someone out the next Wednesday, 6 days after I was changed and the original install was suppose to happen.) Now its Sunday and I have an appointment for a technician to come out between 6-7:00PM. I return home from a family/friend gathering early (5:20PM to be exact) so that I can be there promptly. I sit in front of my living room window reading and I hear a car running outside, I look and I see a white van. I go to the door to open it as a way of letting him know he can come to the door. When he gets to the door he proceeds to tell me (he was hard to understand - not well English) he cancelled the installation. Keep in mind it is 6:00 PM (the appoint was between 6-7). He proceeds to lie to my face saying that he had been here for an hour out side my house waiting. Also, said he knocked on my door. He decide to be a little condescending as well. I give him a little bit of push back on his lies and defensive rhetoric and his story starts to change. I then call customer service at TWC and they tell me he is a contractor and they were wondering why he had cancelled the order. They asked him to reopen the order which would have taken another hour to do and then he would have had to do the installation. At this point I ask him to leave because I don't want someone who is lying straight to my face, on my porch in my house. I asked TWC to refund my account immediately and I will be cutting any and all ties with them. The customer service rep on the other end of the phone (#7) says that they cant do that at the moment. I hang up in fears that Im going to lose my mind and my composure. I then called back about an hour later after I calmed down. I spoke with a rep by the name of Alexis (#8), the most competent customer service rep yet. She felt horrible about my experience thus far and really wanted to help. She said she would get her manager to comp a bill and get another technician out to my place to get this done. She said she felt horrible and assured me that she could help me. The fact that I was getting a month free of service added with her confidence in getting my situation resolved I told her I will work with her. I request a TWC tech, no contractors, to come out sometime during the day today (Monday June 13th, 2016). Alexis was going to follow up with me this morning with everything. This morning at 10 AM I had NOT heard from anyone yet. My fiancé is at home waiting on my call wasting her day. I'm using my company time to once again call TWC to get an update. The woman I spoke to this morning (#9) could not help me and also told me that we were not promised a TWC employee technician for todays installation which apparently won't be at our residence until 6 PM tonight. At the end of the conversation the rep (#9) started to become rude and told me I need to talk to her legal depart as I finally threatened with a BBB compliant. She abruptly put me on hold for 10 minutes until her supervisor got on. He supervisor did NOT understand that there is $82.15 that resides in their accounts payable and no longer in my bank account, and I have not received one ounce of service yet. To me, they have stolen my money...at this point that's how I am looking at it. My request is that I be compensated for my time, my troubles, my missing money (with no services), my alarm system liability (WiFi functionality), and for untruthful aggressive approach the tech TWC sent. I was never looking for any handouts here but at this point I have been taken advantage of, lied to, treated unfairly through deceptive practices. There are many reason in which I should be reprimanded which I have stated but my time and money is what is valued in this specific instance. Assuming everything works out with getting my service active today, I will be following up closely with my account throughout these next couple months and making sure I am not charged for next month and that no hidden fees or increased charges occur. Thank you for your time.

Desired Settlement: Due to this messy situation, on top of my compensated month for July with TWC, I would like a refund in the amount of $82.15 for the month of June. (my initial payment) IF you need any bank statements or proof of anything let me know. I hope to get this resolved as soon as possible as this has been a disaster. Thank you

Business Response:

Time Warner Cable reviewed Mr. ****** account and verified that service was installed on 6/13.  As a result of the misinformation and delay in installation we have credited the account for 1 month of the original services ordered in the amount of $82.15. 

Time Warner Cable apologizes to Mr. **** for any inconvenience this situation may have caused. 


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,

**** ****

6/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I turned my service on with Time Warner cable on May 17 of 2016 and ever since that day I have had numerous issues with my service calling back almost daily. First it started with the wrong information being told when I set up the service and received the package with the Internet phone and cable and it did not come with the phone which we were unaware that it didn't even come with a phone. I had issues setting up my service so I requested to have a technician come out which took longer than expected then the date he was supposed to arrive in the afternoon he ended up calling me early-morning trying to come as soon as possible when I had work and was persistent on coming as early as possible due to him wanting to go out and "party" that evening. Everything was set up great except for the fact that every single day we have connection lost with our Internet. This was now the start of me calling almost daily to get my Internet set back up and figure out what's going on when the technicians would sit there and tell me that it says that our modem is online but for some reason we're not getting any connection on my end. I had just called yesterday to get it all fixed and set straight and I mention to them that I would like to stop calling every single day and just see what we were able to do to get it to be fixed and she said that they had to reset the settings on our modem through their end but yet again I had to call today cuz it got cut out. I asked to speak with a manager but was placed on hold over and over again. I am one very un happy customer and would like to get the service I signed up for not one that fails me every single day.

Desired Settlement: I would like to get a refund of the past month. I shouldn't have to pay top dollar for a service that fails daily!

Business Response:

Conciliation Department
Better Business Bureau, Inc.

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

   Case ID: # ********

 

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

 

At technical was out to Ms. ******* home and at this time the customer’s internet issues has been resolved.  In addition, the customer’s account has been credited one month of service for her internet service along with other service credits that were applied in the month of May. The credit totals $86.04 in all.

 

Time Warner Cable apologizes to Ms. Paisley for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable.

 

Sincerely,

Time Warner Cable

 

 

 


6/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 6.13.16 - Called TWC to disconnect cable and phone service while keeping internet. Was on hold for nearly twenty minutes before my call was taken. I told the customer rep that I wanted to disconnect cable and phone but keep my ultimate internet. And I made this quite clear. This rep continued to badger, asking about programming, pricing, etc. I kept repeating my intentions, that I already had Dish installed and to remove the internet and cable programming from my account. I was put on hold for an undetermined length of time, the rep comes back and offers me the same damn programming for the same price that I had already told him I want to disconnect from. He then proceeds to badger me about did I read my Dish contract, did I know I was in a contract, etc. I told him give me the internet, that's it. He then told me that my monthly internet prices would be $119.00 because I had "broken" my promotion. I told him of course I'm breaking it, that my account was moved from a courtesy account (as an employee) to a regular account and it had to be placed there so my cable connection wouldn't be shut off. He started to argue with me that I HAD broken it, and that he was not going to give me the promotional price for the internet which I had been offered earlier in the day when speaking to a rep named "*****". I told him I wanted a supervisor....within 30 seconds, my call was mysteriously disconnected.

Desired Settlement: Give me the promotional price on the internet. Add the $30.00 discount code that is given to customers. And train the reps in the proper procedures in handling retention customers. When a customer calls in to disconnect, take them at their word. When a customer tells the rep they already have the new provider in place, take them at their word. Stop putting them on hold only to come back and ask the customer to take a package they clearly don't want and and have repeatedly asked for the specific item on their account. And don't insult the intelligence of your customers. Of course I have read my contract. Of course I know what I am getting with Dish. Why do you think I left TWC to begin with? Customer Service is horrible and having worked Retentions there, I am completely aware this rep wasn't happy about losing money on me since they make money on customers they keep. Therein lies the crux of this complaint, I completely understand why customers are angry and frustrated, not only at the cable industry per se, but specifically TWC. And finally, you NEVER hang up on a customer.

Business Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience this may have caused. 

Today we were able to speak with Mrs. Gingrasso about her experience with an agent she spoke with on 6/13/2016.  We were able to lower the cost of the internet service to $34.99 in addition to the ultimate internet speed for $30.00 for the service package to cost $64.99 before taxes and after taxes $79.19.  Mrs. Gingrasso appreciated the follow up and agreed with her new 12 month internet & speed promotional offer.  Thank you for being a loyal customer.  We appreciate your business.

 

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,

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

6/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Repeated unanswered calls to Time Warner management about billing increases, incorrect billing, service issues, equipment issues , hidden fees. Repeatedly transferred to Dominican Republic where several times put on hold up to an hour and then connected with individual unable to clearly speak English. I asked to be transferred back to US and they told me "no" we can't do that. Finally got supervisor "****** employee ID ****** who told me he would just transfer me and "maybe " would get a US help desk. Spoke with ***** Employee ID ***** for issues about increased bill amount and was told nothing could be done. She wanted to remove service to get the bill lower...a typical reply from TWC. Asked for her supervisor and got ***** in Columbia SC without any resolution. Asked for (and received) his supervisor phone number ***** ***** ***** ******** and placed 5 calls while leaving 2 voice mails and no reply as of this writing a week later

Business Response:

Mr. ***** had a promotional offer that expired on 4/30/16. He currently has a monthly rate of $144.30 with tax included. Mr. ***** contacted Time Warner Cable on 5/24/16 and spoke with a representative that advised him of his options. We do not currently have a lower promotional offer for the same level of service. He was advised that if he purchased his own modem it would lower the monthly rate by $10.00 per month. The retail price for the package Mr. ***** currently has is $225.93, the current savings per month is $81.63 and $979.56 over the next 12 months. Time Warner Cable considers this matter to be resolved.


Consumer Response: Better Business Bureau:

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

[The monthly price was $107 per month. If this was a promotion, why was I able to obtain it for the last 4 years and not now? Also Time Warner states my bill SHOULD BE $225.93 which is more than DOUBLE what I have been paying for the last 4 -5 years, but considers this (in the wording of their email) a "savings". You have got to be kidding me!  Please explain how a business can just double its rate(s) anytime they choose? I can not double my SALARY any time I choose. TW management was left at least 5 calls from me unreturned, and I find that to be rude as well as poor business practice. The names of those contacted and STILL UNRETURNED calls are listed in previous correspondence.
I have read on the BBB website of the HUNDREDS of complaints against this business JUST LIKE MINE, and I am not able to understand what can be done about this poor customer service and doubling of its prices without cause. Maybe the new company (CHARTER/SPECTRUM) can slash some of this workforce overhead that does not return calls AND THEN  get their rates down. That may then return the company to consumer friendly pricing and policys that we as customers expect.
Regards,

****** *****

6/13/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable sold me a product (phone and internet) with a quote of $64.58 including taxes .The technician added a Modem without quoting and hence having my consent regarding the additional monthly charge. My monthly bill is now close to $82.

Desired Settlement: Time Warner cable should honor the price quoted during selling the product and reduce my bill to $64.58 including taxes.

Business Response: On 4/23/16 Mr. *********** contacted Time Warner Cable to establish internet and phone service. The monthly rate of $64.58 was quoted due to Mr. *********** agreeing to supply their his own modem. When the tech arrived on 5/3/16 it was determined that his modem was not compatible with the service he is subscribed to and we supplied a Time Warner Cable owned modem and WiFi service. This change in service did increase the monthly rate to $80.33 after taxes. If Mr. *********** purchases a compatable modem, monthly modem lease fee would be removed. Time Warner Cable considers this matter to be resolved.

Consumer Response:

Better Business Bureau:

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

The salesman who sold me the product checked my modem serial number and said that the modem will work. Also the tech did not discuss the additional cost before installing.

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

Regards,

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11438315, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Again Time Warner has not answered by question:

1) Why the salesman sold the product after reviewing my Modem detail told me that the Modem is compatible with TWC system

2) Why the Installer did not discuss about "price add due this modem"(20% add from actual price quote during the sales call)during installation?

This is a cheap unethical business tactics to pass the cost to the customer without notifying/ giving an option during sales/installation proposal.


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

Regards,

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

Business Response:

Sales representatives are only able to determine if modem is a compatible model. When the tech arrived on 5/3/16 it was determined that his modem was not working properly and they supplied a Time Warner Cable owned modem and WiFi service. This change in service did increase the monthly rate to $80.33 after taxes. If Mr. *********** purchases a compatible modem, the monthly modem lease fee would be removed. Time Warner Cable considers this matter to be resolved.


6/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've been at my current address for a year now. I've purchased the product at previous address. In February of 2015 I've moved to my current address. One day I called time warner cable to asked why my bill is always around 4 or 5 hundred dollars. They claimed that I didn't pay a bill before I've moved. So I told them I did. And let's compare the payment with my bank account. It shown that I was paying my bill but they kept telling me that I still had unpaid bill. So I told them to send me a copy of the bill. They send me copy of bill I've already paid for. And they always told me that they wasn't going to let the balance of my account. Also they wouldn't let me talk to supervisor.

Desired Settlement: To removed the extra payment I so called didn't pay

Business Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience this may have caused.  Time Warner Cable have investigated the charges billed to Ms. **** beginning with the old account number ********* .  The last s****ment mailed printed for $448.75 at the old address with no payment applied.  Once the service was disconnected, all charges dated from 2/4/2015 – 3/5/2015 were deducted from the old account balance, therefore the remaining balance was billed on the new account number 24656-07.  Please see attachment for both old and new accounts.  A payment for $228.00 was made in February and applied toward the first month of service at the new address leaving the old account balance unpaid.

Ms. **** s****ments are paid late and payments that are made is not enough to pay the full amount due.  Time Warner Cable found no errors with the s****ments and have denied any adjustments to be made on Ms. ****’s account. 

Thank you,

Time Warner Cable

6/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 2/4/16 - terminated service with Time Warner Cable (TWC) and switched to Direct TV 2/9/16 - returned all equipment to Time Warner store 2/11/16 - called Time Warner regarding a bill I received. Talked to ****. She agreed I was due a refund of $30.41 due to not using a complete month of service. Told her I switched carriers. Called later in Feb. to see when I could expect the refund check. **** said it was issued 2/23/16. I received a check for $30.41 at a later date and cashed it at my bank. 3/31/16 - received a notice from my bank deducting $30.41 from my account because TWC stopped payment on check. 4/1/16 - called TWC and talked to *****, who said they thought the check got lost in the mail so stopped payment and issued a new one. 4/11/16 - Talked to Clinton at TWC and he said to give it til April 15th. 4/15/16 - Talked to John at TWC and he could find no reference to the check and said he would put in a ticket for a new one. 5/11/16 - Talked to a ***** at TWC and she said they didn't know my address or phone number to send check. Told her it hasn't changed in 42 years and I expected a check within a week. 6/3/16 - still no sign of my refund check

Desired Settlement: Refund of $30.41 for unused service dates.

Business Response:

Time Warner Cable reviewed Ms. ******* account and verified that a check refund in the amount of $30.41 is being processed through our corporate office.  The refund will take approximately 2-3 weeks.  The check will be mailed to the address where Ms. ******* received service. 

Time Warner Cable apologizes for any inconvenience this situation may have 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. 

Regards,

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

PS  Unlike my previous experiences dealing with TWC,  I expect that you will follow through with this and I will have my refund before the end of the month.  If not, I will be contacting BBB again.


6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: TWC installed my service on March 20, 2016. During the installation they put a huge scratch in my brand new floor. I have called them several times and emailed them with promises of resolution. I was told on Friday the 20th that I was in line to get a call. It has been over 2 months and I am getting frustrated.

Desired Settlement: I would like to receive $200 compensation for the repair and with all the frustration, free service for a few months.

Business Response: On 5/24/16 Ms. ******* was issued a credit on her account for her concern. A total credit of $450 was applied, $300 for the damage and $150 for a month of service due to the inconvenience. Time Warner Cable considers this matter to be resolved.

6/5/2016 Problems with Product/Service | Complaint Details Unavailable
6/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable scheduled an appointment to install with us from 5:00-6:00 this evening. Someone was at our home at 3:00pm and I was home by 5:00. Nobody showed. I called the installation number, it confirmed my appointment and noted that a technician had not yet showed and was en route. I asked to be connected to an operator, after numerous times on hold by *** * employee #******* and not being connected with a supervisor, after asking several times, I was never connected.

Desired Settlement: I would like to be compensated for my time and frustration. They were completely unprofessional and unresponsive.

Business Response: Our technician did go to residence: Per tech:

It was a two story home brick house, wood primary door with a glass door in front of it.  There was a basketball rim on the left side of the house.  It was located in a round-about with about three other houses.  At around 5:09pm, Tech got to the house, a kid came to the door wearing a blue shirt.  Tch asked if his parents were home.  He said, “No, they will be home in about 2 minutes.”  Tech went to his car and waited for about 10 minutes before leaving.  He did not ask for the kids name.

 

The appointment was then rescheduled based upon customers schedule.

 

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In October of 2015 Time Warner or a sub contractor of theirs "plowed" "Bored" and "backhoes" a new service line through my back yard a long HWY E in Genesee WI. They destroyed some "natural" vegetation and wild flowers in my yard. I have made a complaint to TWC reference number 23356521 over a month ago. Was promised that I would get a phone call several times after I called to follow up. I have not received a phone call as of yet as to when they will repair their damage.

Desired Settlement: Repair damage to lawn and wild flowers replanted, general clean up of construction mess ASAP.

Business Response:

Conciliation Department
Better Business Bureau, Inc.

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

   Case ID:  #********

 

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

 

At this time, restoration has been completed. Once Mr. ******** contacts our Contractors to make them aware of the type of wildflower seed that he would like, we will completely get this wrapped up.

 

Time Warner Cable apologizes to Mr. ******** for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable.

Sincerely,

Time Warner Cable

 

 

 


Consumer Response:

Better Business Bureau:

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

I have contacted the Contractor for Time Warner and time warners contruction contact *** *****. He know what seed is needed and I will be in contadct with him to resolve this issue. The repair is not complete at this time.


Regards,

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

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

Complaint: In April 2016 Time Warner increased the charge for my services to $141.31 because the promotion I had ended. On May 11, 2016 I called TWC and spoke to Fola who put me in a new promotion with a monthly total of $122.60, which I paid that day over the phone to Fola. I received the next months bill and TWC is not honoring the new promotion I was promised and paid for with Fola. My bill is now showing $144.57. I want the $122.60 price Fola gave me and guaranteed for 12 months.

Desired Settlement: I want the $122.60 monthly price Fola gave me and guaranteed for 12 months.

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been having issues with Time Warner Cable since November. The lines in my area are over-utilized and at night I get 9-13 Mb/s with high latency. I pay for 50Mb/s. I have opened multiple tickets with the company and they say it will require a node split to resolve the issue (basically add more lines to the area). The first date was December, then January 29th, and now April. All of these dates come and go with no resolution in sight. Every time I chat with the tier 3 reps (the highest tier available) I am told the ticket has been closed. The ticket keeps getting closed and it seems like they have no desire to ever fix the issue.

Desired Settlement: I desire for them to do a node split and give me the internet I pay for. I work from home and it is very difficult to do my job with high ping and poor speeds.

Business Response: Time Warner Cable visited Mr. ******** home on 5/5/16 regarding the issue he has been having with his speed. Mr. ****** has been assured that the fiber construction part has been completed and that we are waiting on the equipment that has been order. Mr. ****** has been informed that he will update him once the node split will be completed.

Consumer Response:

Better Business Bureau:

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

The gentleman did visit me as he said a couple weeks ago. He also promised me himself (the supervisor/manager of the area) that he would give me a call last week personally and update me with the status of the node split. I have not received any calls from him or any updates. 
Regards,

*** ******

Business Response: Time Warner Cable would like to apologizes to Mr. Walker for not receiving the telephone call as promised. Our technical supervisor called Mr. ****** on 5/20/16 and was given the time line of completion that was received from our engineering department. Mr. ****** was also given the supervisor's phone number so he would be able to be updated on the progress.

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,

*** ******

5/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Time Warner Cable on 2/18 of this year and spoke with an employee who promised me a price after tax as well as a $300 gift card. I have had several phone calls with customer service and am currently awaiting on phone call back. Several employees have told me they would pull the phone calls and honor the pricing once the offer was confirmed After calling today and giving the last reference number, I was told that is not a real reference number and they had one from the following day saying they tried to contact me to tell me the plan I am in was not expensive enough to qualify. That is not my fault or issue, I am going off what was offered to me. They should have to honor the price and the reward card offer!

Desired Settlement: I would like them to honor the pricing offered when I signed up as well as issue the $300 gift card to me!

Business Response:

Good morning

 

We reviewed the account and complaint. We reached out to the customer because the price he was quoted was a before tax price. We went through current campaigns and was able to lower the billing to $126.03 after estimated taxes. We escalated to get the customer added for the $300 gift card. They are now registered for the card as of 2/20/16 when the new services became active. They will want to make sure they meet all requirements for the 90 day period. The status of the gift card can be check on www.twcbetterreward.com . The status will update as of May 9th and they will be able to follow the process. If there are additional questions or concerns we can be reached at 800-617-4311.

 

Thanks

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 was told their system would be updated on May 9th so I waited until today May 10th to check the system and there is no record of the reward as they indicated there would be.  ***** from customer service followed up with several phone calls and assured me there was nothing for me to do other than continue to pay bills on time and I would be able to track rebate status as of May 9. However nothing in their system. 

Regards,

****** *****

Business Response:

Good morning

 

We have verified that the status of the reward card is still valid. We have verified as of 5/17/16 that the status is still processing. He will need to enter only the digits in blue taking off the 1st 0 (5******3). We attempted to contact Mr. Stitch on the number provided to the BBB and his work number. If he is unsure of the account number he needs to enter he will need to contact customer service at 800-617-4311.

 

Thanks

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 was able to access the site without using the first digit, as to them trying to contact me, I never received a message from them on either my cell or work numbers.

 

I have seen that the reward is in process, per their website: 

Congratulations, you are on track to receive your $300 VISA CARD.

Your promotional item will automatically be shipped to you 4-6 weeks after you have maintained your current level of services in good standing for 90 days from your installation date. You may check your status at any time using the Status tab above.

 

I will follow-up after the 4-6 week period.

Regards,

****** *****


5/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an internet and phone service with TWC. I have used for interpretation business. In April 7, 2016 while I was in the middle of the call (interpreting), the call disconnected at that day at least twice. I contacted TWC and they told me that there was an outage in the area. The customer service said she cannot do anything for you! So I asked to talk with supervisor she told me she is busy but she will give you a call. After 10 minutes, I received a call from the supervisor and we discussed regarding the issue and she confirmed the problem. Thus, I requested two things which was the compensation for 3 hours working ($150) also write a letter to let my employer that this disconnection was not my fault. The supervisor agreed to help me out and she told me we will do that for you and she apologizes for what had happened. After three days I have not received anything from them and I gave a call and I asked what is happen with my request. The customer service told me I cannot do anything for you regarding the issue. So I requested to talk with the supervisor and after stay on the line for more than (30) minutes, I got a supervisor. After discussing for about 1 hour and she told me that TWC does not be able to compensate you for $150 also send your employer a letter about the issue that day. She said we can refund one day ($2) only! Then I pointed out that in the previous conversation with the supervisor who I had talked with agreed to compensate me also write a letter to my employer. Also I told her to go back and listen to the conversation between me and her. So she agreed to do that but she asked several days and I gave her a week to get a respond from them. This supervisor her name is Heapher and she told me that she is working in Wisconsin. I have not get any respond back from her after 9 days, then I called TWC and I asked to talk with Heapher and the guy told me that I don’t know this person because we located in Philippine! After a long talking he promised to find her for me and let her “Heapher” to call me back at the same day at 4:00 PM (Wisconsin Time). I was waiting but the call never came! Next day I called again and asked for the Heapher and the customer service told me that she is located in Philippine and don’t know this person! I get upset and asked for her supervisor, after 30 minutes waiting I got a super visor. I explained again and I insisted to refer me to Heapher because she knows about that case, this conversation also took me another 45 minutes! The day after I got a call from the Heapher and indicated that she has not received any information from them yet and I agreed to give her more time and she came back to me as soon as she got the result. Shortly after her call, I was on the phone with my client, she called back to my mobile and left a voice mail saying that they listened to the conversation and they did not said to compensate you with this amount also write a letter to your employer! Indeed, she left a phone number to reach her out if I want it! Right after listen to the voice mail I gave her a call back with the number she provided. Unfortunately some people answer the call from Philippine again! After talking what I'm looking for and she could not help me because she does not know Heapher. So I requested to talk to the supervisor, finally she transferred me to the supervisor. I talked to the supervisor and explained the situation and he promised to inform Heapher to call me back. This supervisor was Neil, reference # *******. Later Heapher called me and repeat the same result to me. So I requested to listen the conversation between me and the supervisor who promised me at the first phone call. She said I cannot release this to you and you must submit a subpoena to get that! I asked her to provide me contact information, address, name,etc and she refused to give me anything! Briefly, first, I have spent almost 1 month to solve this issue and they never done anything to solve that. Second, in total I spent more than 6 hours talking to the customer service and referred me to the Philippine consistently. Third, they always made things more difficult and never getting any good result. So I would like to request for the compensation for what I lost that day which is $150.

Desired Settlement:

Business Response: We spoke to Mr. ***** today 5/12/2016 about his complaint/request. We explained that multiple calls were pulled and researched and at no time was it stated that we would credit/adjust the account in the amount of $150. In addition, Time Warner Cable did not state we would send a letter/document to his employer giving reason why his phone call dropped. Mr. ***** currently has residential service and under Residential Subscriber agreement it states this service cannot be used for commercial purposes. If Mr. ***** would like to upgrade his service to a Business Class account he can do so by calling 1-855-580-8427.

Regards,
Time Warner Cable

Consumer Response: Better Business Bureau:

I have reviewed the response made by the TWC 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.

[They gave me a call but they repeated themselves. However, the respond indicated that my service is residential! based on what category my service is residential? When I wanted the phone service and upgrade the internet with TWC, I explained to sales department that I use this service for my business and they recommended that for me. Thus, based on their recommendation I got the service, why they said so today? In addition, I asked them to send me a copy of the first conversation between me and the TWC supervisor, which the TWC indicated that she did not made any promise! if she doesn't made any promise, I'll promise to waive my right on this claim ]

Regards,

****** *****

Consumer Response:

Better Business Bureau:

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

Please explain why this service is Residential service and not Commercial when we had stated exactly what type of service we needed 

Regards,

****** *****

Business Response:

Time Warner Cable stands by the initial response that was provided.

 

Regards,

Time Warner Cable

 

5/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Very bad service. Tech was out line from pole to house bad temp put line on ground to house on 4 26 16. Said in one week they would be back to istall new line. Contacted twice now since then. Told me they won't be here until 5 31 16 Very unexceptible. I have kids in my yard. Do not need line on ground for them to trip on. I need them to repair now

Desired Settlement: Finish the job this week

Business Response:

After reviewing Mr. ***** complaint we engaged the local technical operations team to have the issue with the line in his yard addressed. On 5/11/16 we received confirmation this was completed. We spoke with Mr. ***** on 5/12/16 and confirmed the issue has been resolved to his satisfaction.

5/23/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Earlier this year I accepted a TimeWarner customer service person's offer for 30 MB internet service plus cable TV for up to 12 months (no contract) for $44.95 per month plus taxes. On query the TW representatve again confirmed the terms. When the first monthly bill arrived TimeWarner added a fee for Broadcast TV surcharge and a Franchise fee. Neither of these are taxes. I sent a written letter to Manager Customer Service of TimeWarner on March 31 asking for them to explain the charges as again they are not taxes. I asked for their reply in one business week. That was more than 4 weeks ago. To date no written reply, no email reply, no vmail reply. I was also billed for a administrative fee charge. This was caused my my credit card company cancelling my card due to attempted unauthorized charges (was TW the cause of these charges? We'll let that go for now.). The same day I received a new card I uploaded its number o the TW website. It was accepted and responded that I had an outstanding balance and did I want to make a payment. I responded YES and then assumed the payment was taken care of. Apparently the TW website does not understand the concept of the reply YES or they really needed to collect an additional $7.50 for their stockholders.

Desired Settlement: 1. Provide a timely reply to a customers inquiry. No reply in 4 weeks is insulting to their Customer Service organization. 2. Honor their offering. 3. Delete this admin charge

Business Response:

We have thoroughly reviewed Mr. *** ******** concerns and have forwarded them to the supervisor of the agent with whom he was working with. Geneva has made several attempts to reach  Mr. *** ****** and has left him her direct number so that they can discuss a resolution. To date she has not had a return call.

 

Regards,

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.

1. I did not receive a notice from BBB dated May 5 which said that TWC had responded and
 
2. The TWC response is nothing but fluff.  I did not receive a call from ******, nor did she leave a message nor did she leave a call back number. There is nothing on the answering machine.

Also why didn't the TWC respondent leave their name and a phone number or email address for follow-up?
 
**** ** *** ****** 

Business Response: An adjustment totaling $103.12 was applied to Mr. Von Bargen’s account today 5/18/16. This is the taxes and fees that would be changed over the next 12 months that were not properly explained to him. Mr. *** ****** accepted this offer as a resolution d Time Warner Cable considers this complaint 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,

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

5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in March 2016, I placed a call to Time Warner Cable with the intentions of cancelling my service as I was moving to a different provider. After discussing plans with a customer service representative I was presented with a package what included TV, Internet and Phone service for $131.10 (After taxes and fees). The package offered included Turbo internet, which was in comparison to what I was going to receive from their competitor. However now that the package has now started, I noticed I was not getting the internet speeds that I was promised. I have now placed 2 phone calls to Time Warner Cable and neither representative was willing to honor the agreed upon package.

Desired Settlement: I am requesting that time Warner Cable honor their verbal agreement of including the services (Turbo Internet for 12 months) I was promised

Business Response:

We spoke to Ms. ***** on 5/16 and advised that we would honor the price quoted by adding the Turbo internet upgrade along with a promotion to offset the difference in pricing. 

Tell us why here...

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,

****** *****

5/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I received our Time Warner Cable (TWC) bill 4/20 for $332.44 when the normal monthly bill is $102.82, a nearly $230 increase. We used online chat to try and resolve the issue as there seemed to be no reason for the massive increase to our monthly bill. The employee in chat said we had to call and that the person over the phone would help us. We spoke with another employee on the phone who reassured us the issue would be fixed and the bill set back to where it was previously. We were transferred to a person who then tried to come up with a new package at a significantly higher price than what we had before. We said that was not satisfactory and that we were told it would be set back. The employee said we would receive a call from a manager to get the issue settled in 48-72 hours, meaning at the very latest we'd get a call by 4/25 (due to business days). When we hadn't received a call, we called back 4/26 and asked to speak to a manager. The manager we spoke to said he'd need to talk to his supervisor but that they would call us within 72 hours and get our bill set back to the same price since that was what we had been promised earlier. We did not get a call back by Friday, 4/29 as promised. We did another online chat on Monday, 5/2 and were told that it turned out the whole problem started because we don't have a phone modem. He said that we needed to go to the store to get another phone modem and that they can then set our monthly bill back to normal with clear notes indicating the whole ordeal. I went to the store today, 5/3, to finally get it resolved and the employee gave me the phone modem and told me I was all set. When I asked her for a copy of my updated bill showing that it was back to the regular amount, she said she couldn't provide it or tell me how much my bill would be. She then went to talk to her manager. When she came back 20+ minutes later, she said they didn't know why I had the price I did and that my price would be going up and could potentially go up the hundreds of dollars per month quoted on my most recent bill. She said this was because we chose to cancel our home phone service. I explained again that we never intended to do that, particularly if it would cause our bill to skyrocket, and that we brought the modem into the store because we thought we were doing them a favor by bringing back apparently unused equipment and that employee never gave any indication our bill would go up because of it. Why would anyone intentionally reduce their service just to have their bill go up? She said she couldn't speak to that because she wasn't the employee. When I told her I wanted resolution now and that I had already been told multiple times a manager would follow up with me and they never did she just said that wasn't her and so she couldn't speak to it. She said I would just have to call or email back tomorrow when the appropriate department was open and that they would decide what price I would get. In summary, we have made five attempts to get this billing issue resolved with Time Warner Cable without success. TWC has failed multiple times both to follow up and to honor their promises made. The whole problem was started simply because we thought we were doing TWC a favor by returning equipment that it appeared had been placed in our home in error. Had the employee informed us we needed to keep the phone modem (even though it didn't need to be actually installed, just kept in our possession) or risk a rate hike, we would have gladly kept it and there would have been no trouble. Now we have had to spend hours trying to rectify that employee's failure to inform us of the consequences of returning the phone modem and TWC has failed in honoring any of its promises of resolution.

Desired Settlement: I want a response from a Time Warner Cable employee by the end of the day 5/4/16. I want confirmation that my monthly bill has been returned to the original rate of approximately $103. The payment due date is a week from tomorrow and we have made every effort these last two weeks since first receiving the bill to get this resolved. It is time for TWC to start keeping promises and stop putting the burden on us to call or come to the store only to be told that we have to again wait for resolution. There is absolutely no reason it should take more than two weeks to resolve a billing error.

Business Response: We have reviewed Mr. ******** account. When the phone service was removed from the account this increased his monthly rate to regular pricing due to the phone being part of the promotional offer. The phone service was reconnected as of 5/4/16. We have applied a new promotion to the account providing Mr. ****** a monthly rate of $97.26 for the next 12 months. Mr. ******** current balance is now $97.25. We apologize for any inconvenience. Time Warner Cable considers this matter to be resolved.

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.

Unless taxes and fees are included in the $97.26 rate quoted, you are proposing a monthly increase to our bill of approximately $10.  If taxes and fees are included, I thank you for the decrease.  If they are not, I will still accept the proposal to set our monthly rate for 12 months at $97.26 and the current balance to be set at $97.25 but not until you have not yet actually corrected the current balance.  The online statement shows that we owe $332.44 and the current balance on your website shows as $250.41.  Please see attached both for a copy of the online statement and a snapshot of the screen showing the current balance.

I accept your proposal to change our current balance to $97.25 and to adjust the monthly rate for 12 months to $97.26 as indicated in your response but do not consider this matter to be resolved until our account has actually been updated and/or we receive a corrected bill.  Please note there are four business days remaining until the bill is due and that we have been making every effort through repeated online chats, phone calls and a store visit to clear this issue up prior to the due date since the day we first received the bill.  It is our strong desire to have all of this resolved prior to the due date of 5/11/16 so that we will be able to pay our corrected bill on time without issue.  I look forward to your prompt response and resolution.

Regards,

*** *******

Business Response:

Mr. ******** monthly rate will be $97.26 with tax included. The updated amount due will be available online within 24-48 hours. Mr. Coleman's next bill will print on 5/16/16, all information prior to that statement generating would only be available online.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I did notice that my bill due the other day was set at $87.91 and so we paid that amount and now our next bill is set for $106.60.  It appears that these two amounts average to about $97.26/month, the agreed upon amount, so I am satisfied with this so long as the bill is kept consistently at the agreed open amount.

Regards,

*** *******

5/17/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Upgrading my services speed to the next tier was advertised multiple times as only costing 10 dollars more per month. When I went through the order process it confirmed it would only be 10 dollars more per month. I received an email saying more information was needed in order to process the upgrade. When I called them I was told that it would be over thirty dollars more to upgrade my service.

Desired Settlement: I would like the service that was advertised for the price that was advertised of ten dollars more to my current monthly cost.

Business Response:

Time Warner Cable reviewed Mr. ******** complaint and as a one-time courtesy we have placed a promotional offer for $34.99 for an additional 12 months on the account.  This is a non-renewable promotion and at the end of the 12 months Mr. ****** will be subject to the prevailing price at that time. 

Time Warner Cable apologizes to Mr. ****** for any inconvenience this situation may have 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. 

Regards,

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

5/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for TWC internet service in February. I paid $58.07 for the first month. I was told that if I did not sign up for recurring payments, I would have to pay a $50 deposit. I decided to sign up for recurring payments. Two months later I went online and saw that my account had no recurring payments and had a $50 deposit charge. I was not notified that this change was made to my account, and I did not make this change myself. I called and was told that they would file a ticket to have the $50 deposit charge removed and they reinstated my recurring payments setup. A month later I called and was told that the $50 deposit cannot be refunded. I find this unacceptable because I did not cancel my recurring payments, this happened as result of their error. And I was given no notice that recurring payments stopped or that I would have to pay this deposit. Apparently TWC assumes that people have an extra $50 sitting around whenever they decide to add a charge to an account.

Desired Settlement: I would like to have this $50 deposit charge refunded. I have called numerous times and been informed that they can open another ticket to have the $50 charge removed, but that it would be rejected again. I would like a simple refund since I did not cancel my recurring payments, and I was not notified that TWC canceled recurring payments for no reason and added the charge.

Business Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience this may have caused.  Time Warner Cable have investigated the issue and found the account was charged a $50 deposit due to not having a email address from Mr. Flister to accept the terms and conditions of the automatic payment plan.  Once an email address is added to the account and Mr. Flister agrees to the terms and conditions, the $50 deposit will be credited off the bill.  Please contact customer service at 800-617-4311 to have your email address added to your account and accept the terms and conditions for your auto pay plan.

 

Sincerely,

Time Warner Cable

5/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had canceled my services with TWC during Nov of 2015. While living with friends, after my services had been disconnected, I returned my old modem to tech ***** ******* ** ************ on November 7th, while installing cable and internet at my new home, under someone else's name. He assured me that he would credit it to my account and this was acceptable. He asked me to sign for the return on his ipad. The credit didn't show to my account. I am in collections now. I have tried to resolve this multiple times. Time Warner will not contact the rep. I was told signing something on his Ipad would be all I needed to do. I am being charged for $65.00 still, which although may not seem that excessive, the whole experience is concerning. When a companies representative is acting on their behalf and does not follow through, or is dishonest, that is the companies issue to resolve or at very least investigate with the representative. I have a witness to the exchange, and that the representative was there on the behalf of TWC doing an install. They confirmed to me that a technician in fact been at that location address I gave them on the date I reported exchanging the modem.

Desired Settlement: I should not be charged for the modem I exchanged with a representative of TWC while acting on the behalf of TWC, who informed me that the exchange between him and I was sufficient and would not require further documentation.

Business Response:

Good morning

We reviewed the account and complaint. We reached out to Ms. ******** to get the information for the account the modem was returned on. We escalated this to our technical operations department and the equipment in question was removed from the account. We have escalated to get the account removed from collections and remove any negative reporting to her credit report. We have attempted to contact Ms. ******** to go over this and left a message on her voice mail. If there are additional questions or concerns she would need to reach out to her advocate directly.

Thanks

Tell us why here...

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

Additional Notes

Complaint: I had new Time Warner cable installed on my recently purchased home on 03/17/16. While installing the cable, the crew mistakenly drilled a hole through my living room wall straight through to my garage. I was told that I would be contacted by a repair crew the next week to schedule TWC to come out and repair their mistake. I have called numerous times since then (estimated 6-8 times) and have been told that a "ticket" was created and is "in process" but that TWC has no control over the scheduling of the contract employees who are supposed to be fixing this. I have escalated the problem to supervisors several times and was told someone would get back to me "within 48 hours" but I have never heard from anyone. Last week (04/18), a supervisor created yet another revised ticket but still have not heard anything. I will have to hire someone to repair the hole in my wall if TWC will not do it, but do not think this is a fair resolution to the problem. I am a current TWC customer and feel that I have been more than patient, but need this issue resolved. The hole is big enough that I am concerned about mice or other vermin entering my home.

Desired Settlement: Have a TWC employee or contractor come to my home as quickly as possible to repair the hole in my wall.

Consumer Response:

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

1:54 PM (9 minutes ago)
tome
Time Warner Cable came today and fixed my wall.  Thank you so much for your assistance!  ***** *******

4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: in short, i was moving and wanted service transferred from one residence to another. this order was taken by a customer service person by the name of *******. A couple of days later a representative by the name of Deago called and had some suggestion about my order and I went with his suggestion, then i receive another email confirming my appointment. the day the technicians were supposed to arrive they didn't and the didn't even call. I then spent nearly 4 hours on the phone withe customer service rep Theresa and she screwed everything all up and push another appointment out even further, then I was put in touch with Leo and he was so baffled he told me to call the office of the president ************ were is spoke with *** who sent off a very stern email to the people down here in the valley to get my situation taken care of. approximately 2 days later Jennifer from the office of the president called and got somebody over to my house to do the work only when the left they only did 1/2 of the tv's the other half did not receive a signal. I then received a call from otc supervisor nadine 937-396-8399 where she got somebody over here to fix the problem. I asked for compensation on my account and i was offered 23.00 for my delay in service and a opology. After everything I went through and made sure i was well documented and i proved it was a screw up on twc part they wouldnt budge a bit . they passed the problem on to a sub contractor that twc deals with. then after about a week and a half of dealing with nadine i was told its standard practice to offer the 23.00 but they went above and beyond and lowered my bill 5.00 a month which actually came out to the price Deago originally quoted me. unless you make me fell good about being a time warner customer again or soon as i find a different provider im gone. i shouldnt have to go through everything i went through a be insulted by a 23.00 discount .

Desired Settlement: at minimum i want a 100.00 credit to my account for everything we went through.

Business Response:

Time Warner Cable has thoroughly reviewed Mr. ******* complaint, and we have denied his request for further credit.

Mr. ***** was given a $50 credit for the delay in installation, an offer which we feel is more than reasonable.  That is the extent of the credit that is being offered, as there were no billing issues.  Mr. ***** was not happy that we did not offer him any free services, stating that he wanted us to do something to make him feel "warm and fuzzy".

Mr. ***** also expressed his displeasure that we had deferred his concerns to the group which made the initial error in scheduling his installation.   However, as we explained to him, the $50 credit given by that group was actually more than we would have offered to him.   At that point he ended the call.

While we are sorry that Mr. ***** is not happy with our decision, that decision is final and there is no further credit or compensation that will be considered.

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,

***** *****

4/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Time Warner allowed someone other than myself to make changes on cable service. Now I have a $222 bill that I never agreed to. I've called several times to get this fixed and that has yet to happen.

Desired Settlement: I would like them to cancel the service and I do not want to be responsible for what I did not agree to.

Business Response:

Time Warner Cable reviewed Ms. ******* complaint and verified that she set up new service for her sister.  The account was put in Ms. ******* name.  The service was set up at her sisters’ address.  Her sister called to upgrade the service and was able to verify the account with the cable equipment serial number.  Ms. ***** did not have a pin placed on the account that would have prevented any changes without verifying that number.  Ms. ***** was advised that they could process an account assumption in a local office to change the name on the account into her sister’s name.  If she wishes to downgrade the account she is welcome to contact us at 1-800-892-2253.  The charges on the account will remain. 

Time Warner Cable apologies to Ms. ***** for any inconvenience this situation may have caused.

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,

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

4/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On cyber Monday time warner cable internet went down across the ENTIRE Midwest. I was down. I couldn't get the deals offered that day. TWC's rep was on the news promising there would be credits for the cost to their customers. No credit occurred. I have contacted TWC twice and been ignored. This is a well documented and costly outage, they promised to credit all of their customers for. They need to follow through for me and all of us.

Desired Settlement: credit all in the Midwest for the loss of service that day and at a higher rate than their usual penny pinch math as this was a very costly time for all of us to loose our internet.

Business Response:

April 11, 2016

RE:      ****** ******

            Complaint # ********

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

We have made multiple attempts to contact Ms. ****** but we have been unsuccessful in speaking with her.

Per Ms. ******** complaint she never received credit for an outage that she stated took place on Cyber Monday. Review of the account shows that Ms. ****** placed a call to TWC on 1/14/16 regarding the credit in question. The rep placed a 1 day credit on the account in the amount of $3.50 pretax and $3.88 post tax in which Ms. ******’s account averages to be $3.79 post tax a day. This is reflected on her monthly statement that generated on 1/16/16. It appears, per Ms. ****** suggested resolution, that she is requesting a half month of credit for 1 day of interruption. While we certainly value Ms. ****** as a customer and understand that the interruption in her service was very inconvenient, the request for additional credit has been denied.

 

My contact information and availability has been provided to Ms. ****** should she have any further questions or concerns.

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

 

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

4/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My bill went up last month by $10.00 per the customer service rep in a foreign country told me that it was for a sport channel upgrade that I have had for over a year and they missed billing me. I did not order any upgrade. Extra charges for upgraded equipment never received. Today got a bill$11.59 for the same package that I have always have and when speaking to the rep it goes up the amount every year for 4 years asked for what this package contains it is not in writing asked for a new package he said no I am stuck with this package ro4 4 years. I asked for this in writing he said nothing is in writing.

Desired Settlement: detailed information of what I am getting for my money and what I really signed up for 3 years ago to speak to someone who speaks English and in the united states reduction in my bill for Items that I do not have

Business Response:

Upon reviewing Mrs. ******** account she was placed on a promotional rate on 3/9/13 with her video services. The promotion for those services has increase each year. The last increase of those services were on 4/6/16. The statement that is sent out each months describes the services that are on the promotion rate. Mrs. ****** is still on a promotion with the video services. The statement that was sent out that was due on 1/26/16 billing 1-6 thru 2-5 had the explanation of the increases of the modem charge and the surcharges fee on page 6. Time Warner Cable had an increased across the board with these charges. Mrs. ****** can make any changes that she would like on her account regarding her video services and internet services.

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

Complaint: I have my internet service through Earthlink, which, in my city, uses Time Warner Cable's wiring/cables. Although I am technically an Earthlink customer, my bill has to be paid to Time Warner Cable, so Time Warner apparently considers me to be their customer and has "taken the liberty" of flooding me with unwanted advertising via US Mail. On December 26, 2015, I had to contact Time Warner Cable to activate my new modem/router combo that I had received as a Christmas gift. During that phone call, I informed the Time Warner employee that I did not want to receive any advertising from them, and requested that I be immediately removed from their advertising lists. I also informed the employee that I did not want to receive their automated survey phone calls after me contacting them. The female employee assured me that everything would be taken care of and I would not receive any more ads or automated calls. It obviously was never taken care of because almost 4 months later I am still receiving ads with my name on them multiple times per week.

Desired Settlement: Other than sending my bills via US Mail, Time Warner Cable is not to contact me in ANY way without my EXPLICIT permission. Me contacting them CANNOT be construed as permission to contact me, ESPECIALLY not with their automated surveys. I also want an apology for this not being taken care of in December when it was supposed to have been done.

Business Response:

Conciliation Department
Better Business Bureau, Inc.

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

   Case ID:  #********

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


At this time, Ms. ****** has been addressed to our “Do not Mail List”.  In addition, the customer has also been added to the Survey Do Not Call List for a period of 5 years as well.  This process can may take up to seven business days to remove from Ms. ******’s.  During this time, customer may still receive calls while we are processing the request.

Time Warner Cable apologizes to Ms. ****** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable.

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,

*** ******

4/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/29/16 I contact TWC and planned to cancel my services with them. I was being billed $89.99 per month for cable, tv, and internet, as well as $12.99 for DVR services and $8.00 for the internet modem lease. The lady I spoke with offered to waive the $12.99 DVR fee for one year if I did not cancel services. I told her that I would think about it and call back later. I called back later that day and spoke with a gentleman and again wanted to cancel services. He specifically said that he saw in the notes that the previous person I spoke with offered to waive the $12.99 for a year, and asked if I was still interested in that. I said no, and that all I was really needing is standard internet, which their website was offering at $34.99 per month for new customers. I acknowledged that I wasn't a new customer but that was all I'd be willing to pay for internet, as I could get it cheaper somewhere else. He understood and said that he could bundle the standard internet with basic TV services (20 channels) for $39.99 per month. I said that would be fine and authorized him making this change. After making the change I wasn't please with the service. The TV channels now had audio issues where it cut in and out, and there were always error messages with the DTA box. I called TWC again on 3/5 and asked if I could just go back to the plan I had, and still get the $12.99 DVR credit for a year. I initially spoke with Customer Service and they said that this wouldn't be a problem, but needed to transfer me to Customer Retention to make the change. I was transferred and the lady I spoke with said there were no notes on the account about the $12.99 DVR credit, or that the services I downgraded to would be $39.99 per month. Obviously there was a note on the account at some point saying the $12.99 credit was offered, as the second person I spoke to on 2/29 read it to me and again offered it. I asked to speak to a supervisor who also was unable to offer the package that I previously had, was unable to credit the DVR, and could offer no explanation as to why the note about the $12.99 credit had disappeared and why I was told the downgraded services would be $39.99 if it was really $59.99, other than that it must have been someone in another TWC call center that I spoke to, because no one in his call center would do that. I reminded him that TWC operates as one company, so it shouldn't matter what call center I get. He changed the account so that I would have the same services I did before, but now I am being charged a higher rate. I am appalled that after being a customer for many years, they couldn't put me back on the exact same plan and give the $12.99 credit, that employees don't properly document accounts, are not honest with the price that will be charged, and that the only explanation they have for their poor customer service is that it must have been someone in a different call center. In summary, TWC offered me a monthly service rate of $39.99 for TV and internet and I changed my services accordingly. This is not a number I pulled out of thin it - air was offered to me. Since they charged $59.99 instead of the rate they offered, my services should be restored to what they were before, at the same price, as well as the discount that was offered on DVR for one year.

Desired Settlement: TWC needs to place back on the promotion that I had for $89.99 per month and waive the $12.99 DVR fee for a year, as they had originally offered: Time Warner Cable Promotion 89.99 Includes: Starter TV, Standard TV, Variety Pass, EPIX, HD-DVR Set-Top Box, Extreme Internet Upgrade, Standard Internet, Voicemail, Home Phone National, Includes UNLIMITED local and long distance in the US and Canada They are also to add a credit of $20.00, which is the difference of the $39.99 I was quoted vs. the $59.99 that was actually charged when I changed my services.

Business Response:

Conciliation Department
Better Business Bureau, Inc.

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

   Case ID:  ********

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


Mr. ********’s concerns has been investigated.  Ms. ******** was offered twice on 2/29/16 by two difference Retention agents a rate of $107 for cable, internet, and phone service.  However, Mr. ******** declined the offer both times.  After review of the call it appears the second agent of the two informed him he saw he was offer a rate of $107 and he offered that same rate again to Mr. ******** to avoid him from cancelling service. However, Mr. ******** declined the rate and downgraded his services.

At this time, there is not guarantee that rate is still available however, Mr. ******** is more than welcome to contact our Customer Resolution Department to verify what offers he’s eligible for and are available. 

The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable.

Sincerely,

Time Warner Cable


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.

TWC's response does not fully address my complaint.

1. When I downgraded services, I was told the new monthly total was $39.99 per month, yet $59.99 was charged. Since they are so knowledgeable of the conversation, despite the Customer Retention Supervisor telling me that there weren't any notes on the account relating to the discount that they had offered to remain a customer, then they should also have record of the price that the employee told me. Had he said that it would be $59.99 I probably would not have made any changes to my service because losing cable to save that little bit of money would not be worth it. Is it TWC's practice to provide inaccurate information to retain customers?

2. A credit was requested for the difference of $20.00 between the amount that I was told the new services would be vs. what was actually billed. Why wasn't this addressed?

3. Since I feel that I was lied to (given an inaccurate amount for the new monthly total) TWC should not have any issue with putting me back on the previous service plan that I had. I am not calling their Customer Service for this because they will either tell me there is nothing that can be done, or promise to do it and then it won't be done.

4. Why did the two employees in Customer Retention tell me that I was never offered a discount, yet in your response you confirm that I was? Is it TWC's practice to insinuate that their customer's are lying?

5. I requested a call back from the Customer Retention Supervisor's boss, confirmed my phone number, and was told that they would call me on Monday 3/7. I was never called. Again, since you are so privy to the conversations that were had between me and your employee's, you can confirm that I was told I would get a call back. Why wasn't I called?

In summary, I am expecting that I be put back on the same service level for $107.00 and that I am issued a credited for the $20.00 difference between what I was charged and what I was told my charges would be. I find it hard to believe that the person who responds to BBB complaints can't offer a better alternative other than saying "call customer service and see what they can offer". I also expect that each item listed above is addressed.


Regards,

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

4/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: looked into lowering cable bill. Was told that it could only be lowered by going into a promo package. Received bill for the next month that was 2 times higher than the previous amount. Told it was due to an additional service that was billed twice and to "pro rating of service. Talked to a rep and was told that they could not correct the bill because I was enrolled in auto pay. Assured me that the next month's bill would reflect the change. The next months bill was high again. Called, talked to 4 different people. Could not talk to a supervisor because the rep had explained what had happened. For 2 months of service I will be paying 600.00 for cable service. I would like a detailed explanation of why my bills are so high. Frustrated that I can't talk to someone higher up

Desired Settlement: Explain the problem, get the billing correct for my account.

Business Response:

April 5, 2016

              

RE:       ***** * ******

            Complaint # ********

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

On 2/12/16 Ms. ****** spoke with a customer service rep looking to lower her monthly bill. After reviewing the account the rep informed Ms. ****** that he would be able to lower the bill if she were to bundle the service adding phone, saving her roughly $50 a month based off of the newly increased amount. However the rep mistakenly added a secondary internet to the account causing the bill to increase instead of decreasing.

After making a few additional calls to TWC, on 4/4/16 Ms. ****** spoke with a customer solutions rep that removed the phone off of the account and added a new promotion to the 2 services remaining on the account, providing the monthly rate of $156.37 post tax for 12 months. Ms. ****** was informed that the installation fee was waived as promised by the rep and she has received a one-time adjustment for the difference in pricing making her current invoice $118.41. These changes brings the total for 2 months of service to $299.01.

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

 

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

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

Better Business Bureau:

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

Regards,

***** ******

4/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I AM STILL GETTING MAIL FROM TIME WARNER CABLE EVEN AFTER M NOT A CUSTOMER ANYMORE. ITS PROMOTIONAL MAIL. I DONT WANT TORECEIVE ANY MAILING FROM TIME WARNER CABLE. WILL NEVER BE A TIME WARNER CABLE CUSTOMER EVER AGAIN. THANKS JIM

Desired Settlement: I WOULD LIKE MY ADDRESS TAKEN OFF TIME WARNER CABLE MAILING LIST.

Business Response:

Upon receiving this complaint, Mr. ********* complaint was reviewed. Time Warner Cable has re-added all privacies to the Mr. ********* address. The full process may take up to 90 days for all forms of communications to be removed from the address.

 

Regards,

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,

*** *******

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

Complaint: I received a call from **** ********* at ************. He states he's with TWC new construction and inquires about if I'm interested in TWC at my new home which is currently under construction. I told him to send me something so I can look at the services, etc. The next day (3/16/16) I receive an email stating that an appointment has been confirmed and that services I ordered will be installed on 3/30/16. I was very upset about this as I ordered nothing and didn't even look at any of the services/plans that were offered. Not to mention that house is still under construction and will be for a number of weeks yet. I called **** immediately to let him know that I never authorized any service being ordered, etc. I receive another email after that moving the date to 4/8/16. Tonight (3/29/16) I was trying to use the NickJR ap for my daughter and it was locked so I logged into TWC and clicked on the CHAT button to discuss my problem. ***** * notes that my services have been cancelled where I am currently living and that new services have been ordered for my new address (a house that is under construction with no one living in it). This process took 50 minutes to arrive at that conclusion. I have been a TWC customer for 7 plus years and out of the blue a sales rep calls me and cancels my existing service to set up services at a new construction address without my authorization? At no point did I authorize any services to be installed at the new address or cancel my existing service?

Desired Settlement: Someone from TWC needs to make sure that the unauthorized installation gets cancelled immediately and that my existing services be set back to how they were prior to **** ********* took the liberty to make changes to my account.

Business Response:

Time Warner Cable reviewed Mr. ******** account and verified that the service was disconnected in error.  We were able to have a technician visit Mr. ****** home and reconnect the services on 3/31.  We have attempted to contact Mr. ****** to verify that the services are working but we have not received a return call. 

Time Warner Cable apologizes to Mr. ****** for any inconvenience this situation may have caused. 


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,

***** ******

4/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We are in a monthly "package deal" with TWC, which we pay a month ahead of that service. One week into the current month's service package, several TV stations which we paid for in the "starter tv" package have been moved to a higher priced, "standard tv" package. We pay $85.75 for monthly phone, internet, & tv service. To get 3 of the stations which are now "upgraded", we need to pay $17/month more, even though nothing was mentioned of "dropping" said channels in no obligation to the prepayment made by the customer. In all fairness, the customer should be made aware of these changes, & noting a "last month of service before changes", rather than avoiding all customer contracts & deleting stations at-will. I attempted to speak to customer service on this matter, only to be told that the station involved was no longer offered on that "package". If that is the case, who "forms" these packages, if not TWC? And who is to say what services are to be deleted next, & when?!?

Desired Settlement: Reduced monthly billing by $3/month, as 3 omitted channels are 9.25% of TV billing of $29/month, or continue package at same cost, including channels 4, 80, & 385.

Business Response:

Good Afternoon,

 

                     We spoke with Mr. ******* on 3/19/16 and directed him to the Time Warner Cable Residential Services Subscriber Agreement, which can be found on our website under “Terms, Conditions and Policies”.  This document states in Section 13, Paragraph a:  “You authorize us to provide required notices to you regarding channel line-up changes and other changes to our services by providing the relevant information on our website, on your monthly bill, as a bill insert, via email, in a newspaper or by any other communication permitted under applicable law.” Mr. ******* stated that he did not receive communications about this change, and we informed him that he should check legal notices published in the Milwaukee Journal Sentinel and the Green Bay Press Gazette on the 1st and 3rd Wednesday of each month or TWC.com per his bill for any changes to his channel lineup. We also explained to Mr. ******* that and services billed are on a prorated basis and if he were to cancel any service his billing would reflect this change from the date of cancelation and/or the date he returned our equipment to us, whichever comes first.

 

Please let me know if any additional information is needed.

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

Complaint: I stayed on the phone 30 minutes with a representative from Time Warner Cable. She confirmed the services that I would receive after questioning her over and over. I asked for confirmation and she assured me that I would receive 1 DVR and 2 boxes.phone service and internet with Wifi. When the service came he had to drive a hole in my wall claiming he couldn't connect. First problem started with the drilled hole and what he was going to do with it. He called his supervisor and was instructed to make cord reach. Then installer stated I was to get one DVR and 2 adapters. Adapters and not TV control boxes as the employee had promised. Talked to supervisor John who said he couldn't make any concessions or give me a box for half price. Told me to pay the price or have everything uninstall. I thought this to be rude since the installer had been out to my house already for four hours. No apology, no discount and didn't care if I was dissatisfied. Time Warner has very bad customer and fraudulent tactics. I told him that I was going to put my complaint to Better Business Bureau and he didn't care about that either. Buyer Be aware! Mary ******

Desired Settlement: I want them to monthly discount the original boxes I was suppose to get or get me x amount of months to make up for the trickery performed by their employee. Probably it has been done to other customers. But to drill a hole and tell someone to uninstall something after they unhooked all previous TV equipment is like telling you where to go.

Consumer Response:

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

10:59 AM (24 minutes ago)
tome
I just want to make a correction on my complaint.  All this happened yesterday 3-15-16 and not on 3-14-16.

Business Response: Time Warner Cable has spoken with Mrs. ****** regarding her issues with her pricing. She will be receiving a $20.00 a month credit for the next year on her account. The hole that was drilled in the home was an outlet placed so she was able to get services . Time Warner Cable would like to apologized to Mrs. ****** considering this issue.

3/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Promotion that was agreed upon wasn't honored. Service packages were removed without our knowledge, called and complained and was told the supervisor was going to contact us...never did. March 12th 2016 we called again to complain about how the price kept going up month to month, package options were removed without us knowing, was told again that the supervisor would contact us...today is March 16 2016 nobody has contacted us still. We went into Time Warner Cable store at the mall on Monday March 14th 2016 as well to complain and everyone keeps telling us that a supervisor will contact us! Very frustrating as a customer of many years...not sure as to how they can just change our plan without talking to us. The bill went from $157.00 roughly (which we were originally told it would be around $151.00) and the bill went up to $400.00+ monthly...not sure how this problem can be solved at this point.

Desired Settlement: To have a consistent billing price-for the promotion time.

Business Response:

Good Morning,

We determined that Mr. ******* International calling plan was removed causing him to be charged for international calling. The plan was placed back on the account on 3/13/16 and all international calling charges have been removed from the account. In addition to this Mr. ***** did experience an increase in his billing due to a promotion ending and our 2016 price adjustments. We contacted Mr. ***** and explained this to him in addition we placed a new promotional on his account giving him a rate of $150.17 before taxes, fees, and surcharges valid through February 4, 2017. The customer agreed to this price for the time being however he may look into changing providers in the future.

Please let me know if any additional information is needed.

3/28/2016 Problems with Product/Service | Complaint Details Unavailable
3/22/2016 Problems with Product/Service | Complaint Details Unavailable
3/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ****** ****. I have been a customer with Time Warner Cable since 2004. Over the years I have had my share of complaints and issues with services but until recently there was no other cable/internet provider option. On January 1, 2016 I moved from West Allis to Waukesha. On December 14, 2015 I contacted Time Warner and spoke to "Kev" to arrange cancellation of my service at my old address and start services at my new address. After a long conversation Kev sold me on the following package: HDTV/DVR + Home Phone + Highest Speed Internet + Intelligence Home Security System + HBO (w/ mobile app) + Showtime + Starz OR Epix. Kev indicated my monthly bill would be $205.36 (after tax) + one time $99.00 home intelligence fee + $150 installation that must be billed over the first 3 months. In return I would receive a $200 Visa Card AFTER having the service for 3 months. On January 2nd **** from Time Warner was at my home for over six hours working on the installation. **** had an issue with the "take over" of the existing home security system so he indicated I needed to pay another $19.99 that would be added to the $150. I agreed to this charge. I paid the $99.99 and have documentation from Time Warner that it was paid on 12/16. When doing the math on the remaining above expenses it should come out as follows: January $205.36 (normal bill) + $56.67 (for $150 + $19.99 installation divided over first 3 months) = $262.02 February $205.36 (normal bill) + $56.67 (for $150 + $19.99 installation divided over first 3 months) = $262.02 March $205.36 (normal bill) + $56.67 (for $150 + $19.99 installation divided over first 3 months) = $262.02 The total over the first 3 months should be $786.06. As of the writing of this complaint, here is what the actual amounts that have been charged to my credit card: January $240.14 February $332.19 March $279.42 TOTAL $851.75 (This is $65.69 more than I am supposed to have been paid) On Thursday 02/04 I called Time Warner and was literally on the telephone for over 1-1/2 hours being bounced back and forth from billing to "Intelligence Home." Finally **** #******* and I were able to come to agreement that I paid $240.14 in January. **** said I should pay the $332.19 in February. **** told me my bill in March would be $213.73 to total the $786.06 I owed over the first 3 months for cable internet services + installation fees. I asked for a good will credit for my time so **** authorized a $39.99 good will credit. He assured me my March bill will not be $173.74 ($213.73 - $39.99 good will credit). On March 3rd I received my March bill. While there was a good will credit of $39.99 on the bill my credit card was charged $279.42 when **** and I cleared agreed that $173.74 was supposed to be the charge for March after the good will credit. Where the EXTREMELY POOR customer service issue comes into play is I called Time Warner and was on for 2-1/2 hours trying to resolve this issue to NO SATISFACTION. During the 2-1/2 hours I started with Pam in billing. She could not help me and connected me to ****** (#*******) in "Intelligence Home." ****** assured me that my monthly bill going forward for the exact same services I signed up with Kev on 12/14 would now some how be $192.93 (after tax) which was great because it was lower than what Kev committed to me. However, ****** could not help me with resolving the current billing issues so she transferred me back to billing. This is where I spoke to "Shaw." Shaw's explanation is that my issue is not billing that it is "Intelligence Home." Shaw told me that he saw issues with my intelligence home billing and was highlighting them because he thought there should be at least a $70 credit but he cannot deal with "Intelligence Home" issues. Even though ****** from "Intelligence Home" transferred me to billing Shaw from billing transferred me back to Intelligence Home. This is where I now spoke to Glen (#*******). Glen from "Intelligence Home" said he could not do anything for a credit because he does not see anything to credit even though Shaw supposedly highlighted billing issues. This is were I asked to speak to a supervisor. Bob (supervisor) came onto the phone after literally a 20 minute on hold wait. After a LONG conversation with Bob, he agreed that my monthly bill going forward should be $192.93. Bob communicated that he would be issuing credits that would cause my April bill to be only $56.04. However, Bob said HBO is not part of my package and he must connect me back to somebody that can make sure I have the best package. Even though I insisted that HBO was "sold" to me by Kev on 12/14 as part of the package I agreed to the transfer. This is where I spoke to caller #6... *****! ***** informs me that in order for me to have HBO I must pay an additional $9.99 per month. I told ***** that this was totally unacceptable because they have a recording of my call from Kev back on 12/14/15 and he assured me that HBO was included with my rate. ***** indicated that she need to call me back because she needed time to pull the tapes. *****'s hours are 9P to 5A EST. We agreed and confirmed on 2-3 occasions that ***** would call me back on Saturday 03/05 at 4:30A CST (5:30A EST) to resolve this issue. As of the writing of this complaint at almost 6A CST on a Saturday morning I have no call back from Time Warner Cable and absolutely NO RESOLUTION to my issues. As you can see, I spoke with 6 different representatives on Thurs 03/03. With the exception of Bob, I had to provide the same name, address, account number information to 5 different callers and take the time to walk through the long winded explanation of poor customer service and billing issues with each of them. In all cases Time Warner Cable asked me what I was supposed to be paying when they are the provider of my service and should be telling me what I need to be paying. I have a real issue right now that I am on auto pay so my credit card is being over charged for Time Warner Services as you read in the math above. I have absolutely no control because Bob and ****** are promising me a monthly rate of $192.93 going forward and Bob (supervisor) said my April bill would be $53.04. I have ABSOLUTELY no confidence in these false commitments because Time Warner has not followed through on any of their prior commitments. I am desperate and need help because I cannot continue to spend 2-1/2 hours on the phone trying to resolve what should be simple issue all to have this poor customer service oriented company assure me that the will call back and the NOT CALL BACK! This is totally unfair that Time Warner Cable is able to take advantage of consumer because they know most consumers are trapped. While I have other cable/internet provider options they know that this is a major hassle for most consumers and it is just often times too involved to make the change. The extremely poor customer service and over charging (billing issues) should not be tolerated or acceptable to any consumer.

Desired Settlement: My desired outcome is a billing adjustment. Starting in May, my bill should be $192.93 after tax as communicated by ****** #******* who assured me that this would include the SAME services that I was sold when talking to Kev in December 2015. In addition, my April bill should only be $53.04 as communicated by *** (Supervisor) with direct line 716-270-4848. This is to issue me credits for over billing that occurred during January to March. Lastly, I want an additional good will credit for my time. I spent 1-1/2 hours dealing with poor customer service on the telephone on Thur 02/04, 2-1/2 hours on Thur 03/03, and I have been up since 4:30A on Saturday 03/05 waiting for a call that I was promised and never received from Time Warner to address this issue. I want two (2) months of free service for my time and the aggravation and hassle.

Business Response: We were unsuccessful in reaching Mr. **** about his complaint. The account currently shows a monthly rate of $178.97 before taxes, fees, and surcharges. This amount does include HBO. When his package was changed to reflect the current monthly rate the services were re-bundled and HBO was not included into that bundle. HBO is on the account at the regular monthly of $16.99. If Mr. **** would like it removed he can do so by contacting Customer Care at 1-800-617-4311. If HBO is removed the rate will be lowered to $161.98 before taxes, Fees and surcharges. The account also shows an adjustment amount of $139.89 that will be removed from the total of next month’s bill. The next payment for current services will be $53.04.

3/21/2016 Problems with Product/Service
3/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally signed up with TWC in late December of 2014/early January of 2015. At that time i was given a package deal and told to call back in December of 2015 to work out a new deal otherwise my rates would increase. As instructed by the representative who signed me up, I called TWC in early December of 2015 and when i spoke with a service representative I was told my bill was in fact not going up and that it would remain the same until December of 2016. To my surprise, I received my bill for January/February in early January of 2016 and it indeed increased by approximately 25%. Upon calling TWC to figure out why this happened, I was told that the the representative I spoke to in December must have been "confused" and they would not honor what he had promised me. Instead they shaved a few dollars off my bill and told me that was the best they could do. Failing to keep promises made by employees is unacceptable and simply amount to fraud. To say otherwise would be nothing more than another lie.

Desired Settlement: I wish for TWC to honor my original agreement that was confirmed by their representative in December of 2015.

Business Response: On 1/24/15 Mr. *********** promotional offer expired and a companywide rate increase on some charges outside of Mr. *********** promotional rate was also implemented recently. These circumstances caused Mr. *********** monthly rate to increase from $124.68 to $146.85 per month after taxes and fees. Our records indicate that Mr. *********** account was not accessed by a TWC representative in December 2015 and there are no notes of an offer being made at that time. We have provided Mr. ********* with all available promotional offers available for his account at this time.

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.

Undisputed is the fact that my "promotion period" was coming to an end in December of 2015. As noted earlier, I knew about this and hence the reason for my contact with the company in December of 2015. Contact was made in order to re-negotiate my contract as I knew a price increase would otherwise be on the horizon.

The complete lack of taking any sort of responsibility by the company at this point is beyond disappointing. While not outright denying any conversations took place, their failure to have any documentation of my contact with company in December of 2015 is product of their own doing that has a completely self-serving interest. The same employee that gave me the wrong information and assured me my monthly bill would not go up, apparently also failed to document the contact. This now raises the question of whether that employee was making an honest mistake in his complete misrepresentation of my bill or if he indeed knew the truth and instead outright lied to me in order to avoid re-negotiation or possibly cancellation of my services with the company. 

Futhermore, I find it rather telling when privately, a customer service representative apologizes to me over the phone for the acts/misstatements of a fellow employee, but publicly the company gives a response that lacks any sort of acceptable of fault for this issue. Time Warner Cable has a general perception of having sub-par customer service and this only further proves that generalization to be a reality.

Regards,

Gerad *********

Business Response: We apologize for any inconvenience. We have provided Mr. ********* with all available promotional offers available for his account at this time. Time Warner Cable considers this matter to be resolved.

Consumer Response:

Better Business Bureau:

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

When a seller tells a buyer, "this will be your price" and then sends a bill for higher amount, that seller is obligated to honor the representation previously made. The only exceptions would be in the event the misrepresented amount would put the seller at an undue hardship or if the misrepresentation is such that a reasonable buyer would not deem it to be plausible. These exceptions do not apply in the case at hand. Time Warner is satisfied with charging me a higher amount than I was told in December of 2015 and have made zero efforts to actually rectify any of their wrongdoings. Offering me available promotions are the same course of business any new or existing customer would expect to receive - this does not equate to rectifying the situation.

Regards,

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

3/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have gone round and round with time Warner Cable and have spent way to many man hours on phone and Internet with this company. I requested my services cable and phone to be cancelled as of 11/29/2015. Which to my knowledge was never done. I was only using the Internet services as that's the only service I wanted. Come January my Internet service was shut off due to non payment. I called and asked why due to the fact I was given a 120 dollar credit when I called originally to cancel. So with that being said I should have had at least 2 months worth of services covered with that credit. Come to find out my services were never cancelled when I originally asked. So I was being billed for all three when I only wanted internet. I was told there was nothing that could be done and I just have to pay for services that I never used. I'm not paying for something I never used. Especially when I was told from multiple reps that my service was cancelled and that the credit was on my account. I refuse to pay for cable and phone but do not have a problem paying for the Internet I used back dating to 11/29/15.

Desired Settlement: I would like my Internet service restored and I would like the billing adjusted accordingly back to 11/29/2015.

Business Response: Mrs. ********** called into Time Warner Cable on 11/29/15 she was speaking to an agent,while the agent was placing the downgrade the services, Mrs. ********** stated she had another call on the line she never came back on to the line. Time Warner Cable can not process the order until it is confirmed. The agent did tell the customer that she needs to returned the cable equipment to the local store. The equipment was returned to the local store on 1/22/16. She spoke to the previous agent that issued a credit of $105.80 which left a balance of $140.79 as of 11/29/15.

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. 

If my balance stayed at 140 and some odd change it wouldn't have been a problem because those charges could be justified but now my balance is reflecting 300 plus dollars.  I do still have the modem in hopes this issue can be resolved.  I continued to be billed for cable and phone when my point was made clear numerous times with chat reps as well as phone reps.  My services were to be cancelled to my understanding from speaking to the rep.  I would very much so like to be able to continue to use time warner cables Internet service however no one is willing to hear me or recognize the fact that I was given false information numerous times from numerous reps and now my service address is locked and my balance reflects 300+ $$$$. I'm willing to settle on a amount so this can be fixed and I can continue to use Internet.  Thank you


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

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

Business Response:

The only way this account will be settled is payment in full.

3/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Every year I call the retention Dept. to see what promotions are available & to get my new monthly rate for the next 12 months. On 1/16/16 I spoke w/**** in Milwaukee, WI. He said my new rate until 1/16/17 would be a total of $116.91 for all of the services I have had and that nothing would change. My new bill came and it was not what **** told me- the new rate was $130.94. I called on 2/17/16 and spoke w/**** in Cincinnati. OH & Aaron in WI. I was told "that a bunch of bundled discounts expired that **** in Milwaukee must not have seen & that they don't know how or why he quoted $116.91. Bottom line they refused to honor what **** had said. They said a supervisor would call me on my cell by the end of the day. That never happened. On 2/18/16 I called & spoke w/****** in GA & her supervisor, ****** (also in GA). They said the best they could do would be a base rate of $111.71 and a total monthly rate of $122.57 after taxes stating that everything we have had the previous 12 months would remain the same. The next day our access to Starz was removed. I called today,2/28/16 & spoke w/**** a supervisor in Columbia, SC. He said that he couldn't see in ******'s note what was included in her base quote of $111.71 and was guessing that Starz wasn't included/ He said he would call me back within 24 hours. Bottom line-Time warner Cable makes it extremely difficult to do business with. I have spent hours on the phone dealing with them never getting the same story twice, not honoring their words and constantly trying to renegotiate. It is tremendously time consuming and mentally draining. They should honor what their representatives quote their customers.

Desired Settlement: I would like for them to honor what their representatives have quoted me w/o further hassle.

Business Response:

March 1, 2016

              

RE:       **** *******

            Complaint # ********

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

Per Mr. ********* complaint he was informed on 1/16/16 that his monthly rate would increase roughly $3 making it $116.91 for the next 12 months. The rep failed to review Mr. ********* account accurately making sure that if there were multiple promotions on his account, as there were, to provide a rate that would reflect what the account would go to once they expired. No doubt when possible, TWC will try to honor what is conveyed to a customer, but unfortunately, at this time TWC did not have any promotions available that will allow us to do such in this case. The rep that Mr. ******* spoke with on 2/18/16 promised a monthly rate of $122.57 but failed to indicate that she was only able to provide that rate by removing his Starz premium package.

On 2/29/16 we were able to come close to honoring the second rate and still include the Starz package. Mr. ******* was informed that the Starz channels were added back to his account on 2/29/16 at the monthly rate of $120.35 post tax. We did go over his current package and promotions and Mr. ******* is aware that he has a specific promotion that will expire on 3/16/16 and on 9/16/16.

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

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

3/11/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for service with Time Warner Cable in August of 2015. Since then I have had multiple technicians out to my apartment for interrupted service. My home phone, internet , and cable television would go out for hours at a time. Two technicians referenced the fact that the cable service running to the brand new apartment s was not installed correctly. As of today, I am still having trouble. My cable television went out for 20 minutes yesterday and has been for an hour now. I contacted Time Warner outsourced call center and the woman who was "troubleshooting" my cable box actually shut it completely off. Now they want me to wait until Tuesday to bring yet another technician out

Desired Settlement: I want another FULL month of credit until Time Warner PROPERLY fixes ALL THREE SERVICES. I understand a blip here or there, however, there is NO weather going on and I have not had proper service

Business Response:

Spoke with Ms. ******** concerning her service issues and credit she was seeking. We explained credits are based on the time our customer calls until our technician addresses the concerns. Credits have been placed on the account each time sub has contacted us with issues. She states she is still having sporadic cable issues, but signal levels on her equipment appear good.  Her equipment shows no flaps in service since last tech was at her residence. We did set up a service call to verify all service issues are rectified.  

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.]
These issues have been going on far too long with too many unexplained outages. Two technicians referenced exterior issues as the reason for our issues. Our cable went out again 7/23 6:25pm-6:35 pm and 7;10-7:15. In addition we have several recorded shows that are pixilated and frozen in spots)
Regards,

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

Business Response:

Our customer has a service call set up 03/02/16, this date was scheduled based on her availability. We did replace a drop and repaired some wiring as a precautionary measure.  We have gone out and serviced her account each time she has stated she has had service issues and our customer has been credited each time. Pulling up her equipment shows no signal level issues.

 

3/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted Time Warner Cable to accept disconnection of my service and discuss final billing details. I requested the agent look at my bill and verify the service, "TV en Espanol" billed to me at $4.95 per month. I stated I did not request this service an would like the charges removed from my bill backdated to the first date the charges were incurred. They admitted that there have been 24 monthly bills that incurred this erroneous charge (since February, 2014). The agent went on to state that the charges cannot be credited since the account is closed (yet there is still an open balance of $272.20). The agent also stated that since we did not call to dispute this erroneous charge sooner, there is also nothing he could do.

Desired Settlement: I refuse to pay for the service that I did not order. I would like my final bill reduced to reflect the credit of $4.95 plus taxes for the 24 months that I incurred these charges (approximately $124.86). I would also like there to be some reflection of this poor business practice in Time Warner Cable's BBB record.

Business Response: Spoke with Mr. ****** and explained the Nuestra Channel was coded as an Impulse buy, meaning it was purchased via the remote. This purchase was made 02/21/14 at 17:54 PM. This account has since been disconnected. There is a remaining balance on the account in the amount of $396.30.

Consumer Response:

Better Business Bureau:

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

I did speak with a representative from the "Office of the President" from Time Warner Cable.  She explained the elected purchase.  My response is that this is not possible as there is a code on the cable box that needs to be entered to approve purchases.  This was not done by any person in this household and that I do not accept her explanation of these charges.  I requested evidence of the elected purchase and was told this will need to be subpoenaed.  I was also told that a copy of our phone conversation would need to be subpoenaed.  I am still wishing to dispute these charges.

I will need documentation of the final bill at $396.30 and how these charges were incurred.  Upon speaking to Billing and Customer Service on 2/18/2016, both parties had confirmed my final bill was $272.20.  I was told that this includes all charges up to my service disconnection that occurred the week of 2/1/2016.


Regards,

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

Business Response:

We have advised customer that this purchase was made via the remote from in the home. The charges have appeared on each billing statement since the order date of 02/21/14. These charges are valid, and we have informed the customer he is responsible.

3/8/2016 Problems with Product/Service
3/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Every representative I speak with tells me something totally different from the previous representative. My bill increased and I complained about the price..was told a representative would give a callback that never occured.. Was promised there was a better and cheaper plan for me that was never offered.instead of trying to find a solution.. They are more concerned about getting their money and hoping they get a good review on any surveys.. I'm tired of being lied to over and over by this company

Desired Settlement: A better plan and adjustment to my bill

Business Response:

Time Warner Cable reviewed Mr. ******* account and verified that he was notified on page 4 of the billing statement dated 1/26/16 of ‘New Monthly Prices Effective On Your Next Billing Statement’, which reflected price changes for some TWC cable services and equipment.  He was also notified on the billing statement dated 12/26/15 that the current promotion was ending.  The promotions generally last for a 12 month period.  At the end of the 12 month period customers are subject to the prevailing pricing at that time.  Mr. ***** is welcome to contact us to discuss current available promotions.

We reviewed the account notes and verified that Mr. ***** arranged for a callback regarding promotions while chatting online.  We made 3 attempts and received no answer at the number given. 

We also reviewed the call details on Mr. *****’s account and verified the agent explained to him that as a result of his account being interrupted there was not a promotion she could offer. 

Time Warner Cable apologizes to Mr. ***** for any inconvenience this situation may have caused.


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

Complaint: I am filing a complaint for my mother, *******, at the given address. She is 80 years old, and lives alone. We have tried to be patient with Time Warner Cable. I don't even know the number of times we have had to call about service issues, or exactly how many repair visits we have had. Tonight on the phone, the 2nd representative I spoke with (the first could barely speak English) acknowledged that there have been way too many problems, and service calls on the account. The problem is she has phone service with TWC. We finally went and got her a cell phone and had to teach her how to use it, as her home phone service keeps not working. TWC has listed how many times we have had to call, and how many times they have had to come to her house, and still the phone works only on occasion. In the last couple of weeks, ******* has written down every time she picks up the phone and it doesn't work. That is only when she picks it up and it doesn't work. She isn't aware many times until someone finally calls one of her children to say they can't get through. This is totally un-acceptable for a hard wired phone for an older person living alone. Sometimes things break, and for the first year we were tolerating these service outages. But as time has gone on, they are more frequent, longer, and no matter how many service people come to the house, it just keeps happening. As of today, she has never gotten any credit on her account, even though there have been 2 and 3 day gaps before they could get a service tech there to get her phone working again. And for her, not knowing if her phone will work if she has an emergency, and can't get ahold of anyone scares her terribly. No elderly person should have to live with that fear. And our family is not fond of the number of scares we have had when we can't reach her on the home phone, or her cell. And now we have found that Dr's office has called and left messages with TWC voice mail, but we have never been notified that there were messages, or have any idea how to get them. Again, this would be frustrating for any person, but for an older person who lives alone, it's just too much.

Desired Settlement: Either get the phone service working at all times, or get her hooked up with another phone carrier and a credit for the down times, and for the costs of switching to someone who she can count on having their phone service working. Again, an 80 year old person shouldn't have to constantly worry that if something happens, she won't be able to get any help.

Business Response:

Time Warner Cable reviewed Ms. ****** account and escalated it to our Technical Operations Department.  It was determined that it is necessary to rewire the address.  Arrangements have been made with The ***** to run new wires contingent upon them removing specified portions of their basement ceiling.  The scheduled date for the project is to be determined by the subscriber.  The area supervisor and his lead are working with the customer to make sure all issues are resolved. 

Time Warner Cable apologizes to Ms. **** for any inconvenience this situation may have 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. 

The company has become very active in checking with Mother as to whether she continues to have phone service with the temporary set-up. The thing we still don't understand is why did it take 2 years for anyone to even suggest, or test to see if there was a possible problem with wiring? The technician that we are working with went through the house, and determined that not only were there possible wiring problems, but also that the way the cable network run in the house was questionable - that was all done by their own tech's over time. I am in the process of opening access for the tech's to repair what they think will take care of the problem. I just hope that after tearing out the finished ceiling in places, the work that gets done will take care of 2 years of frustration and terrible service. We will see in the next week or so.

Regards,

****** ****


2/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not provide service that was contracted for.They are trying to hold me responsible for someone elses bill that was not occured at the residence. I offered to pay the portion of the bill that was occured during my roomates stay here and was never provided the opportunity to pay nor was it good enough to resolve the situation even though she has moved out.They are trying to make me pay both bills to get service at my house even though only one bill occured here. I am being denied service because of someone elses bill. I have prepaid for services they provided service for 10 days and cancelled my service even though my name is clear for service.Told me i could have service if i moved from the house but my current house is being blocked for service because of someone else.My former roomate has tried to contact them to resolve the issue and they have not returned any phone calls to her to resolve this issue. They are refusing to cooperate in the matter at all. They sent me a past due notice for a bill that was not due until 3 weeks later and are trying to bill for equipment that i was never even given the opportunity to return. They would rather lose a customer and several other potential customers than resolve an issue that has really nothing to do with me.i have reached out several times to them but they are holding me responsible for chasing her down to get their money and losing me as a customer. Its not right for me to have to chase my former roomate down for their money and to have my service affected because of it.

Desired Settlement: Full refund due to breach of contract. rodger from risk management to be repremanded for misconduct and poor customer service. A formal appology for inconvenience and poor service.

Business Response:

Time Warner Cable reviewed Mr. ******* account and verified that due to the roommate policy the account has been placed with Risk Management.  As Mr. ***** stated an agent has been assigned to his case and can be reached at 1-866-967-7408.  Time Warner Cable apologizes to Mr. ***** for the inconvenience this situation may have caused. 


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.] Time warner cable has refused perfusely to work with myself or the former roomate and concludes i need to keep tracker her and hounding her when she no long resides with me and after her own efforts previous they have exercised extremely disrespectful attitude including trying to cut the conversation short without resolve 

Regards,

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

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.]    They just keep repeating the same message not trying to solve a thing this is the same lack of cooperation that bought the complaint in the first place the number that they keep giving is the number for a noncooperating person who works for a worthless company i have received the same message from you and its all lies they are not trying to fix or work with or cooperate with anything 

Regards,

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

Business Response:

We are very sorry if Mr. ***** is not in agreement with us, but the account has been placed with Risk Management. The case manager assigned to his case can be reached at 1-866-967-7408. No further investigation will be done.


2/27/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered $14.99 internet Nov 2015. Never got a connection to the internet until Feb05, 2016. TWC refunded first month’s charge and had sent me to their store to swap original modem for new. New modem didn't give me a connection either, tried on 2 computers, gave exact same "network cable unplugged" error. TWC added wireless to my account Jan22 to see if that could get me connected and it did but still couldn't get a wired connection. Finally after much troubleshooting on the second modem with under-trained tech reps saying completely contrasting things, one rep ran a test and determined that the modem "never registered the router or PC" and after further research i was instructed to reset the new modem via a pinhole. Thus computer finally got an internet connection for the first time on Feb05 2016. Refund was requested for all prior internet charges including wireless which was only used 2wks - TWC turned it off Feb05. The rep said they would be crediting my upcoming bill but informed me that as of Feb05 they will start charging $10/month for leasing the new modem –something which they never mentioned when they sent me to get it or I wouldn't have agreed because I never believed there was anything wrong with it in the first place. Modem was simply locked on to a MAC address. TWC just wanted to up-sell me (the first thing they told me to do way back when i first complained was to exchange the modem- rather than do much troubleshooting to see if it was something else) and the second modem gave me the exact same "network cable unplugged" error as the first modem. It took a dozen tech reps over 2 month period until one finally ran a test and figured out the problem and it wasn't the original modem. TWC now insists, without previous warning on charging an additional $10 monthly fee starting Feb05 to use the new modem. It is an upselling scam and if TWC doesn’t revoke the fee I will cancel their internet service.

Desired Settlement: Refund of internet charges prior to Feb 05,2016 and revocation of new modem's $10/month leasing fee from any future bills. I was told upon signing up for internet Nov 2015 that my internet charge would be $14.99/mo and that is what I agreed to pay. TWC was not charging $10 fee with the original modem.

Business Response:

We have reviewed Ms. ********** account and our findings show the modem rental was increased from $8.00 to $10.00 per month.  The notice for the modem rental fee increase was on page 6 of 6 on her statement with the due date January 27, 2016.  We do have options for customers to provide a customer owned modem.  Information can be found at http://www.timewarnercable.com/en/support/faqs/faqs-internet/modem-info/can-i-purchase-my-own-internet-modem.html

As to the concerns with credit for service issues.  We verified that adjustments totaling $17.94 were placed on the active account on 2/5/2016.

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

2/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After a billing error resulted in my service being disconnected, and me subsequently opting to use my own modem, after which my service was reconnected "At the pole", my connection regularly drops whenever my service is under a load (I.E. Online Gaming or Streaming). The outage lasts for a few minutes, and happens every 10-15 minutes. This makes it impossible to play any online games, and regularly streams will stop for a few minutes. Doing both of these things is impossible, as the connection will drop and come back for maybe 1 minute. I had my modem replaced, as I thought that could be the issue. The issue was the same with the new modem as well as the modem TWC tried when they came out, one of 3 times, to work on the issue. Each time they worked on it, the techs told me the same thing, that they couldn't do anything here, and they'd have to work on it outside, as the problem was not in my home. For over 2 months now I have been dealing with this, with zero attempt by TWC to contact me without me first prompting them to. After the second visit, the tech said he would elevate the issue to a senior technician. I heard nothing for 2 weeks, until I called them and made an appointment and the "Senior" technician came out, and verified that the issue was not with my equipment or in my home, and that he would also employ a "Level 3 Tech" to work on it. That was 10 days ago, and I have had no contact since. Any time i contact TWC, they reiterate things I've already heard. I am convinced they have no intention of actually fixing an issue, and refuse to credit me any money for service I can only do one out of the four things I need it for. Also, I school online, and if I am disconnected during a test or quiz, the professor can reset the quiz, but only once a semester, so this could impact my education as well.

Desired Settlement: I want my service fixed so I can actually use it properly, and I want a bill credit for the last 2 months, even though the issue has gone on longer than that. They need to look into the service record for my account and find when the technician disconnected the service when the issue began, and fix whatever he/she did. I want them to regularly update me on the progress. Either way, they need to prioritize this issue, because their callous disregard for me so far is bordering on abusive.

Business Response:

We have reviewed ********** *********** active account.  A Time Warner Cable Technician was requested and sent on January 20, 2016 to troubleshoot reported Data service issues.  The Technician findings were that the customer owned equipment was causing the issue.  Our subscriber reports continued service issues after the technician home visit so we have forwarded the information to our Tier 3 Technical Team for review.  If to date the issue persist we respectfully request the subscriber to call our toll free number (1-800-892-4357) to schedule a work order.

Time Warner Cable apologizes to ********** ********* 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.

My equipment was INCORRECTLY identified as the issue, and the senior tech that came out (The last visit in home I got from them) outright stated that the issue was in their infrastructure and not in my home. This technician's name was Terrence. It was determined my equipment was NOT causing the issue long before that, when I replaced the modem, and the issue persisted. 

Yes, they have elevated this to a Tier 3 Specialist but I have heard NOTHING and after over 2 weeks, no contact or resolution has been made on their end. I am paying full price for 30% functional service while I simply wait on my hands for them to get around to bothering to do anything about it.

I am a student and primarily school online, and if I lose my connection during an exam, my professors can reset a test, but they can only do this ONCE per semester. This unstable, unreliable connection puts my education in jeopardy to some extent, and I am still paying them in full each month for this service.

I demand they contact me and expedite this repair. The lack of contact or meaningful progress on my problem is completely unacceptable.

Regards,

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

 

Business Response: On 2/16/2016 we reached out to the local Tech Ops Leadership Team.  We have requested they contact you directly to further troubleshoot the service issue.

2/25/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: about the middle of january I scheduled a cable, phone, internet package to be installed at my home on 2/6/16 between 2 and 3 p.m. On 2/5/16 i received a call from TWC confirming my appointment and at that time paid 187.09 over the phone to cover my installation and first month package. On 2/6/16 at 3 p.m. noone had shown up from TWC so i called them. The rep i talked to put me on hold came back and told that the guy was running late and would call me in about 10 minutes but he was on his way. I never got any phone call from anyone and at 4:30 p.m. noone ever showed so I called back. This rep put me on hold an extremely long time then came back and apologized to me and told me that noone was coming today there was some kind of mistake on the work order. I could reschedule the work to be done, so I asked about the following monday and they could not do that then I asked about the following week as I'm trying to schedule this on my days off. They did not have an opening . It was then that I asked for her supervisor. When he came to the phone I explained the situation to him and he apologized and I asked him to cancel my order I was done doing business with them. I inquired about the money I had already paid and he said I would get a refund in about a week. I have received no refund and it has been two weeks.

Desired Settlement: I would like to have my 187.09 refunded to me since they really dropped the ball on the installation

Business Response:

February 18, 2016

              

RE:      ****** *******

            Complaint # ********

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

On 2/6/16, after not being able to have her installation completed as scheduled, Ms. ******* contacted TWC customer service and requested to cancel the pending order instead of rescheduling it. The rep she spoke with honored her request and canceled the order. Ms. ******* then inquired about the money she prepaid and the rep informed her that she will receive a refund in about a week. Because the service was never established at Ms. *******’s home it did not create an automatic refund. The rep was required to enter a ticket for a manual refund but failed to do so. As of today, 2/18/16, the refund has now been processed and Ms. ******* should expect to receive it back on the card in which she used to make the payment within 3-5 business days.

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

 

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

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

Better Business Bureau:

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

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

2/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In August 2015 TWC showed up at the wrong address to connect my internet service and they called and I gave them my real address. The technician assumed me that the address would be corrected immediately . December 24 2015 TWC called and I found out that they still have the wrong address and our New mailman was delivering the bill to the address that TWC never fixed from August which was never my address. So I had not received an invoice since October 2015. I was told that it would be corrected and I would get a bill. I also gave TWC my email address for follow up which never happened. January 2, 2016 I called TWC again as I am still not getting bills. TWC guy told me that he put in a ticket with reference #******. But the collection call continued and still no bills were mailed. With no bill and TWC sending it all to the wrong address how am I to pay? So January 28, 2016 I contacted TWC AGAIN and they had "no recmore rd of the previous ticket or anything" which is what they always say! Now I am getting charged collection fees and have collection calling me. All I want is to pay my bill so please send me a bill!!!

Desired Settlement: A bill, with no extra fees due to twc's errors from the beginning and correct report to credit bureau with proof to me

Business Response: We do apologize for the inconvenience. Ms. ********** account address was corrected on 1/28/16. Credits were applied for the two late fees that were charged during this issue. On 1/30/16 a billing statement was sent to the correct address. Ms. ********** account balance is currently $50.87. No billing information was reported to the credit bureau. Time Warner Cable considers this matter to be resolved.

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 bill came today and it is wrong!  I am being over charged however I can not tell what the charges are for as I never relieved the previous edit bills.  I tried to look online but all the previous bills are gone.  I was paying $14.99 a month and now I'm being charged more!!! 

Business Response:

Ms. ******** subscribes to our internet service at $14.99 per month and rents a Time Warner Cable modem at $10.00 per month. The modem rental charge recently increased from $8 per month. Previously, the monthly rate with tax included was $24.14 and is now $26.24 per month. Time Warner Cable considers this matter to be 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,

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

2/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My previous promotion (TV, sports pass, HBO, showtime, starz, cinemax, and ultimate internet) I was enrolled in ended at the end of December 2015. I called beginning of January to cancel TV service because I was going to switch back to DirecTV due to a great returning customer offer. When I spoke to the retention department, they were able to find me a new package that would only raise my bill $8/month, and all I would lose was starz and cinemax. That was acceptable since we didn't watch those channels much and it included a $150 visa gift card. Well after I received my first bill, I discovered no changes were made. I had to call again and a supervisor had to review my previous call because the promotion package I was quoted ended and was never applied. I got a follow up call a day later to inform me everything was taken care of. Now I check my bill again and its still wrong. It's $10 higher than it should be, and they downgraded my internet from Ultimate to Extreme, without speaking to me about the change. The "supervisor" I spoke to kept telling me the difference in internet packages was minimal, even though it's the difference of 20 mb/s. To me, that's pretty substantial. Not to mention, he really didnt acknowledging that changes were made to my account without my approval! He was able to get my bill down closer to the quoted price but I'm still out the service I should have. Very disappointed to lose more of my service I was promised and pay more for it as well!

Desired Settlement: I would like the services I was promised for the price I was quoted.

Business Response: Thank you for contacting Time Warner Cable.  Please allow more time to thoroughly investigate Mr. Brown's complaint.  We appreciate your patience as we work to resolve this issue. 

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 response is satisfactory at this time.  I look forward to finding a resolution.

Regards,

***** *****

2/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In early January,I signed up for time warner cable,internet and phone service. The service was great,no problems until last week friday the 30th of january. I am a landlord of a townhouse and apparently my last two tenants owed them money. They cut my service even though my bill was paid in full on the day on installation. No-one from there office informed me that this would be a issue at all at the time of sale. So here we sit on vacation out of the country and cannot communicate with out family. Which is the main reason I made sure we had service before we left. I have spent countless minutes at $1.70 per minute being out of the country,trying to resolve this matter. So after $100 spent on phone calls I am sadly informed that because of my previous tenants of which don't even rent from me anymore we cannot have time warner service at my home,which I find outrageous since I am a business class customer of theres for 3 yrs now with no payment issues. Buyer beware,,,use a different company who might care a little more.

Desired Settlement: I would like my money back for the month of interrupted service,also would like $100 credited due to the not needed phone calls I had to make out of the country. As I mentioned to Rodger in there claims department I would just like the service turned back on so I can communicate with my family. Apparently my business is not important to them

Business Response:

Time Warner Cable reviewed Mr. ********* account and verified that the account has been placed with Risk Management.  The agent assigned to the case can be reached at 1-866-967-7408. 

Time Warner Cable apologizes to Mr. ******* for any inconvenience this situation may have caused. 

Thank you,

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


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and 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.]

To Whom it may concern,

I have already contacted your risk management department and spoke with Rodger and wasted enough time with this internal petty issue. Two old tenants of mine,both do not leave at my property anymore owe $600 in total. As the Landlord of the building, the previous tenants history should not reflect on me. If this was going to be a problem,why in the world was I not told this upfront! I would have went with a different provider and not had to deal with Time Warners Collection issues. Even after all of this,I did like the service at my home and would like to have the service turned on so we can move on.

Regards,


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

Business Response:

While we understand Mr. ********* concerns, an account that is placed with Risk Management can only be addressed by the agent assigned to the case.  Mr. ******* can reach his case manager by calling 1-866-967-7408. 

Time Warner Cable apologizes to Mr. ******* for any inconvenience this situation has cause.  


2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got service on Dec 28th 2014, continue to have service issues, they come out numberous times changed boxes, lines ect. and continue to have problems they then give me lead tech and supervisors cards tell me to call them if i have issues I do so with no return calls back, I was told my bill will not change from 184.00 a month for 24 months i am not locked into a contract and can take advantage of any new promos going on after 12 months. I am told since they can't re-create the issue when they are at my house to video record it on an ipad. i do so and still nothing. I reached out to a supervisor because my bill increased by 24.00 after a 12 month period when i was told it would remain the same for 24 month. I have told them numberous times I should only have to pay a medocre bill for mediocre service. i spoke with Jessie a supervisor On feb 4th regarding all the ongoing issues, he sent a tech out on that evening that tech seen the video said it is coming probably from there hub that the next day Friday Feb 5th his boss would be reaching out to me, I believe his name was ****, I never got a call. jessie the supervisor was suppose to reach out to me Sunday feb 7th regarding the billing matter and to review what the tech did. I did not recieve that call. I reached out to TWC yesterdy and the lady said he was not available to take my call but he said that he would give me a call because he was out sunday for a death in the family. Again no call from him or the other guy meaning the techs boss. Since I can't get good service I should have a deeply discounted bill and not an outrageous one since weve had trouble from day one. My time is money and I cant continue to sit around for them to trouble shoot something they dont' know or can figure out and have numerouse ppl walking thru my home. they need to better there customer service. I also tried to change my plan to a new promotion yesterday and they said that is for new customers. I was told they don't do that anymore the promos are for new and existing and that is why I went with them. I guess this is pure crap just to get you to sign up with them.

Desired Settlement: I want correct service, new plan that they are offering so called new customers and refund for past bills of not corrected service and someone to actually call me on my cell not home phone 414-698-7559

Business Response:

Conciliation Department
Better Business Bureau, Inc.

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

   Case ID:  #********

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


At this time Ms. ******* billing issue has been addressed and our Technical Operation Department is still addressing the customer’s service issues. However, due to Ms. ******* going out of town on business an appointment was made to meet with her on 3/11/16 after 4pm. At that time we will be addressing all services.

Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable.

Sincerely,

Time Warner Cable


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. 
If they can resolve issues in March without continued problems since dec28 2014
Regards,

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

2/18/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: January 2015, I started my service with Time Warner Cable. I was setup with Cable, Phone, and Internet. I was never told it was a promotional package, and never indicated to me, that it was only valid for one year. I was also signed up for the $200.00 Best Buy Gift Card. I was never given my gift card, because they claimed I made my 3rd month payment late on my bill. I have documentation from my bank stating and showing money was pulled from my account one week before the bill was due. On there end, it states I paid 4 DAYS AFTER THE DUE DATE. I had them 3 times come out to my house to fix issues with either my cable box or my service. So January 2016 rolls around, and poof, my bill is jacked up $30.00 dollars at $133.00. Keep in mind the first year I was paying after taxes $103.86 monthly. So after this, I had to call about 5 times to actually get to someone who knew what there were doing. I had talked to a guy who went step by step with me with what I was looking for in my cable package. We went through everything, offered a different promotion but exactly the same as mine, and even included starz package free of charge, and then stating that I will receive a email to receive a $50.00 gift card from Starz. ? I was like "ok sweet". He indicated to me that my bill would only go up about $5.00 a month, like $108.00. Few days later, I login online to view my bill and see that I am being charged $145.00 dollars now. It takes me another 5 people to get me to a person who helps me. This time I state that I want what I was promised on the phone from the employee from Time Warner. The person explains that they cannot see who I placed the call with. I tell them that they need to investigate this and put in a case to file to have them look into it. They tell me that they will contact me with the resolution. The gentleman did lower my bill to $84.00 for January to state for me not overpaying my bill, since I told him I would not pay the full amount. He said hopefully beginning of next month, issue woul

Desired Settlement: I still have not received my phone call back. there are trying to charge me now $160.00 dollars. I am not paying for it. This charter-time warner monopoly is a joke and they feel they can charger whatever they want. I have one cable box, my dad pays less then me for same services with 3 cable boxes. I want this resolve, I want to be compensated for the time and energy wasted talking to this circus act. The ring leader and its clowns. Reimburse me my money.

Business Response:

Mr. ************ contacted Time Warner Cable several times after his promotional rate had expired to request a lower monthly rate for his residential services.  Upon review of several calls with Mr. ************, we determined that no offer of $108.00 was made, however; an offer of $115 per month was extended to the customer - which Mr. ************  declined stating he was awaiting a previously promised supervisor call back.  We have educated our Care Group regarding the lack of follow up on the promised phone call.  Additionally, we reviewed the active account and lowered the monthly rate from $145.71 to $112.52, applying an adjustment of $8.42 to ensure that the current account balance would be the promised monthly rate of $112.52.

 
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,
******* **********

i was promised by the idiot on the phone from time warner cable, with starz included, with submitting a email link to starz to get a $50.00 visa gift card. time warner clearly got bought out from charter because of lack of professionalism. The monopoly scheme in cable industry does not work. sorry. i was also shafted a $200.00 gift card last year, because somehow i was late on a payment. which i have since i was 16, now 30, have never made a late payment on anything in my life. hence why my credit score is 820.

2/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My internet and alarm services has not worked since 11/01/2016, I have called a couple of different times, first time starting in 11/3/15, 11/15/15 01/8/15, 02/01/16 and 2/8/16, I fell to write down the individual names. However on 2/8/16 I spoke with a supervisor by the name of sara she refused to give me her last name. I requested a tech to come out, each time I was told we will have some call to schedule an time with you, I gave them my phone and each time no one has called back, Today I was told by sara that no times were available and she will call me back within 30mins-39 mins i spoke with her at 1:23 and its is 2:18 and no one has called me to confirmed an appointment time.

Desired Settlement: I would like my past due amount of 39.99 and current charges 95.44 to be removed from my account and a tech to come out and fix my services. Or to have my contract cancelled and all services disconnected.

Business Response: On 2/13/16 we were able to complete a service call to resolve the reported issue with Ms. Knight's service. On 1/20/16 Ms. Knight was given credit in the amount of $85.50 for her concern. We have applied an additional $34.47 in credit to the account to total $119.97 for 3 months of the Intelligent home service. We apologize for any inconvenience this may have caused. Time Warner Cable considers this matter to be resolved.

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,

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

2/16/2016 Advertising/Sales Issues
2/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I was contacted by TWC in late August/early Sept 2015 to switch to their services from my then current provider of Direct TV. I was promised that if I switched and maintained an account in good standing for three months, I would be eligible for a $300 Visa gift card. I switched in September, making my date of eligibility December. Before I agreed to switch, I spoke with three reps and clarified the promotion to make sure it was true. They all stated I would received a letter 2-3 weeks after activation with directions on how to redeem the gift card. The letter never came, and I have been calling TWC since seeking directions for the gift card. Every time I call they promise me the "gift card is on it's way." (Which contradicts their earlier directions that I had to wait for a letter with redemption directions. Or, they stated they mailed a letter. Most recently, I was given a ref # of 2281159 that was supposed to assure me that my letter was mailed. This was on or near Jan 15. It is now Jan 28th and no letter was ever sent. When I call and ask to speak to a supervisor they place me on hold for an hour plus, or "connect" me to a supervisor, where the call just rings and rings and rings. This is a total scam, and I should have known something was foul when I asked repeatedly if I needed this "deal" in writing and the reps said, "Oh, no we do this all the time, you will get the letter shortly. etc...etc.."

Desired Settlement: I want my $300 Visa gift immediately from TWC and for them held accountable for this false advertising/poor customer service. I DO NOT want a credit on my account. I want either a check for $300 or the Visa gift card.

Business Response:

January 29, 2016

              

RE:      **** **** *******

            Complaint # ********

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

Per Ms. ******* complaint she stated that she upgraded her services late August or early September which should have allowed her to qualify for the gift card in December. However after reviewing Ms. ******* account it has been determined that she actually upgraded her services on 10/16/15 which means she would not qualify for the gift card until 1/13/16. In order to qualify for the $300 gift card, Ms. ******* would need to register within 30 days from the date of installation/upgrade, provide proof of switch from previous provider, make no changes to the upgraded package and keep the account current/in good standing for 90 days. After these qualifications are met she would expect to receive the gift card within 4-6 weeks from the 90th day.

Ms. ******* did not register within the 30 day time frame due to her not receiving the required redemption code, so she was unable to register online. She began to inquire about the card on 1/4/16 about a week prior to the 90th day. Due to miscommunication/ misunderstanding Ms. ******* was given the opportunity to send in her “proof of switch” and still qualify to receive the card since she met all the other stipulations. Ms. ******* faxed in the copy of her proof of switch on 1/28/16. She has now been registered for the gift card which she will be able to check status on beginning 2/5/16 via the reward website provided to her. The card will ship 2-3 weeks after that date. This roughly puts Ms. ******* in line to receive it within the same timeframe she would have received it had she registered within the 1st 30 days.

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

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

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.

While my original dates were off by a few weeks, what TWC is failing to acknowledge or take responsibility for are the multiple calls that started LONG before Jan 4, 2016 looking for the redemption code and "letter" that was originally promised to me.  They are making it seem as if I didn't do what was asked of me, and this is simply not true.  I spoke with ***** on 1/29 I believe and she even stated that she only reviewed the "last few calls and didn't go through my entire account."   Please understand,  I was promised a letter with a redemption code 2-3 weeks after installation.  After the 90 days, I needed to submit for the gift card.  What they aren't accepting responsibility on is the fact that I have been calling since Oct/Nov looking for that letter and have been told no less than 4 times that "it was in the mail."  The last rep I spoke to, on or around Jan 29th stated he saw on my account that the reps noted I called but NEVER mailed a letter.  This is CLEAR negligence on their part and to act like I wasn't following up on my end is insulting to me and to the BBB.  

My gift card may or may not be on it's way, who knows as I was told repeatedly that my redemption code letter was in "the mail." They have not treated me fairly, honestly or with integrity and need to be held accountable. There is a reason their customer service satisfaction numbers are always in the tank, and this is another clear example of why people are fed up and tired of paying money for services and promises that are never kept.

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

Regards,

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

Business Response:

February 4, 2016

              

RE:      **** **** *******

            Complaint # ********

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

Thanks for forwarding Ms. ******* additional concerns.

While a follow up call was not placed to Ms. ******* regarding the additional phone calls, they were reviewed prior to the initial response being  sent and it was determined that there were no prior calls regarding the Gift Card before the 1/4/16 call. Ms. ******* upgrade installation took place on 10/16/15. There was no need to go back further than that date because she had not upgraded her service until then. She placed a call on 10/30/15 requesting an explanation of her bill but there was no mention of the gift card. The next call placed to TWC occurred on 12/1/15 and it was regarding issues with her Wi-Fi but again no mention of the gift card. The 3rd call placed to TWC since having her services upgraded and the 1st mention of the gift card, was on 1/4/16 as stated in the initial response. During this call she was misinformed that she should have already had the card and that she would be transferred to a department that could better assist.

On 1/12/16 Ms. ******* placed her 2nd call regarding the gift card. The rep submitted a ticket to the rewards department to inquire about the status of the card.

On 1/15/16 the rewards department sent out a letter requesting proof of switch which could take up to 7-10 business days for Ms. ******* to receive.

On 1/19/16 Ms. ******* contacted TWC indicating that she has not received the letter.

On 1/28/16 Ms. ******* again contacted TWC indicating that she had not received the letter. At this time the rep directed her to the rewards website in which she could obtain the reward card information.  Upon going to the website Ms. ******* obtained the address and fax number in which she could send her proof of switch to.  As mentioned in the previous response she has now been registered for the gift card which she will be able to check status on beginning 2/5/16 via the reward website provided to her. The card will ship 2-3 weeks after that date.  This roughly puts Ms. ******* in line to receive it within the same timeframe she would have received it had she registered within the 1st 30 days.

Again we regret any inconvenience this may have caused Ms. *******. Thank you for the opportunity to respond to this inquiry.

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

Tell us why here...

2/14/2016 Problems with Product/Service
2/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On January 28, 2016, I called and emailed the District Manager ******* ****** with the following issue and she has never returned my call or email. On 4/5/2015 I moved to a new house and set up a new acct with Time Warner. The monthly fee was $121.87 and I was guaranteed that price for 12 months. The last bill I recv’d for service provided 1/24-2/23, 2016, has a new monthly charge of $136.30 due Feb 13, 2016. I have not had any change in services. I talked to Alice in Billing dept, on 1/28/2016 at 5pm and she told me there was a price increase; however, I was guaranteed the price for 12 months. She told me her supervisor Kathryn would call me back to discuss other promotions I may be available for. ****** called me back just to transfer me and I was put on hold for 10 min and then my call l was disconnected by Time Warner. Also, Time Warner increases prices without telling the customer and the customer does not know until they get the bill for services they have already received – this is not fair to the customer. I want my bill back to $121.87 per month that I was promised for 12 months.These are the price increases to my bill: Broadcast TV and Sports Programming $8.75 (I have never had these charges on my bill before). 1 digital adapter increase from $2.75 to $3.25 Internet model lease increase from $5.99 to $10 Franchise fee increase from $2.84 to $3.30 I have already paid my bill that is due February 11, 2016, at the $121.81 amount.

Desired Settlement: I want my bill back to $121.87 per month that I was promised for 12 months. Also, confirmation that this price will not increase until after April 2016.

Business Response:

February 5, 2016

              

RE:      ********* *********

            Complaint # ********

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

Upon contacting Ms. ********* it was explained that only the services included in a special promotional rate will not be affected by the annual increase. Ms. ********* indicated that she saw the pricing increase page that was included with her invoice that was mailed out on 12/28/15, but did not think that that applied to her. As mentioned in her complaint she received an increase on the modem lease fee, the surcharges, and the DTA’s all which are not included in the special promotional pricing and all of which are subject to change.

Because TWC values Ms. ********* as a customer a credit for the difference in the amount of $43.47 has been placed on her account as a 1 time courtesy. The credit will cover the difference ($136.30-$121.81) in which Ms. ********* is charged so that she can pay $121.87 per month until April.

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

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

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

Better Business Bureau:

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

Regards,

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

2/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They incensed price to rent modem without giving me notice. When I found out I purchased my own modem. But because they did not inform me I kept paying the original amount and they have been charging me late fees every month because of this.

Desired Settlement: To have all late fees removed from my account

Business Response:

We have reviewed Ms. *****’ account and our findings show the modem rental was increased from $8.00 to $10.00 per month.  The notice for the modem rental fee increase was on page 6 of 8 on her statement with the due date January 10, 2016.

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:

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 was not notified of the increase in price, once I was I purchased my own modem. I am still wanting all fees associated with this to be removed from my account.

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

Regards,

***** *****

Business Response:

We are sorry Ms. ***** does not agree with our findings.  We have again reviewed the customer’s statements and the notice for the modem rental fee increase was on page 6 of 8 on her statement with the due date January 10, 2016.  Time Warner Cable has also verified that at this time Ms. ***** is not being charged a modem rental fee and her bill was adjusted on 1/17/2016.  We have completed our investigation of this matter and consider it closed. 

Consumer Response: Better Business Bureau:

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

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

Regards,

***** *****

2/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am writing in regards to a 50.00 deposit on my bill that nobody told me about. I was with twc for 5 months in 2015 and never was ordered to pay a deposit. I also never once paid late and only disconnected my servuce because in my apt the service was terrible. Now u just bought a house and i am beong told i have no credit? Huh? How did i get a mortgage with no credit. Plus i have a good on time history with time warner. Nobody told me about deposit until i just received my first bill in todays mail.

Desired Settlement: I want 50.00 deposit removed.

Business Response:

February 9, 2016

              

RE:      ***** *****

            Complaint # ********

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

After review of Ms. ******* TWC account the following has been determined. When establishing service with TWC a customer has the option to provide their driver’s license (“DL”) number or social security (“SS”) number. If a driver’s license number is provided the customer will have a $50 deposit or the deposit can be waived if they sign up for recurring payments at the time of installation. If a social security (“SS) number is provided a soft credit check is performed and it will determine if a deposit is needed. The rep that signed Ms. ***** up for service automatically requested her DL number instead of giving her an option to provide her SS number. This in turn required her to pay a $50 deposit.

Upon my speaking to Ms. ***** she opted to provide her SS number so that a soft credit check could be performed. After running the credit check it was determined that Ms. ***** is no longer required to pay the $50 deposit, she qualifies to have it waived.

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

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

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

Better Business Bureau:

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

Regards,

***** *****

2/8/2016 Problems with Product/Service
2/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am paying for top Time Warner's top tier internet service of up to 50 mbps. Was getting in the low 60's but on average Mid to upper 40's. In early November we started having issues with speed or lag with the service and the service completely cutting out at times. I called the help desk and they ran diagnostics and determined my modem was outdated and they said to take my old modem in to my nearest Time Warner location to replace it with a newer one. I had done what they asked to no avail, same problem. I then thought maybe my router was the issue, and replaced that to no avail, same problem. Called time warner and scheduled a service appointment. When the service truck arrived he ran tests and determined that the issue was not with theirs or my equipment in the house and that the line was good all the way to the pole and that there was a data leak at the pole that needed fixing. The tech said that if it wasn't better by mid week the next week to give them a call. It did not get better. I called their help desk again , and again got someone in India that I had trouble communicating with. They started from square one as if they had no idea or record of my problem. They said they would send a tech to the house to which I replied there should be a work order out there to have a bucket truck come to the neighborhood to fix the issue at the pole (the data leak). I repeated if you send someone to my house with a van it will do no good and that I already had a tech determine that it was a pole issue. I got tired of trying to get them to understand and who shows up at the house later that day , but a van with a tech who knew nothing about my issue and started from square one asking if I had rebooted all my equipment, I laughed and told him the story and he said that even they (their own techs) are frustrated with the help desk people wasting everyone's time. He secured a bucket truck later that day and I saw them at the pole down the road, they had a few minutes later left without letting me know the status. The tech had however given me his card and said to call if in a couple days it was not better. Well, it did not get better. I called that tech later that week and he said they have not yet fixed the leak but would call me with status in a few days..........no callback. I then went into the nearest store in Wauwatosa where I talked to a gentleman who said " oh, it looks like you have an all day appointment scheduled for the 25th of Dec..." to which I replied, " really, on Christmas Day?" He said yes!! No one had ever told me about an appointment on that day. He told me I must be present all day and that they would call within a half hour of showing up (Typical). I told him I would keep the appointment and stay home but wanted to withhold the monthly payment until my issue was finally resolved, he said I would be assessed late fees if I did that and should pay the bill and that once fixed talk to them about a comp. Christmas Day was finally upon us and I stayed home all day........no show, no call.........I called them at about 7:30 pm got help desk in India , and they said hmmm, we never schedule in home service on Christmas only outside work where a home owner is not required to be present.." This despite being told by two other representatives that I must be home. I hung up before they forced me to make and wait for another appointment where nothing happens. That bring me here today, same spotty service and now I seem to be capped off at 27 MBPS top speed. They would not tolerate me giving them half payments or no payment at all, but expect me to pay the full premium price for half the service at best, a take the run around with a smile on my face

Desired Settlement: All I wanted was to have the service I was paying for, restored. No discounts no hassle. But now after all the hoops I have had to jump through, I want the service restored to what I'm paying for, I want a comp on the last couple months of bad service, and quite frankly would like to get a reduced rate (new customer rate) for the next year. Again I would have been happy paying full price for the product promised. Also, saving a buck by farming out help desk to other countries may work for their bottom line but it does not work for the customers who are paying them hard earned money and getting nothing but frustration in return.

Business Response:

Good Morning

We apologize for the inconvenience in the delay on the response. We show the order the customer was referring to was completed on 1/16/16. Our technicians reached out to Mr. ***** and apologized for the inconvenience and let him know that his service would work correctly. Mr. ***** has decided to disconnect his services with TWC. The billing on his services were stopped as of 12/19/15. We have credited out the $34.68 charged in November for the added speed. The credit will be issued out of the system and take 4-6 weeks to be received by mail. If he has additional issues or concerns we can be reached at ************.

Thanks

1/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my service January 9, 2016 and turned in all equipment for which I have a receipt for. I received a final statement in the mail for a balance due of approximately $17 to which I mailed in a check for. On January 25, 2016, TWC debited my account for the historic monthly balance due of $84.25. I contacted Customer Service and was informed initially that it was due to unreturned equipment to which I replied I had a receipt. The same allegation was brought up later in the conversation and it is apparent the Service Center utilizes a script to respond to customer complaints. I transferred my issue to an online chat session to which I was informed that I had a credit in the amount of $84.25 to which I would receive a refund for in approximately four weeks. In the mean time, my account is in the red $84.25 and TWC is using my money to earn interest and/or loan. I find it unacceptable that my bank account is debited after I cancelled the account.

Desired Settlement: An immediate refund; not the alleged four weeks I was advised of.

Business Response:

Time Warner Cable reviewed Ms. ********* account and verified that there is a credit of $84.26.  We have processed the credit back to the Visa card on file.  The refund will take approximately 3-5 business days. 

Time Warner Cable apologizes to Ms. ******** 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. 

Regards,

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

1/17/2016 Problems with Product/Service | Complaint Details Unavailable
1/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For 6 months now my cable has been messed up they send people out that know nothing about their job. They stand here for an hour and tell me "nothing is wrong but my cable is still doing the same thing when they leave. Their customer service people think doing their job it to hang up on you!! Today I hard to call back twice because they don't want to do their job just hang up call over. They also had a $300 cash back after 3 months. They held my three payment so I could not wet the cash back ifeel that was way wrong

Desired Settlement: Everything to be fixed and refined for my time without.

Business Response:

December 30, 2015

*** *******

BBB of Wisconsin

10019 W. *****field Ave.

Milwaukee, WI 53214

                               

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

                                                Case ID: ********

Dear Ms. ********

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

Time Warner Cable has reviewed Mr. ******* account and found that he had contacted TWC in September and October reporting service issues. At the time these issues were corrected over the phone or with a customer equipment swap in our local office. On 12/7/2015 our technicians visited his home and installed an amplifier to help with his signal in his home. On 12/29/2015 Mr. ***** contacted us once again stating he was now missing channels. Our technicians visited his home today, 12/30/2015, and reconfigured several outlets and in home wiring to correct the issue. Mr. ***** was issued a credit in the amount of $128.06 on 12/7/2015 which is equal to 3 months of Mr. *****s full cable service and no further credit is warranted at this time.

The $300 Winback Visa Gift Card offer is only available to customers who leave a TWC competitor and subscribe to a specialized package with TWC. Unfortunately, we have found that Mr. ***** did not subscribe to the correct package to qualify for this card and did not register at www.twcbetterreward.com within the allotted time showing proof of switch from a competitor.

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

Sincerely,

Time Warner Cable


1/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Failed to provide a $300 VISA gift card as part of a customer service retention agreement for staying with TWC services.

Desired Settlement: Want $300 Visa gift card sent to me, no longer wish to have TWC as a service provider, so NO I don't want a $300 credit to my TWC billing account.

Business Response:

To Whom it May Concern. 

Upon research of this complaint - we determined that Ms. ********** had not yet registered for the $300 Gift Card.  We have registered her for the card and will be checking the redemption site to ensure the registration was successful and that there are no reasons why the card won't be issued.  If for some reason the card will NOT be issued, the customer will be contacted directly. 

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.]

I contacted Time Warner Cable today at 5:40 pm & spoke with Trevor in Lexington, KY. He is still stating that I do not qualify for the Gift card. I was told on 12/1/2015 at approximately 7:15pm that I was more than eligible by an Ebony S in the Midwest Section of the company & that she put the validation through. She further stated I would be receiving the redemption e-mail to claim my $300 Visa Gift Card by 12/7/2015 - ****** supervisor # * ****** at 5:49pm CST still could NOT validate any request to fulfill the prior agreement by ***** *. regarding the gift card issue. But yet again stated I was eligible after reading back to me the notes stating there was a mix up & I was yet again eligible for the promotion. The best she could do is put in a 4th ticket to have this escalated to an unknown dept. to be looked into further.

I would like my $300 Visa Gift Card sent to me as stated numerous times. I don't feel it is fair business practice to falsely promote Visa gift cards to consumers to stay with their services or to add more services, if they refuse to provide an actual valid redemption process. Especially after the participants FULLY comply with all necessary rules, regulations, & deadlines required.

 

Regards,

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

 

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 still have not received any gift card as mentioned being delivered. At this point I am thoroughly over the back and forth. If possible I would just like the $300 to be credited to my TWC account and to have this matter closed. It is beginning to become more tiresome trying to get what I was promised. If the credit of $300 to my TWC account is possible I will agree to have this matter closed. I just hope that in the future TWC will abide by their promotions rules and makes the right decisions as to providing their consumers with the promised product in a timely matter. I mean after all they are a multi-million dollar company that in the least should satisfy their consumers.

Regards,

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

Business Response: Please allow 4-6 weeks for delivery.  If the card is not received by 1/27/16 Ms. ********** should call our call center at ************** and reference account note made on 12/30. 

1/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had cable service with Time Warner Cable for several years and on September 7th, 2015 I discontinued my services , turned in the cable equipment and per the customer service representatives request I issued payment for the entire month of September with the understanding the monthly bill would be prorated and a reimbursement would be given to me the following month. Since I was leaving for Tennessee I requested the check be sent to my grandson, ******* *********** ** *** ** **** ****** ************ **** ***** which the cusotmer service representative stated would work out fine. When the reimburesement wasn't issued I contacted the customer service department and the representative informed me I had a reimbursement of $ 84.78 and stated a check had been issued and should arrive within the week. This conversation occurred in October 2015 and the reimbursement still has not arrived , so needless to say there have been several calls to Time Warner Cable and we have spoken to over 15 customer service representatives and supervisors with no success. Every representative has assurred us the check will arrive in the mail within the next week but thus far there has been no reimbursement ,so at this point the only choice we had was to contact your agency for assistance. Please feel free to reach out to me to assist with any additional questions or information that you may require for resolution. Thank you in advance, ***** **********

Desired Settlement: I obtain promised reimbursement of 84.78

Consumer Response:

Yesterday my grandson, ******* **********, did receive the check from Time Warner Cable so I am assuming the check was sent out last week after our final call to Time Warner Cable when we informed them we were contacting your agency, so although there is finally resolution  I would like it noted it took several months and several calls with the final call informing them that your agency would now be involved for the case to be resolved.

 

Thank you for the quick response and assistance.

 

Sincerely,

 

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

1/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have called 22 times regarding the service not working and have received 3 service calls in 3 years. Nothing is done other than giving a minimal credit to the account. For as much time and energy I have wasted on this I should have free cable. When you pay for a service you expect it to work and when it doesn't you expect to be compensated not with a I'm sorry. Fix it.

Desired Settlement: Bill adjustment, free cable for a short period of time and for there service to work!

Business Response: Tell us why here...

1/10/2016 Billing/Collection Issues
1/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Time warner because of my package expiring and wished to explore my options for a better price than they were offering after package expired on Nov 30th, 2015. I was told they could offer me a total price of $122.41 per month for a year. When I received my next bill, it was for $144.53, the same amount before I called. I called again and was told there was " record of who I talked with" which I also dispute. I was told I could only get a price of $133.63 and they have "no idea" how I came up with $122.41 per month for a year. I believe they should honor what the customer service rep told me which I wrote down during the conversation and I don't believe they have no record of the transaction or what Rep I talked with but did have a record of my call. This time I recorded the time called, the work order number and the Rep name to protect myself from "upcharges" and "no record" of what was discussed by their employees. I have been with time Warner for at least 20 years and got no sense of any concern that my business was important to them.

Desired Settlement: Billing adjustment for the next year of service.

Business Response:

Conciliation Department
Better Business Bureau, Inc.

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

   Case ID:  #********

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


Unfortunately, we do have a promotion at a monthly rate of $122.41 to place Mr. ***** into. However, at this time, Mr. ***** has been placed into a 12 month promotion taking his monthly rate to $116.46 with taxes it take his rate to $128.10. This is a $5.69 monthly difference then what he stated he was quoted which is a $68.28 difference for the year.  At this time, the $68.28 has been credited to his account in effort to honor what he stated he was quoted.

Time Warner Cable apologized to Mr. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable.

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,

*** *****

12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have repeatedly received Copyright Infringement notices in our email and this was followed up by service disconnects. No one in our family downloads movies. We have numerous paid services that I do not need to get into. Today we received a fifth notice of infringement and a 2 week disconnect. When I attempted to dispute this claim, the "Security Personnel" hung up on me. I then contacted their live service but they said they cannot help me, only the Security Personnel can. When I DID talk to someone, they kept making excuses that we were downloading videos and sharing them on the network. We don't even know how to do any of that! Further, we don't watch South Park, why would we have it or be sharing it? They then said it was our fault our network might be getting used by other people to do these things but we have a strong password on our wifi. They claim that at 1:40am on 7DEC2015 we were downloading South Park. NO ONE was awake at 1:40am.

Desired Settlement: I want my money back for this month and I want these notices to stop. NO ONE is downloading on our network. Further, I want an apology for how rudely your customer service treated my family and I and accusing us of doing these things. If TWC wants to continue with this rudeness, we will gladly find an internet alternative in our city.

Business Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience this may have caused.  Upon receiving this complaint from Thomas Sutphin, Time Warner Cable has investigated and found the account does not belong to Mr. *******, therefore cannot have any discussion about the account in question.  Please have the account holder contact customer service @ ************ ** **** *** ******* as an authorize user on the account. 

 

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.]

My wife spoke with a representative three years ago and had me named as the primary account holder.  Furthermore, TWC has always spoken to me in regards to account matters, this is a disrespectful insult and seemingly rather convenient for TWC to now suddenly say they cannot deal with me.
Regards,

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

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.]
My wife already went through that process three years ago.  It is painfully obvious that TWC cares nothing for their customers.  We will be taking our business elsewhere. 
Regards,
****** *******

Business Response:

Mr. ******* is not an authorized user on Time Warner Cable customers account.  Please have the account holder contact customer service @ ************ to list Mr. ******* as an authorize user on the account. 

Thank you,


Time Warner Cable

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/6 I had my services upgraded which required new set top boxes installed. The set a tech whom represented time Warner and in the process damaged a pc and 2 tv's even catching on on fire. I called time warner whom said they would have a claims member call me within 72hrs. They did not, i had to call back myself a week later to find out they denied the claim and said i would have to take it up with the installers as they were going to take their word for everything with out even speaking to me (the customer). They refused to give me any further information or help me an anyway. In fact they said they "drew the line on installers and we not going to be responsible for them) they only thing the csr's would do is "email the claims department to have the, call me which they still have not done. I can't get a hold of anyone at this company who will discuss this,

Desired Settlement: Equipment replaced, service fees for installation removed and most of all an sincere apology

Business Response:
RE:  Customer:  ****** ******
Case ID:  ********


Time Warner Cable reviewed Mr. *******s concerns regarding his claim of his personal equipment being damaged, wanting it replaced, service fees for installation removed, and an apology.           

From our investigation, Management from the Contractor Company confirmed on 11/8/15 the claim was denied due to fault found with electrical issues within the customer’s home. 
They sent Mr. ****** a denial letter dated 11/09/15.  We did not find justification to remove the service fees for installation.  No adjustment will be honored nor given.     

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

Sincerely,
Time Warner Cable


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 still have not recivied and form of letter nor will anyone at time warner help me. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

Business Response:

We are very sorry if Mr. ****** is not happy with the information that we have provided to the BBB in reference to his complaint. 

We can assure the BBB that a thorough investigation of the claim was done, and that the damage stemmed from an electrical issue in the customer's home, not through any fault of Time Warner Cable or our assigned agent(s).    Mr. ****** was sent a denial of claim letter on 11/9/15 from the contractor.

It has been determined that there is no justification for the damage complaint or for the desired resolution requested by the customer, and we have closed this complaint as such.

Thank you.

Time Warner Cable

12/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up in person for TWC Standard Cable at $34.99 in November of 2014. It was not a contract. It took a few weeks and a few different technicians to be able to get me connected because they accidentally modified my duplex landlord's line rather than connecting me to cable. I was credited for the days that were not connected properly. I received a bill in November of 2015 with a higher rate of $44.99. I contacted the online chat and was told that my introductory rate had passed at 12 months. However, I was never given notification that the price was going to go up - and due to their technical issues, I will still within my first twelve months of service. They said that they normally email and send a paper notification of the new rate, but they did not have any record of either notification. My October bill did not say anything about a price increase in the coming month.I have been on the phone for over an hour and after saying that I would terminate service, they offered me a new price of $36.95 plus taxes prorated (still an increase from my initial purchase), but they would have to transfer me to another department to resolve the November bill difference. I have been on the phone for and hour and seven minutes total, spoken with two different agents (in billing and solutions center) and have now been transferred to payment services in a current wait that has now been a half hour. Second issue, when dealing with the first issue I notified the agents that my internet was disrupted on 11/30. I would like credit for the evening of not having internet service.

Desired Settlement: I understand that I now have a $7.50 late charge and I am willing to pay that, but I would like my November bill to be returned to the agreed upon rate of $34.99 for standard internet. I had not been notified that it would change, so I should have been notified before using a service that suddenly increased 30%. Secondly, I would like credit for the evening that internet service was disrupted on 11/30/2015.

Business Response:
We finished the research into Ms. ********* complaint. The pricing was changed on the account on 12/05/15. An order was completed making the monthly rate $34.99 for the next 12months. No equipment charges are on this account due to Ms. ******* owning her own modem. An adjustment was given in the amount of $17.77. That is a one-time courtesy adjustment. That included the late fee and the proration for November’s bill. Ms. ******* must please note we do not have promotions that last the life of an account.

Regards,
Time Warner Cable

12/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told I would recieve a 300.00 gift card for switching my services from ATT to Time Warner Cable.

Desired Settlement: I want them to send me my 300.00 gift card for switching services back in june.

Business Response:

Thank you for contacting Time Warner Cable. Upon receiving Mr. ****** complaint, Time Warner Cable investigated and found Mr. ***** did no hold up his obligations to remain current on his monthly statements for 90 days.  Records shows Mr. ***** did register his redemption code on the www.twcbetterreward.com website.  This website is also used for customers to track the status of the reward gift cards.  Customers can enter their information on the website, under the STAUS tab, using the account number and zip code, to check the status of their rewards card.  Also on the website under Terms, it provides information for customers to be eligible to receive the gift cards.  We have copied from the website the qualifications to be eligible:

To receive your Visa Reward Card you must register within 30 days of installation, or by 11:59 p.m. EST on 1/18/2016, (whichever comes sooner) at www.twc.com/betterreward. You must provide the redemption code which you will receive via email and/or postcard. Customers must remain active, in good standing and must maintain all services for a minimum of 90 days after package change. Offer is not available to customers with past due balances with Time Warner Cable during the program period or customers who have been disconnected for non-payment in the twelve (12) month period preceding this offer. Reward Cards can only be mailed to addresses in the United States. Visa Reward Card will be mailed approximately 4-6 weeks after the 90 day period. Reward cards may be subject to separate terms and conditions imposed by issuer. See front and back of Reward Card and any accompanying materials for additional details. Limit one (1) Reward Card per eligible residential service and this offer may not be combined with any other offers.

Mr. ***** is not eligible for the Visa Gift Card for a balance left unpaid on his old account he transferred from and the unpaid amount posted on his active account on July 2, 2015.  Time Warner Cable apologizes for the inconvenience this may have caused and considers this issue closed.

 

Thanks,

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,
****** *****

12/14/2015 Billing/Collection Issues
12/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled service with Time Warner Cable (TWC) (March 2015). On the day of disconnect, the technician left my house with modem. Eight months later I received a bill from TWC for $119 for modem. I called TWC and told them that the technician took it with him when he left my house. TWC was going to investigate and gave me a ticket number for reference to the issue ********. I didn't hear back from TWC and thought the issue was resolved. One month later I received a bill from Collections for the modem. $119 I called TWC again (December 7 2015) and now they are saying that they need proof that the technician took it. I want to file this complaint against TWC because their employee didn't follow through correctly with returning equipment. They gave me the technician's first name - ***** but are not allowed to give out last name. I want my bill adjusted and the bill to collections recalled

Desired Settlement: Billing adjustment and recall from collections

Business Response:

To Whom it May Concern:

Upon investigation of this complaint we determined that it would be impossible for our technician to have removed the modem in question in March as indicated by Ms. Vedum, because while the customer disconnected internet services at that time, she retained TWC phone service - which requires our modem to work.  Customer's phone service was disconnected in October of 2015.  We would advise the customer look again for the modem in question and return it to her nearest TWC retail center at her earliest convenience.

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,

**** *****

12/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a payment to Time Warner Cable by electronic bank check from Associated Bank . There was a payment made in the amount of $151.90 on 10/28/2015 and another payment made in the amount of $144.02 on 11/27/2015 . My bank has spoken on the phone with general managers and has faxed proof of payment 3 times. The general manager stated she saw the payment was posted to my account and then removed for some reason. Time Warner shut off my devices yesterday. I was able to get them to turn them back on but they still are saying I owe them even after proof of payment.

Desired Settlement: I would like my payments posted to my account. All late fees removed and a gift card for all of the time, phone calls and stree they have put me through in the last 2 months.

Business Response:

Thank you for the opportunity to respond to this complaint.   We have located both of the payments in question and they have been applied to Ms. Hawley's account. 

Both payments were processed with incorrect account numbers.  We would request that Ms. Hawley verify that all payments are being processed to the account # (6431204-02) to avoid this happening in the future.

We do apologize for any inconvenience caused to Ms. Hawley.  However, we are not able to honor her request for a gift card.  Since 10/28 there have been 2 late fees assessed to the account.  One of those was credited on 11/11 and we have credited the second one today, along with the equipment reactivation fee of $5.50.

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 10977044, and find that this resolution is satisfactory to me. 

Regards,

Martha Hawley

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

Complaint: My husband and I moved back in July 2015 and had to cancel our Time Warner Cable account due to how far away we would be moving. There was equipment that needed to be returned to any Time Warner Cable store. I was told to return 2 items. Apparently there was a third item that was missed. I ended up having to drive back to Milwaukee and return the item in mid August. I was told that I would be issued a refund of $114 for returning the item. Fast forward to September and nothing has been issued to us. We call Time Warner Cable and they apologize and state the refund was never issued and they will now issue it. We also had to change our address with them so they sent it to the right location. Fast forward to early October and we still have not received the refund. We call Time Warner Cable again and they state it will be here in 6-8 weeks. We state that we have waited 8 weeks already. They claim their sorry and they will re-issue it again and we will have it in 10 business days. Again, we had to update our address. Fast forward to November 2, 2015 and no refund check. I call again to Time Warner Cable and am told my address was still not updated and I am promised that I will get my refund check in 2 weeks. It has now been 2 weeks and I still have not received my refund check for $114. I have now waited 3 months for this refund and still do not have it.

Desired Settlement: I would like a manager or supervisor to guarantee that I will get my refund check immediately. I'm not waiting any longer on this matter.

Business Response:
We were unable to locate an account with the information provided. Once valid account information is presented we will be able to properly research this complaint.

11/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We signed up in June of 2015,there was an advertising promotion,that if you signed on you get a $300.00 gift card.They would send you a number and then you go online and register your number.and then in about 6weeks you would receive your card.We didn't even get a number till the end of August,so then we registered it online,we have a confirmation email that it was accepted.It is now November 9th,every time we call oh it is being processed or you should receive it next week.Now today some associate says well you didn't register till end of Aug so you have to wait 90 days.We didn't register because they didn't send us a number until then.Every time we have called it has been a different reason.To me this is a scam in advertising,promising a gift card and not fulfilling the duty.False advertising at best!!!!!!! We would like our gift card immediately,we pay our bills on time so why can't they fulfill their obligation!

Desired Settlement: we want the $300.00 gift card immediately,no more waiting games!

Business Response: We appreciate the time that Mr. ******* took to share his customer experience with Time Warner Cable.  We have reviewed his account and verified that Mr. ******* was offered a $300.00 Visa Card provided that his account stayed current for 90 days, per the promotional terms and conditions found here: http://twcbetterreward.com/Terms. The Visa Card will be processed and mailed to his service address with an ETA of 4 - 6 weeks from the process date.  He may follow the status of the gift card here: https://www.twcbetterreward.com/Status.

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,

*** ********* They are saying 90 days of service in good standing,we hooked up with Time Warner June 4,2015.So my calculation is July4,Aug.4,Sept4 =90 days.

This is Nov.11th,way past 90 days since we began our service.They didn't even send us a code till end of Aug.


11/15/2015 Billing/Collection Issues
11/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I apologize-I don't have specific dates anymore, as I thought this was resolved. I cancelled my service with Time Warner Cable in May. Shortly after cancellation, they had pulled the next months bill out of my account, as I had an auto-draft set up. Both the FAQ of their website and their billing notices say that they bill a month in advance, so I contacted the company to let them know the billing was invalid and request a refund. They had insisted that the billing was correct at first and were only willing to refund a few days worth of billing to account for the cancellation. After a long phone conversation and speaking with a supervisor, they eventually conceded that it was incorrect and agreed to refund the whole amount, which I believe was around $146.00. I got a check in the mail that was only for the previously discussed partial billing, around $40.00. At this point, I disputed the transaction that they had taken from my account directly with my bank and received a refund. Now, I have received a notice in the mail that they are attempting to send my account to collections for the entire billing amount. I do not owe this money, which was agreed to. Unfortunately the company has not been accommodating and has been very difficult to deal with on this matter. I am receiving several collection calls every day.

Desired Settlement: I do not want this reported to credit bureaus, and I would like this billing completely off the record.

Business Response: We have reviewed Ms. ******** account.  On 5/28/2015 Ms. ****** requested her account disconnected and all equipment was returned to Time Warner Cable.  This left a credit balance and refund check was processed for $41.86. 

Unfortunately the final payment for $146.28 (service period 5/6/15 to 6/5/15) was rejected due to Ms. ****** disputing the payment with her bank.  This resulted in her current $176.28 write off balance which includes the returned item and a $30.00 fee. 

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

11/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a call on 10/12/15 from a collection agency, they said they had send me a letter with no response (they had an incorrect address in the system, which was a combination of my old and new address when I transferred locations in August). They said I had outstanding equipment for $134.00 and a bill for $23.64. I returned the equipment on 9/11/15 and the last piece on 10/14/15 after the phone call. I asked what the outstanding bill was for because I was current on the account, as we had moved services to a new location in August. Nobody could tell me. When I returned the equipment on 10/14/15 the customer rep at TWC told me that I not only didn't have an outstanding bill but I had a credit on the account and TWC owed me a check back for $44.75. So by 10/14/15 I had returned all of my equipment to TWC and was owed money back. I was still showing up in collections and was getting phone calls and my account online said I was overdue. I called in and opened a ticket on 10/12/15 for TWC to close out the collections claim in their files, they said they would call me back in 3 business days. I never received a call back. So I followed up and was told the ticket was closed because the account was current. (they opened the ticket under my new address so obviously it was current - so the customer rep there didn't even understand the problem or that it was my old location that was having the billing issues). So on 10/19/15 I opened up another ticket, and was told I would be contacted in 3 days when their collections department had reported back that they had received everything. Again, I never got a call. Called back on 10/22/15 and for the 2nd time they had closed out the ticket without telling me anything, because they opened up the ticket under the current location/account number which has no outstanding bills. 10/22/15 I opened up a third ticket with ****** and she said she checked with her supervisor and said it could take up to 10 more business days to close out the collections claim and she would personally follow up with me on 11/2/15. I have not received any further phone calls from TWC and as of today when I check with Credit Management Online they still show that I owe them money for the equipment and bill. TWC has not reported that they received everything, and I also have not received my check for over payment on the old account for $44.75.

Desired Settlement: 1) I would like Time Warner Cable to report to the Credit Management Online that they have received all of the equipment. 2) Right now I know my credit report needs correction as this has been an outstanding issue for over 30 days. I would like the collections account closed and my credit report to be corrected. 3) I want my refund check from Time Warner mailed to my address as an actual check, I do NOT want it applied to my current account.

Business Response:
Time Warner Cable reviewed Ms. ******* account and verified that Credit Management (CMI) was notified on 10/22 that the account was paid in full.  It can take up to 30-45 days from that date for it to update with the credit bureaus.  A refund in the amount of $44.75 is being processed.  Ms. ****** should receive it at her current address within 2-3 weeks. 
Time Warner Cable apologizes to Ms. ****** for the inconvenience this situation may have caused. 

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable owes me a $300 visa gift card that they offered me to stay with their company and because they were over billing me for months! The deal was to stay with them for 90 days and I would receive it that 90 days was over in October. I have talked to several reps only to get the run around constantly and I'm sick of it. I want my gift card because it was based on staying with the company and also their way of giving me a refund for being overbilled. I've waited long enough and would like this handle right away!

Desired Settlement: I would like my $300 gift card sent to me right away!

Business Response:
Time Warner Cable reviewed Mr. ******** account and we have verified that at no time did he qualify for the $300.00 reward card.  As a gesture of good faith we have added him to the exception list to receive the gift card.  The customer must maintain all services for a minimum of 90 days from the date of the installation, 9/8/15.  If the account is disconnected for non-payment the gift card offer will be nullified.  After the waiting period is over the gift card will process through our redemption center.  It will take approximately 2-3 weeks after that date to be shipped. 
Time Warner Cable apologizes to Mr. ******* for the inconvenience this situation may have caused. 

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,

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

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

Complaint: I am a disabled individual who qualifies for an exemption from being charged for use of 411 directory assistance calls. Bellow has all started with my Billings for Sept and Oct. 2015 Just for your info. , I have cont. to pay my regular monthly services ($82. 70) charges, on time for my cable/phone. I have sent in the needed paperwork 3 times, The 1st time, was on Oct. 11/12, 2015. I was told by a cust. svr. rep. it would take 7-10 business days. That customer ser. rep., I found out gave me the wrong mailing address. I found the previous out, when I called back in on Oct. 18/19,2015 (in the early morning hrs. to check the status of my request) So, I re-mailed needed paperwork on Oct. 19, 2015 to the correct mailing address. 1015 Olentangy River Rd. Columbus, OH 43215 ; attn. 411 Exemption Code Admin. Again, was told 7-10 business days. Oct. 30, 2015 I again called to check billing/status. Still no exemption code applied to my acct. (they did wave late fees, but I had to push for it a number of times w/different reps.) I asked if I could go into a local store and have the documents faxed in to Columbus. I was told yes, and that might help the process. So, I went into the Appleton, WI store outlet (133 Mall Dr.) expecting it to be faxed. This was on Nov. 3, 2015. And, found out it could not be. So, they, TW Cable offered and mailed it out a 3rd. time. (from the Appleton store location. Needless to say, by this time inside I was quite angry. I left the store and called cust. ser., yet again! this time was told about 20 days. (7 to 10 bus. days for mailing) & (7 to 10 bus. days for processing) once received. I was told this by 2 different reps ; 1 Nov. 3, 2015 and 1 on Nov. 4, 2015. I was told to check back again around Nov. 20th.

Desired Settlement: Continued billing adjustments, when needed. And, to finally have the appropriate exemption code placed on my acct.

Business Response:
November 6, 2015
*** *******
BBB of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 53124

                                RE:          Customer:  ******* ** **************
                                                Case ID:  ********

Dear Ms. ********

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

Time Warner Cable has reviewed Mr. **************** account and has found that Mr. ************** has generated $311.96 in Directory Assistance/ 411 calls since August 2015. TWC has also confirmed that he was credited a total of $334.27 for these calls due to the issue with not receiving his 411 exemption form. Currently Mr. **************’s account has a credit balance of $22.87 and all credits will be reflected on his next monthly statement set to generate on 11/26/2015. Additionally, our office has confirmed that we received his exemption form on 11/6/2015 and the proper coding has been placed on his account and he will no longer incur any additional Directory assistance calls after 11/6/2015.

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,

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,

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

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

Complaint: I have had Time Warner Cable as my ISP for greater than 2 yrs for the price of $14.99.I started having interruptions in September and they sent a technitian to my house with minimal resolution. I discussed the possibility of switching my phone to them, but they said they will only do so if they didn't have to port my current number, and I didn't want to lose a number I have had for years, I bought a modem and returned their modem, which I have leased for years at $5.99 a month. My previous bill with them even with their equipment and taxes was $93.00. They suddenly raised my bill $123.51, imposing an overage use of $50 for the internet , although my internet usage remains the same, I consider their action unfair, fraudulent, and calculated to exploit and punish me for deciding to be independent.. It is blatantly unfair.

Desired Settlement: Fair treatment.My internet use has not changed overtime

Business Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience.  Upon receiving this complaint Time Warner Cable began investigating the account for any changes.  Time Warner Cable found on 6/30/2015 that Mrs. Jah had contacted Time Warner Cable to lower her monthly rate from $96.53.  The agent she spoke with informed Mrs. *** that the account could be lowered to $88.52 and Mrs. *** agreed.  Time Warner Cable discovered the agent did not inform Mrs. *** that the discount added an internet cap of 5GB per month, so when the internet is used more than the service package, the additional charges will be applied onto the next month statements.


Further into the investigation, Mrs. *** was able to maintain the usage of the internet service since no charges for the overage was charged on the statement until September 23, 2015 and again on October 5, 2015.   On October 15, 2015 Mrs. *** called back into to Time Warner Cable because her bill was higher due to being over on her usage.  The agent explained the data usage and the internet plan to Mrs. *** making her aware she has been going over the data usage for her plan.  The agent then offered the 30GB cap to help avoid going over the data usage and Mrs. *** agreed to have the 30GB plan before ending the call.


Today, Time Warner Cable has adjusted all charges for the data usage limit for both September and October to total $55.76 after taxes.  As of October 15, 2015 the internet data usage was explained and Mrs. Jah upgraded to the 30GB to be added to the service each month.  Thank you for choosing Time Warner Cable as your source of entertainment. 

Thank you,


Time Warner Cable 

11/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Services were quoted from a sale rep from Time Warner Cable (******* ***********). After meeting with ******* we were quoted (through email) that our total bill monthly including taxes would be $150.58 if we used our own router/modem. We only had a routing so we did agree to rent the modem at a cost of $8 a month. When meeting in person we were also told Time Warner would take care of sending our old equipment from our previous provider back. I wrote the sales rep a check for $150 for our first months bill and scheduled setup. Our technician came out and was setting up our service. He then request I pay him $180 for our first month. I indicated to him we already paid ******* $150 which is what he stated we owed. After calling ******* unsuccessfully I called Time Warner directly and after sometime on hold things were corrected. The technician also didn't take our old equipment like I was told he would. He stated they can not do that. After installation only one of our tvs were setup to have the channels they were meant to. We also were never given our home phone number we setup with them. A week later we got a bill in the mail for $44 which was an installation bill and tax. I was concerned because we already paid the $150 and we were told that was our full bill including tax. I emailed ******* just to make sure things were right and never heard from him. A few days later I contacted Time Warner directly to discuss the bill and the services. When I spoke with the rep she told me that our total monthly bill including tax was $173. She did fix our other tvs to include the channels that we should've had to begin with but stated she could not help with billing because the amount he quoted was not something they at Time Warner could fix. I called ******* then and he said he'd look into it. A day or two later he emailed me stating that what we discussed is what our bill should be moving forward. Fast forward to last week Monday 9/14, we reviewed our new bill and again it stated we owed $173 for the month. I emailed ******* that day including a copy of the bill asking him to fix the issue right away. He never responded to my email or called. My husband than called him on 9/17 and he stated he opened a ticket and this should be taken care of. I also called Time Warner because at this point our service from ******* has been horrible. They stated they couldn't understand why he would quote such a price because they can't honor it. I offered to send them the email I initially received from ******* stating our monthly bill amount and I was told a supervisor would contact me the next day Friday. Friday and Monday came and went and no phones from either Time Warner or *******. I again called on Tuesday 9/22 and was told the only thing they could do is discount my yearly billed amount by $108 which would have me billed at $167. Totally unacceptable that they won't honored what was promised to us. And to top it off they never followed through with contacting us back on any of the promised follow up.

Desired Settlement: I honestly will be cancelling my services. At this point I feel like I can't trust anything they say they will do. I am totally disappointed in the lack of service.

Business Response:

RE:  Customer: ******* ******

Case ID:  ********

Time Warner Cable reviewed Mrs. ******** concerns regarding services and pricing sold to them by Direct Sales Representative named *******.   

From our investigation, Direct Sales Management spoke with Mrs. ****** today 9/25/15 to address her concerns, and in the process of making appropriate changes to
the account to match the customer’s expectations.  Customer has agreed to remain with Time Warner Cable.    

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

Sincerely,

Time Warner Cable

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 consider this resolved or closed.  I did not receive anything to resolve my issue from Time Warner.  I received a call from ******* (the sales rep) not a manager or supervisor in his department. (They indicated in the answer to you that a Manager contacted me when they in fact did not) When speaking with ******* I indicated that I would CONSIDER staying with them if they were able to come through with there promises.  I have yet to hear anything even though I was told I would receive a call back within 20mins.  ******* said he was meeting with his supervisor and would come up with a solution to this and contact me back.  That was Friday 9/25 and it is now Monday 9/28 and I have yet to hear anything.  I will definitely be cancelling my services with Time Warner as clearly they still can not seem to provide ANY customer service.  My only contact with them moving forward is my call to them to cancel which will be 10/16/15.  This matter will also be something I will remember anytime I am thinking about switching services or know of anyone who is looking for customer recommendations. 

I will also attach the email from our "sales rep" ******* which stated what are total monthly costs would be. 

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

Regards,

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

Consumer Response: Better Business Bureau:

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

I did speak with ***** on October 2nd in regards to the service that was received by Time Warner.  We had already contacted At&t to reinstall service as this problem with Time Warner didn't seem to be getting resolved and contacts were still not made.  He assured me that my account would be taken care of and if we had any other issues arise to contact him directly.  He stated that he would request a refund of the time from our installation with At&t (OCt 2nd 2015) as we were paid up until 10/13/15.  I have since received a bill in the mail from Time Warner with service dates of 10/6/15-11/13/15.  We dropped our cable boxes off at the Mall Drive location in Appleton, WI on 10/06/15 and our services should have been cancelled as of that date.  I am completely confused as to how we are being bill for 10/6-11/13 when we don't have services any longer.  Also, the bill indicates credits for the dates of 10/6-10/13?????  This headache just is not going away!!!!  I have tried calling Brian at the phone number he provided on 10/14 @ 8:30am and have received no response yet.  I will not be paying Time Warner Cable any more $ for there poor services!!!

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

Regards,

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

Business Response:
Thank you for the opportunity to respond to this complaint.  The Direct Sales Supervisor named Brian will be contacting Ms. ****** for final resolution.    

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

Sincerely,
Time Warner Cable 

11/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner offered $150 gift card at the we signed up for the service. The gift card never was sent. I called customer service 3-4 times, and each time I was told that the card would be sent. I have still not received the gift card. I have cancelled the service. I called customer service regarding the final invoice. I told them that since I never received the gift card that was promised, I would deduct $150 from the final invoice. I told the customer service representative that I would file a complaint with the better business bureau because I can never be sure that my account file is updated after a call to customer service.

Desired Settlement: My final payment will be $94.10 at which point I should have a balance of $0 on the account when the $150 is credited for the gift card never received.

Business Response: Customers must maintain eligible services in good standing for 90 days after installation/upgrade to be eligible for a reward.  We reserve the right to disqualify customers from receiving a reward for delinquency at any time within the first 90 days. Ms. ****** did not met the requirement to receive the gift card. There is also phone modem on the account needs to be returned. Time Warner Cable apologizes for the miscommunication but her request has been denied. Ms. ******** account has a balance of $ 244.10.

10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable came into my home to install a telephone. After moving our modem and router from our basement to our living room the technician then proceeded to install our phone. We do not have a cable provider at this time we have an antenna on our roof that we use. In our living room we have a signal amplifier and cords that run to our TV to strengthen the signal from our antenna, the technician took our amplifier and cords with out saying a word to me. I have contacted Time Warner multiple times over the last week just asking for our property back or replacement of it because the tech was there to install a phone and had no reason to take our personal property out of our home. Time Warner continues to give me the run around and we were told we would have a resolution with in 24 hours and still nothing has been done. We have been patient and polite and now we are aggravated and feel as though our items were stole from our home and Time Warner is condoning theft at this point.

Desired Settlement: We would just like a replacement of the equipment that was taken from our home or our actual property that was taken and I would also like the installation fee waived as well due to all of the hassle that was given to us in regards to this.

Business Response:
Time Warner Cable reviewed Ms. ******** account and escalated it to our Technical Operations Supervisor.  He contacted Ms. ****** and we are going to her home to replace the amp. 
Time Warner Cable apologizes to Ms. ****** for the inconvenience this situation may have 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. 

Regards,

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

10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had them install internet, cable T.V. and phone service all at the same time .The phone number they gave us to use was never connected. They never completed the original order so I had to keep my land line . I missed out on job interviews because I gave them the number I was suppose to use. I was paying 2 separate bills for my phone .I called 3 or 4 times a month and every time I talked to someone they said Oh I see the problem but it still never got done. I finally got fed up and took the boxes and the equipment back to the store at Southridge and a guy named **** said don't worry I'll take care of it you should not have to pay anything it was our mistake. Then I got sent to collection for the bill that they say I still owe.I made 1 more attempt to call and was on the phone for 3 hours trying to get someone that knew what the hell they were doing and still nothing was resolved.From the original date of installation from Jan 2015 till May 2015 I had nothing but headaches wondering when they were going to get it right. Or would I have to deal with more red tape if I called them.

Desired Settlement: I would like them to Clear my bill for all the trouble I had to go through for 5 month's or more of trying get the bill resolved because they never completed the job.

Business Response: October 22, 2015


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.

After reviewing Ms. ******** former TWC account and speaking with her, the following has been determined. On 1/14/15 Ms. ****** contacted TWC requesting to upgrade her service, adding cable and phone to her existing service of internet. The installation was completed on 1/21/15. During the install TWC assigned Ms. ****** a new phone number until we were able to put in the request to port her phone number over from ATT. The request to port the phone number was submitted on 2/2/15. The original request to port the phone number was canceled due to Ms. ****** not completing the third party verification, which gives TWC permission to obtain the phone number from a different carrier.

On 2/20/15 Ms. ****** completed the third party verification and the port request was sent out. However, on 2/24/15 it was determined that, even though her current carrier is AT&T, the phone number was originally provided by Google and the request was rejected. An email is usually sent by Google to the customer explaining why the order was rejected and what steps are necessary for the number to be ported.  A link is provided in the email for Ms. ****** to complete the necessary steps in order for the number to port properly. Apparently Ms. ****** never received the email from Google, so on 3/13/15, she contacted TWC to check the status on the number being ported. At that time the rep made her aware of the email that was sent. Frustrated with the difficulty of having her phone number ported, Ms. ****** decided disconnect all of her services with TWC. She returned her equipment to the local cable store on 4/28/15 and at that time her billing with TWC ceased. It should be noted that Ms. ****** had active phone service and the only action that needed to take place was a number change, porting the number she had prior to the upgrade.

Due to the difficulty of porting and so that Ms. ****** would not have to pay for 2 phone services, 1 with TWC and 1 with AT&T, all fees associated with the phone through TWC were waived. Ms. ******** monthly fee for the phone totaled $19.40 pretax ($15.67 phone, $1.24 voicemail, & 2.49 private listing). The total credit provided for the phone service (1/21/15-4/27/15) was $97.25 post tax. The remaining balance of $129.93 is valid, as it is for services that were rendered to Ms. ******, namely the cable and internet.  Ms. ****** did express that she does not agree with the resolution and will not be paying the balance because she feels that it should be waived due to her experience.

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

Sincerely,
***** *****
Customer Escalation Specialist
Time Warner Cable Kansas City




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 still say for all the trouble I had to go through with calling Time Warner and being told from the guy **** at the Southridge Store that I would not be responsible for any bill because it was not my fault that they did not finish completing the original order.I never had a working phone number from Time Warner .This is case of passing the buck to see everyone I talked to when I called in for 5 month's of headaches and inconvenience of taking time to try to get anything resolved was a night mare. I will be telling all my friends about the horrible service I received . The loss of not having a phone that I gave out to jobs. Which I called back and was  told by them we could not get a hold of you . I missed out on jobs. I will never use this company again.

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,

******* ****** This is not acceptable and I refuse to pay the balance because they never finished the job they were suppose to do.

Business Response: Tell us why here...October 27, 2015


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.

Thank you for forwarding Ms. ******** additional concerns.

TWC's stance has not changed. While we understand the process of trying to port Ms. ******** phone number over to TWC was frustrating, we have rendered due compensation for the service that was “not completed”. There is no further compensation due. The remaining balance of $129.93 is a valid debt for the cable and internet services that were rendered to Ms. ******. While we cannot force Ms. ****** to pay the remaining balance, TWC will not be waiving the debt.

Again we regret any inconvenience this may have caused Ms. ******. Thank you for the opportunity to respond to this inquiry.


Sincerely,
***** *****
Customer Escalation Specialist
Time Warner Cable Kansas City

10/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In April I called TWC and spoke to a rep about my bill. I explained to her I wanted to verify my bill till the end of the year. I do this so I can pay half the amount twice a month that is slighty more than my bill so I am always ahead. In the end I was told my monthly bill with taxes and fees would be $136.xx and I started paying $70 on the first and 15th and that is well documented. Now I am being told that my rates went up even though I was assured they would not. Now I have fees being charged and getting calls that my account is overdue and possible problems with consumer collection. In the past three weeks and in April of 2015 I was promised a call from a manager because the CSR's on the phone refuse to pass you call on. In my last call yesterday I asked 8 times to call a manager and in the end I was promised a call from a manager by EOB and that didn't happen just like the times before. As long as I am filing this I want to state that the commercials the TWC put out about not having to get new equipment to get better pricing is FALSE. In April of 2014 I had to get phone service in order for my bill to go down by almost $20. FALSE ADVERTISING if you ask me. 2nd problem is I have terrible reception for a fair amount of time that we watch TV. That is well documented and for the past 4 months I have given up as they do nothing to resolve it. I higher end tech came out and told me that the problem was from the junction box to the street and supposedly that was going to be done but when I call their is no record of it being done.

Desired Settlement: I want the fees taken off and I want the amount that I was going to be build adjusted back to what I was promised. I would also like to find out why my bill is almost twice what it was before. These bundles they keep trying to push are just a way for them to screw over the consumer. This practice that they use is well documented and there have been a number of changes at TWC to give their consumer department a face lift as they had terrible ratings in every state they are in. I WANT A CALL FROM A REAL MANAGER

Business Response:

Time Warner Cable spoke with Mr. Neese  and apologized for not receiving the calls in the time that he was promised. Mr. ******* account was on a promotional rate that ended on April 06,2015. His account has been extended for another year for the rate of $135.00 until April 06,2016. Time Warner Cable offer different promotions at varies times.

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

Complaint: On 8/24 i no longer was employed by the company per the paper work for my exit interview i had one month to contact employee services to let them know what i would like to happen to my account. Following that paperwork i contacted and advised i wanted to remove all the movie channels and keep everything else the same. Emphasis placed on my ultimate internet. I was told by the employee services rep to contact Customer Solutions on 9/23 so they could set me up with a new customer promotion as outlined in the paperwork that i have from HR. I contacted customer solutions the first time explained that i was a former employee and looking to get a new promo and was told the best was 199 of course i know thats not true. I declined and asked for a supervisor. The rep lost the call. I called back on 10/2 and spoke with a rep out of the milwaukee office who offered me the same 199 i declined and said if i can't get the new promo promised me just give me internet . To this he stated we don't want to lose your business . I said fine give me my same service i have know (i still thought ultimate internet) for 160 and he agreed. I stated i need a second internet he said he could do ELP internet and everything i had for 174. He was going to call me back because he had issues . i never received a phone call . I called again a few days later only to find out that my account was not up from 252 to 306 and i had turbo internet and basic internet. rep offered me 230 i declined and stated i wanted the call pulled from 10/2 he stated it takes 2 weeks. I told him i would call back . Today i called and rep again offered 213 i declined. She then offered 194 again i declined as they are all too much for what i was told . The rep even lied about a promo that was available and told me it was not. Her main focus was adding on phone and starz. to make a sale. i advised her to note the account and i would explore my other options. I went to Facebook and the rep there told me they can't address any billing issues. So no one has been of any help.

Desired Settlement: My request is simple i would like the 89.99 new customer promo that includes one box and extreme internet and phone .. i do not want the phone so i want the double play preferred cable and extreme internet for 89.99 with one of my boxes free. add in the 8.00 for modem 10 for the additional box and the 2 12.99 dvr fees and my bill should be about 136 before taxes . i would also like this backdated due to my issues to 9/23.

Business Response: Time Warner Cable appreciates the opportunity to review Ms. ********’ request an available promotion.  We were able to rerate Ms. ********’ services and her Time Warner Cable account now reflects the monthly rate of $142.22 plus taxes and applicable fees.  

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

10/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 10th I called salesperson ***** at cell phone ************ to transfer phone and internet service to a new address on 9-18. I also sought verification of the $89.95 bundle offer that would include cable television, phone and internet. ***** confirmed that offer and that services were available at our new address. He said he would get back to me with the new phone number and a time for installation services on the 18th. He did not. I called again a week later and he assured me installation would occur on the 18th but had no phone number and that he would get back to me. He did not. I called again on August 28th and was told the installation would be done between 3 and 4 p.m. on the 18th and he gave me a phone number, I called him back shortly after and requested an e-mail confirmation of the information he gave me on the phone. He agreed to do so. I received no e-mail and called Time Warner customer service and finally spoke to a supervisor ******** because I learned there was no installation ordered for the 18th and no availability time to have it done that day. First available day is Sunday the 19th. Was told I should NOT have been given the phone number in advance and advised not to use it until the day of installation This is ridiculous!!. ******** did honor the promised bundle rate and quoted me $113.00 per month. I asked for an e-mail confirmation or written confirmation of our conversation and was told that was not done. I was given ******** as an order number. ******** did not address why phone numbers cannot be verified in advance. In spite of my contacting ***** well in advance we will not have service until 2 days after we move in. This experience and past dealings with sales and customer service personnel at Time Warner leave me feeling frazzled and victimized. I would NOT do business with them were there any alternative.

Desired Settlement: Written verification (e-mail or snail mail) of my order and the installation date and time. Verification of the $89.95 rate I was given An explanation of the unwillingness to give and verify my new phone number A credit to compensate me for the hassle and inconvenience this lack of service has caused.

Business Response: Time Warner Cable reviewed Ms. ********* complaint in regards to transferring services.  Installation is currently scheduled for 9/18/15 with 3-4pm arrival time.  We have waived transfer/installation fees.  When assigning a new telephone number to an account there is always the risk that the number may have to change prior to the date of installation.  For this reason it is Time Warner Cable policy to NOT give a customer their new telephone number before they are installed.  Ms. ******* has subscribed to our $89.99 Triple Play offer.  The package for $89.99 does not include modem lease, additional outlet fees or broadcast and sports programing fees.  The installation order is $103.49 (excluding taxes and applicable fees).
 
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: 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.]

Yesterday I received an e-mail from ***** Buchinger, Concierge Relationship Representative verifying the installation date and indicating they have set up the Triple Play Special at $113.16 per month which includes 1 HD digital cable box, modem lease and wifi service.  THIS IS WHAT I WANT. 


Regards,

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

Business Response:

We have reviewed Ms. *******’s concerns with rate.  Her currently monthly rate is $103.49 pre-taxes and applicable fees.  Ms. ******* is currently taking advantage of a Time Warner Cable promotional triple-play offer.

We have completed our investigation of this matter and consider it closed.  

Sincerely,

Time
Warner Cable

10/15/2015 Problems with Product/Service
10/15/2015 Problems with Product/Service
10/14/2015 Problems with Product/Service
10/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: One year ago, approximately August, 2014 I requested over the phone that my bill remain the same for another year rather than having TWC raise it like they normally do every year. I was told a note was put into my file & the conversation was recorded that my bill would not increase but that I would have to make sure our agreement went through & would have to call to confirm my "frozen" billing amount a few days prior to my contract date ending-which was August 28, 2015 & September 28, 2015. (I pay one bill per month but for some unknown reason TWC separates the contract dates of my internet part of the bill & my cable part of my bill). I called before both parts of the contract were up both in August & September, 2015 as TWC instructed me to do. Instead of keeping my 2014 bill's amount of $109 the same until 8/2016 and 9/2016 like they promised they would do & also had recorded proof that they agreed to the terms, I had to argue with about 4-5 different CSRs before I hung up & the bill went from $109 to $112.34. When I received my latest bill in the mail about one week ago (9/20/15) it was $123 instead of $112. Today, 9/25/2015, I called & had to argue & re-tell the same problem to 4 different CSRs, one of whom was a supervisor. They told me something about part of the dvr box promotion was over & therefor not only would my bill continue to be $123, but would now jump to $130/month. All this after they HAVE BEEN TELLING ME FOR A FULL YEAR THAT MY BILLS WOULD POSITIVELY STAY AT $109 per month UNTIL AUGUST, 2016.

Desired Settlement: recognition by TWC that they promised me for a full year that my bill would not go up until end of my contract year in August & September of 2016. A reduction /correction of most recent bill from $123 to $112. If possible, have TWC find the supposedly recorded phone conversations with me over this last year, saying my bill until 2016 would not increase & would remain $109 per month. Out of the numerous phone calls I have made to TWC, the only call I have a verification number of is from 8/28/2015, #91866605.

Business Response:

Thank you for contacting Time Warner Cable, we apologize for the inconvenience.  Time Warner Cable has researched the account notes, phone conversations and escalated issues from Ms. ****** and found on September 2, 2014 Ms. ****** reported a similar BBB complaint to Time Warner Cable and the agent requested the calls to be viewed of the conversations Ms. ****** and the agents.  The call on June 28, 2014 stated that the agent had informed Ms. ****** that the promotion price was not for 2 years.

Time Warner Cable promotions are discounted prices on cable, which can include HD set top box or HD DVR, Whole House DVR’s and Enhance DVR’s, internet (different speeds) and phone service (voice mail and unlimited long distance).  These prices on their  discounted services are guaranteed for 12 months from the date the services became active on the account.  Once the discounts expires, the monthly rate will increase higher than the first year of having the service, but less than the rate card of service, in which Time Warner Cable adds a second year discount for 12 months on the services and the customer keeps their same package.  Time Warner Cable offer great deals and bundled packages for your needs, so please contact customer service @ 800-617-4311 and an agent will assist you with the prices and services.  They will be sure to find a package that fits your budget.  Time Warner Cable has found no errors with the pricing of service and has considered this issue closed.

Consumer Response: Better Business Bureau:

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

I have read your email to me stating you have told TimeWarnerCable of my complaint and that you are still waiting for a response from them to the complaint.  I phoned the m again tonite at about 5:30 PM because I received my monthly bill which still had the incorrect amount due on it.  The phone call took aver 40 minutes, about 20 of them with me on hold & each time someone came back on the line it was a different representative that In had to waste cell phone minutes with & had to repeat the problem all over again.  This got me no where after I retold the situation of being told on 8/28/15 that my bill was corrected & will be $112 until 9/2016.  They also promised they would give me a credit on this new bill of $9.97 that I was billed last month.  Neither of these issues were corrected as promised. I first spoke with a "***" who was supposedly a supervisor & got no where with him.  He said he was connecting me with the billing department but after 10 minutes of being on hold, a representative named "*******" came on the line. I had to explain the problem yet again.  She was neither from the billing department nor was she a supervisor.  She said she could not change my bill & it will remain at $122.98 per month instead of the promised $112 per month through 9/2016. It is a nitemare & constant run-around. They lie & say they have recorded all conversations, yet when I call again, no one has any information about prior phone calls.

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

Business Response:

In response to Ms. ******'s rejection, Time Warner Cable reviewed the account and found on 9/2/2015, the agent lowered Ms. ******'s account to $112.99 which is a 6 month discounted price that will expire on 3/31/2016.  To explain the increase after the conversation on September 2, there were 2 promotions on the DVR equipment that had expired, one on September 3rd and the other one on September 4th, which caused the increase in the monthly rate. 

On September 25, 2015 when Ms. ****** called in to speak with an agent, the agent informed Ms. ****** that her account has a credit of $9.66, which is reflected on her statement as $9.67.  On October 2, 2015 Ms. ****** was provided with an adjustment of $11.06 which will be shown on her November 2015 statement because the adjustment was made after October 2015 bill printed.  Today, 10/7/2015, Time Warner Cable has corrected the pricing of the quoted price on 9/2/2015 to $112.99 which leave the account balance as of today of $92.29 to be due on October 21, 2015.  Ms. ****** is on a 12 month discounted rate for cable, 1 DVR with the variety pass channels and internet service and a additional discount of $5.00 for 6 months. 

On March 31, 2016 the $5.00 discount will expire and will increase the monthly rate.  Once the discount expires, Ms. ****** can call into customer service to see what offers are available at that time.  Time Warner Cable apologizes for the inconvenience and considers this issue closed.

Consumer Response: Better Business Bureau:

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

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

Regards,

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

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

Complaint: On 7/21/14 I cancelled my service with Time Warner Cable and began service with AT&T Uverse. Time Warner told me we didn't have to do anything because the service would be shut off from outside the house. We were on auto pay and Time Warner kept billing us. We were sent to Credit Management Collection Agency which we disputed and the case was found in our favor in Dec. 2014. Today 8-7-15 we received a notice from a different collection agency (Credit Collection Services) for the same charge. They stated Time Warner pulled the case from Credit Management after case was found in our favor and now sent us to new collection agency again. How can a company keep doing this. We spent so many hours on the phone with Time Warner Cable trying to straighten this out to go back to square one time after time. I have never been so stressed with a company and its actions.

Desired Settlement: I am requesting this invalid charge of $80.73 to be dropped and not continue to be sent to collection agencies over and over. Case was settle with first collection agency in our favor now we have to go through this all over again.

Business Response:

Upon receiving Mrs. ************ complaint, we began researching her Time Warner Cable account.  The results of our investigation show that Mrs. ********** account was disconnected with the stop bill date on July 21, 2014.  Mrs. ********** disputed 2 payments in which one of the payments were for services from June 25 - July 24, 2014.  The charge of $80.73 has been turned over to a collection agency to collect on a debt for service rendered June 25 - July 20, 2014.  No payment has been made at this time to close out Mrs. **********'s account.
 
Time Warner Cable apologizes for the inconvenience this may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 

Consumer Response: Better Business Bureau:

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

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

Regards,

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

I have been on the phone with Time Warner for many hours over the past year to straighten out this matter and was told I did not owe any money on my account.  Now a year later when I believed this matter was complete, because Credit Management found in our favor, I have disposed of my records and now can't look up all my records.  Here is a copy of what we went though with Time Warner Cable with the first collection agency who decided in our favor.  To come back again after 7 months from when we thought everything was complete is just wrong and not good business.  I will not do business with Time Warner and will also inform anyone possible of the nightmare this company has caused.

Thank you for your time!

Business Response:

In response to the rebuttal, Mrs. ********** disputed a payment that was made in July 2014 for $93.08, therefore Time Warner Cable charged back those services to her account on September 18, 2014 adding $93.08 on her balance.  We have attached the statements from June 2014 to November 2014 which shows the balances and charges for service that was not paid for by Mrs. **********.  As mentioned in the last response, Time Warner Cable is charging for services used from June 25th – July 20th to total $80.73.  Other charges were stopped as of July 21, 2014 - September 24, 2014 and were deducted from the balance .  The last payment made to Time Warner Cable was on June 15th for $93.08 to pay for services dated from May 25th – June 24, 2014.  Time Warner Cable found no errors with the billing to make any adjustments on this account and considers this issue closed.
 
Sincerely,
Time Warner Cable

Consumer Response:
I am rejecting response because I asked for a copy of the billing statements from the beginning as I received billing for the months of Aug, Sept, Oct, Nov. 2015 and none of them made sense to me and they were all different amounts.  I want to see the original bill from installation with dates along with copies from January 2014 through November 2014 billing statements.  I was under the impression this case was closed when the first collection agency ruled in our favor not knowing this would come back at us a year later to which I did not keep all the billing information.  I would also like to know how to view the billing information that was suppose to be attached?

Thank you,

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











Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10757028, 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,

Mark **********

10/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We discontinued our service with Time Warner Cable on 8/24. I returned the equipment to their Southridge location on 8/24 as instructed. At that time I inquired about paying off my bill and was told I would receive a balance due bill in the mail. I received a balance due statement on 9/22/2015. I received a notice from collection agency IC System on 9/24. I contacted Time Warner to question why the bill was sent to collection when I just received the statement 2 days earlier. I spoke with Paul on 9/24 and was informed that because it was more than 60 days it was sent to IC System. We just cancelled our service on 8/24 and got the bill on 9/24 so I don't know how it oculd be 60 days. In addition, Paul informed that IC System is only used by Time Warner. I belive this to be false based on what I find on the internet for this company.

Desired Settlement: I have placed a check in the mail today to Time Warner for the balance due of 33.38. I want this situation removed from my credit report.

Business Response:

Thank you for contacting Time Warner Cable.   In response to the complaint, Time Warner Cable utilizes IC System, along with 3 other agencies, to reduce bad debt by assisting in the effort to collect on the balance.  These agencies will contact the customer in an attempt to resolve their past due balance and retrieve equipment, if not returned, prior to the account being sent to an outside collection agency.  The expectation of this program is to help prevent more customers from being reported to the credit bureaus.  This program is designed for customers who are disconnected for non- payment and has a balance, they will be sent to the agencies 7 days after the disconnect date and those who are voluntarily disconnected and holds a balance, are sent to the agencies 21 days after the disconnect date.  Either voluntarily or non - pay disconnects, both account status will be worked up to 45 days before the account is referred to a collection agency.  Mr. ***** received his first contact by the agency because no payment was received on his account until September 28, 2015, thank you for your payment.  Mr. *****'s payment has been applied to his account and he has a zero balance.  Time Warner Cable will not forward the account information to any outside collection agencies without a balance being owed to Time Warner Cable. 

Time Warner Cable apologizes to Mr. ***** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable.     

sincerely,

Time Warner Cable

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,

**** *****

9/29/2015 Billing/Collection Issues
9/29/2015 Problems with Product/Service
9/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have two accounts with Time Warner Cable and recently upgraded both of them. In both cases, TWC has reneged on the terms of the agreements. I contacted TWC on August 21, 2015 and spoke to ****** in Dayton, Ohio concerning both issues. She promised prompt action, but no one has gotten back to me in spite of her promise to do so within 24 to 48 hours. Case #1 – (Account under Glenn’s name) On August 7, 2015, I spoke to Lynn at TWC. (She was located in the Philippines.) She was trying to get me to add telephone service to our cable/internet account. She made me this offer: 1. We would keep all the services and channels we already had. 2. We would get HBO, Starz, and Showtime free for I year . 3. Our internet speed would be increased to a much faster speed. 4. The telephone service would include all local and long distance calls 5. The total cost, including all taxes and fees would be $144 plus change/per month. 6. This price and package would be guaranteed for 1 year. I wrote down the terms as she said them, then read them back to make sure I had everything correct. I told her I was interested, but wanted to run it past my husband. She agreed to call me back later that evening. When she called back, I again read her the terms and prices and she verified them. I told her to go ahead with the change. Due to some glitch on her end, she came back on line and told me I would be billed $168.00 just for the first month, then $144.00/month for the remainder of the year. I made it a point to confirm that these amounts included all taxes and fees. She said it did. The change in service took place on August 7th. Here are the problems: (1.) We just got our bill and it is $183.20, not the $166.00. (2) We still haven’t gotten Starz or Showtime. I called TWC on August 21, 2015 and talked to ****** in Dayton, Ohio. She said that her supervisor, ****, would have to take care of it. She wrote up a ticket and sent it to him while we were still on the phone. She told me **** would be calling me back in 24-48 hours. It’s been 1 ½ weeks and **** has never called back. There shouldn’t be any problem with this. TWC records all their phone calls and I provided them with the date, location and name of their agent. Their recording of our conversation will also prove that I read the price and terms back to the agent at least three times to be sure I had it correct. I feel like I’ve been pulled into a “bait and switch” scheme. Case #2 – (Account under Susan’s name) I added 50 Mbps internet service to this account. (It was part of a promotion TWC had at that time.) When the installer was finished, he did a speed check and found that we were not getting the required speed/power. He finally had to call for a bucket truck to check the connection on the pole. He determined that the line from the pole to the house, which is a buried line, needed to be replaced. He proceeded to put in a ticket to have it done. He then put a temporary booster on the line in our basement.. He said we still didn’t have full power, but this would help until TWC replaced the line. TWC contacted Diggers’ Hotline on April 6 and again on May 4 to mark lines for the installation of TV/cable. On the second occasion, a man from TWC was in the house talking to my elderly mother. During the conversation, the workman knocked her large mug of tea on the carpet, spilling its contents all over. He said not to worry about it. He’d put it on the ticket and they’d take care of it. That’s the last we saw or heard from TWC. They still have not installed the underground cable and we are having trouble with the internet. Our access is intermittent and we are constantly being bounced off with messages that the” internet connection is unstable.” I called on August 21, and talked to ****** in Dayton, Ohio. She told me that TWC had no record of the installer asking for the line to be replaced. I told her that he did. (I was there when he did it.) I also told her that there should be a record of him calling for the bucket truck to diagnose the problem and a record of TWC requests to Diggers’ Hotline. She denied that TWC had tickets for any of these things. What she said next was a bit surprising to me. She told me that in order for her to issue a ticket to send out another truck, I had to be calling her from the service address. She told me she started work at 3 P.M. central time the next day. So, we made arrangements for me to be at the service address at 3 P.M. and she would call me back. I gave her my cell number so I couldn’t miss the call. She even told me she put it on a purple post-it note on her computer. It’s a week and a half later and I’m still waiting for the call. In the meantime, we still have Internet connection problems and a jerry-rigged booster in the basement. Again, TWC records its phone calls. So you can verify what I’ve said. I already checked with Diggers’ Hotline and gotten the names, dates, and reasons for going out to our house. Also, our security camera shows the TWC man in the house when the tea was spilled. Why/How is it that all the “tickets” have disappeared and TWC denies it? I am fully prepared to file with the FCC if this is not resolved.

Desired Settlement: Case #1 - We want TWC to live up to the terms of the contract that was agreed to with their agent. (1) Our first bill should be corrected from the $183.20 down to the $166. This amount includes all taxes and fees. (2) Subsequent bills should be $144.00. This amount includes all taxes and fees. (2) TWC should supply all the premium channels , HBO, Starz, and Showtime, free for one year. (3) Internet speed should be a lot faster. Case #2 - (1) TWC should replace the buried cable from the pole to the house as they promised so we get full speed and power, and uninterrupted and stable internet service. (2) TWC should pay the cost of the carpet cleaning. (3) An adjustment should be made on the bill to account for the lack of and intermittent internet service since April.

Business Response: Tell us why here...

We reviewed Ms. ****** complaint. We were able to the monthly
rate of $143.89. We also back dated this new price to 8/7/15. After she has the
recurring payment of $183.20 come out on 9/13/15 this will leave a credit of
$66.43 that will be reflected on her next month bill. We also completes a
service call for 9/5/15 to  the intermittent HSD issue that she has been
having. We apologize for any inconvenience.

Regards,

Time Warner Cable

9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had this service for about 7 months and I have had nothing but problems from day one. I have had countless service calls as well as equipment changes. I called this morning because my dvr box will not record on the hd channels. After having to call back I spent well over a half hour speaking with someone only to be told I have to again get another dvr box. I was told one would be sent to me. When I left my home the box was working just fine only to return an hour later to find the dvr box not working at all. I placed another call only to be told they can't fix the issue and again I have to be without service until I replace the box myself or wait two days for a service tech to come out. This customer service is not acceptable for what I am being charged.

Desired Settlement: My bill needs to be lowerd since they are not capable of putting out good quality service.

Business Response: September 22, 2015

RE: Customer:  ******* ******** 
          
Case ID:  #********

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding ******* ********’ complaint: Our records indicate that Mr. ******** did visit a TWC Store to swap out the video equipment and the problem persisted. However, it appears that Mr. ******** refused to schedule for a Service Technician to address the matter or troubleshoot further over the phone.  In order to correct the service issues, we will need access to the equipment.  Mr. ******** may contact our Care Team to schedule a service call at his convenience at 1-800-617-4311. In addition, we have also applied a 2-day credit to the account.  Our records indicate that the issue was reported to us on 9/20 and therefore a service adjustment of $7.90 has been added to reflect the dates of 9/20-9/22.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,

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

9/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a brand new customer to Time Warner Cable and contracted services for Cable, Internet, and Home Phone. The services were set up through a Time Warner Cable Building Concierge. The flyer advertising the concierge services stated that there would be free instillation if ordered through the concierge. The instillation was performed on 7-17-15 and we remitted the payment due for the first (upcoming month) of service at the time of the instillation to the instillation tech. We received our first billing statement representing coverage dates of 7-17-15 through 8-16-15 and the amount listed as due was more than TRIPLE the amount quoted for monthly services and it did not reflect the amount paid at instillation. I reached out to the TWC Concierge and was told she would take care of it. We exchanged a few phone calls and I was informed that she had her manager involved. After hearing nothing about the issue for a few days I called the TWC Concierge back, she was on vacation so I spoke to her colleague. The colleague was very short with me and stated that she would look into it and call me back that night or the following day. She was just about hang up and I said do you need my number? She replied I have it on your account and then she hung up. I never did receive a phone call back from her. I then called Customer Service at 1-800-TWCABLE. I spoke to a rep who looked at a few notes on my account and continued to tell me the full amount of the bill was correct and due. After explaining the whole situation to her as asking for an adjustment and a corrected billing statement she put me on a 20 minute silent hold. She came back onto the line for a moment and stated that she was still looking into my account and put me back on a silent hold for 10 mins then some hold music came on and a new rep answered. I told the new rep I wasn't sure why I was transferred to him and he had no clue as to why I was speaking to him. I asked if there were any previous notes on the account from the last rep and he said no. I became frustrated and hung up. I called the TWC Concierge back and got a hold of the rep I set up services with. I explained what happened with the phone call to customer service and again was told that she will take this to her manager and they will get this resolved. An escalated case was created to get his resolved. I did not hear back from the concierge but by now a second bill had come in the mail. There was a credit on the bill but not nearly enough. I was still being billed for a large past due balance. I again called the concierge and she once again brought it to her manager and another escalated case was opened. I had to email the concierge multiple times to get status updates and usually on the second email a brief response was sent. I was advised to pay only what I was contracted for and that they will resolve the issue. I paid my contracted rate and a few days later received my third incorrect billing statement. I am now being charged collection fees and have been receiving collection calls from TWC on my home phone. Today I did a chat with a rep online to inquire about the escalated case and was informed that. "The issue ticket you provided has been closed and you will have to contact our Account Service Team to get the billed reduced." I sent an email to the concierge and followed up with a voicemail to her. I have not had a response.

Desired Settlement: I need the bill to be correctly credited, the collection calls to stop, and any credit bureau reporting under my name corrected as soon as possible. I would like an additional credit for the amount of time and effort I have put into resolving this issue.

Business Response:

RE:  Customer: **** *****

Case ID:  ********

 

Time Warner Cable reviewed Ms. ******* concerns for billing to be corrected, collection calls to stop and credit bureau reporting under her name corrected, and compensation for time and effort put into a resolution.         

 

Our Concierge Team spoke with Ms. ***** on 9/24/15 to address her concerns.  An credit of $99.78 was applied on 9/23/15 for installation, and an additional $109.35 credit is in the process of being applied for billing issues.  Customer was informed the account has not been sent to a collection agency, and has not had a negative credit impact.

 

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

 

Sincerely,

Time Warner Cable

 

 

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. Should the request to credit my account that was submitted on 9/24/15 by the concierge be denied, I will file another official complaint until this is fully resolved. 

Regards,

**** *****

9/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Time Warner is charge me two return check fees on payments they never received. We had to contact them twice due one check payment not being received and then a payment over the phone that was made through their automated system. We received a confirmation # that the payment went through but then received a past due notice. When we contacted Time Warner they stated they never received the payment so we sent in another payment. We where then charged two return check fees totaling the amount of $60.00 for payments they never received. These payments where never pulled from my account or returned. I decided to cancel my service due to the issue and took my equipment to the local Time Warner store in Appleton on Mutual Way, we asked that they waive the $60.00 in return payment fees and send us a corrected bill. I advised that i would pay the $120 owed once they sent me a correct bill, but never received the bill. I then contacted them over the phone due to receiving the incorrect bill for $180.00, i was advised that they did see i was charged incorrectly and they would send me the correct bill. i still did not receive the corrected bill but received a collection call in regards to my past due balance, so i called them again and was advised the same thing. After several months i received a bill for $180.00 from a third party collection agency due to not paying my bill, which i have no issue paying what i owe. So i called time warner again on Thursday, August 26, 2015. I asked to speak to a supervisor since my issue was still not resolved. I was advised that the supervisor was on another call, I asked if his supervisor was the only supervisor on the floor and he stated he would find another. I was placed on hold for 15 minutes for the agent to come back and ask if my issue was due to the third party, i advise it was but did not want to talk to the third party since my bill was still incorrect. I asked for a supervisor again and then I was hung up on. I called back immediately to a different agent whos supervisor was also busy taking another client call. I waited on hold for several minutes for him to come back and ask my issue. I advised that i needed the $60.00 fees waived and a correct bill sent to me for the $120.00 so i could pay. he then stated if i pay the $120 over the phone he would waive the fees. I advised that the fees are not valid and i want a correct bill. He stated he did not have all the information on my account since it had been closed and then advised me a supervisor would call be back in 7 - 10 business days. As of today i have not yet received a call back from anyone at Time Warner. In all this time i had no issue paying what i owe for the service i received, however, i have spent way to much time on this issue trying to get a correct bill. And when i try to escalate the issue no one is willing to assist me.

Desired Settlement: I want the account removed from collections and due to the length of the issue and no repsonce I want the full amount cleared. every time i contact Time Warner i advised them i have no issue paying what i owe, but i want an adjusted invoice to send in my payment. Since they could not provide this I assume they don't want my money or business. I want no relationship with Time Warner or contact from Time Warner, I just want them to clear my balance

Business Response:

Good Morning

We reviewed all billing on Mr. ******'s account. Our records indicate that Mr. ****** was only charged 1 returned item fee. We show that a returned item fee was charged to his TWC account on 8/21/14 for $30.00. We show that the $30.00 was credited to his TWC account on 10/21/14. If Mr. ****** has documentation of another returned item charge to his TWC account he will need to submit the statements that show so that we can research it further. Attached are the statements that show the only returned item fee and where we credited it. The August statement shows the returned item, and the October statement shows the credit. The balance of $189.95 is valid. If there are additional questions or concerns we can be reached at ************.

Thanks

9/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I added the home intelligent SECURITY ALARM service to my cable service almost a year ago . What caught my eye was at the time warner was offering a 300 reward card after 90days of service of the alarm system. I have had my system over 1 year never received the promotion .

Desired Settlement: Receive visa card as promised

Business Response: We have reviewed Ms. ********** account; unfortunately she does not qualify for the promotion in question due to the fact she did not keep her account current for a period of 90 days.  Our terms can be found here http://www.twcbetterreward.com/Terms

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: 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,

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

9/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Twc has charged us a $30 returned payment fee. We have never returned a payment, our payments have always been timely and in full. I have called to clear this up 3 times now and I still received a bill totaling over $158. My bill is $115 monthly. It is due the 10th of every month, yet my services have now been shut off. When I call to discuss, I am directed to call other numbers, all requiring payment to restore.

Desired Settlement: I would like the $30 returned payment fee off of my statement, once and for all and my services restored without having to spend hours on the phone again. My bill needs to be adjusted to the $115 due on the 10th. I would like a call when complete.

Business Response:
We finished the research into Ms. *****’ complaint. The account shows a payment was placed via the web on 06/10/2015 in the amount of $115.31. That payment was rejected due to the information that was entered. The account was not found. That is what generated
the addition charge of $30.00. The account has a method of payment restriction for the checking account. We cannot waive the return item fee if the information provided was given by customer. The account currently has a balance of $37.83 that is due on 09/10/2015. If that payment is not received by the due date a late fee of $7.50 plus tax will be added to the next bill. Time Warner Cable considers this a closed complaint.

Regards,

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,

***** *****

9/16/2015 Billing/Collection Issues
9/16/2015 Problems with Product/Service
9/16/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I called TWC customer service at 5pm on Thursday 3 Sept. My cable service was not working. They said there was an outage that would be fixed by 10pm. On Friday 4 Sept 0645am when I called again it still wasn't fixed. Their customer service said the it would be escalated to their bridge and I would get an update by 10am. Low and behold I received no call. It is now 7pm Monday 7 Sept and I am still without a cable service due to the same TV error on the screen. When I called today just now I was so frustrated I asked for a supervisor as I have been without cable for for 6 days now. I was told I would get a call in 1 hour. More lies as nobody called. On complaining on their Facebook page I was told their operator had noted a call could not be guaranteed in 1 hr even though they told me so. More lies. Their social media facebook people Julie and especially *** were unhelpful condescending and could not offer any solutions as to why I have missed 6 days tv on labor day weekend. *** was particularly rude in suggested he could cancel a technician at anytime if he felt like. This company who I am paying these past 6 days have lied made excuses and as we stand I still have not had any service. *** on their social media said I needed to contact billing for adjustments in payment yet on Friday 4 Sept the operator said my bill would be adjusted. They are reluctant to give up managers names directors to hide their ground level poor service and treatment of customers. This company is an absolute joke.

Desired Settlement: I want my bill reduced an apology and compensation for loss of service for 6 days and their false promises.

Business Response:

September 14, 2015
              
 
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.
 
On September 3, 2015 Mr. ****** contacted TWC’s customer service indicating an issue with his cable service. The rep proceeded to take normal troubleshooting steps to resolve, however this was unsuccessful due to an area outage. Mr. ****** at that time was told that the estimated time of repair was 9p-10p and he was ok with that.
 
 On Sept. 4, 2015 Mr. ****** contacted TWC again due to his service still being out and requested that a tech be scheduled to come out on Tuesday 9/8/15 after 5pm. Because there was previously an outage a service appointment was not set up at that time.   Mr. ****** next call in to TWC took place 3 days later on Sept. 7, 2015 and at that time a service appointment was scheduled for Tuesday 9/8/15 6p-7p.
 
After speaking to Mr. ****** and apologizing about his experience he was made aware that he was already issued a credit of $33.03 for the services being out. Mr. ******’s monthly rate post tax is $88.25 and 6 days of service amounts to $17.65. Mr. ****** felt that that amount was not sufficient enough. He was then offered a credit of $20 more making his total credit $53.03 and a reduced bill which would take his monthly bill down to $72.57 until May 2016. Mr. ****** is aware that his original promotional rate will expire at that time and the extra discount that was provided today will expire on 9/4/16. Mr. ****** accepted this offer as satisfactory.
 
We regret any inconvenience this may have caused Mr. ******. Thank you for the opportunity to respond to this inquiry.
 
 
 
 
Sincerely,
***** *****
Customer Escalation Specialist
Time Warner Cable Kansas City

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

Better Business Bureau:

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

Regards,

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

9/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am being asked to pay for internet services that I had called and cancelled in the past. Due to the fact that I did not return my modem after contacting them to disconnect my services and get my bill paid current, they kept my service active and did not explain that I would have to pay for the upcoming months. When I called them to find out why I was continued to be billed they said it was because I didn't return the modem and would be responsible for the charges even though the modem was not plugged in and I was currently using AT&T internet. I was so angry at how poorly I was treated by the company I just didn't want to deal with it. I take accountability for this part I played in creating this billing issue, but now that I am trying to resolve the issue they are refusing to reverse the charges I incurred following my request to disconnect services. Again I was treated like I was an idiot for not understanding their internal policies and was told that I had to pay for the internet changes incurred following my request to have them disconnected. I have been given the run around and told different things from their various areas I've spoken to in how this should work, but the understanding that I have is that after a request to disconnect and not returning the equipment I should have only been responsible for 12 days of services. Not the month and a half they actually billed me. I dealt with a supervisor named Ward who made me feel this was all my fault opposed to working with me to resolve the issue understanding that I did not get their policies as a consumer. All I know is I put in a request to disconnect services on 10/30/13, was billed through mid December, and understand that their policy is to only bill for 12 days when equipment isn't returned. That is not fair, it's not my responsibility to know their policies, and I feel I'm being taken advantage of because I don't have another option to get internet and I need it for my job. I thought my offer to pay for the 12 days their policy says I'm responsible for was a fair trade off, but instead he said when I called to pay my bill current and cancel the service those rules don't apply for some reason. I think I'm being lied to, he said he has no supervisor over him to go to, and he is using my credit standing and ability to access services I require over my head to try and get a debt collection that I do not feel is legitimate. I need help. Thanks.

Desired Settlement: After the way I've been treated and lied to by this representative I want this debt wiped clean. This has made me so frustrated and angry I was literally shaking and have got no work done at my job. This is also impeding my ability to get my job done, and incurring now data plan charges on my cell phone because I have no internet at home. I work for a company that always does the right thing for the customer, especially when they may not have understood our internal procedures, and I feel the right thing was to bill me for the policy I understood which was the 12 days. But the way this rep handled my case is inexcusable and is causing me to incur more costs so I refuse to pay any money to this company now. I hope that someone can help with that.

Business Response:

Upon receiving Mr. ******** complaint, Time Warner Cable investigated the account which shows Mr. ****** owes a balance of $116.89.  Mr. ****** has been informed of this balance in order to be installed with Time Warner Cable services.  There was no order for a request disconnection in October 2013 or in October 2014 and the equipment remained on the account until August 17, 2015.  Time Warner Cable has mailed out six bill statements to remind Mr. ****** of the balance on his Time Warner Cable account.  Any questions regarding the balance, Mr. ****** can contact Time Warner Cable Risk Management department at 866-967-7408 for further assistance.  Time Warner Cable has denied all service to Mr. ****** until the delinquent balance is paid in full.  Time Warner Cable apologizes for the inconvenience this situation may have caused and consider this issue 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.

This is a lie. I've been told by several of their reps they see the note in their system for my order to cancel on the the 30th of October. I did follow up with them in December about the continued billing. I have since returned the equipment and was told standard policy is to Bill 12 days past the original disconnect request. Negligence to handle this on my part does not constitute a monopoly to entrap me into paying for services I did not use or understand I was liable for. A request to disconnect service means they no longer have a right to Bill me. 

This issue is not closed and I will continue to fight this until I, the customer is satisfied.

I will not be bullied by a corporation that is blatantly lying when having the issue reported to the BBB. I find this a gross and pathetic way for a corporation that makes profits so large a mere $116 to conduct customer relations.

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

Regards,

**** ******

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 don't know how many times I have to say this but I've called on multiple occasions and have been told there was a request order to disconnect on October 30.  I've also called  and have been told that no one processed the order.  I just need to know if the only recourse I have is to contact a credit lawyer to pull the actual records that I've been read to buy their own sales representatives  to resolve this issue. 

 This process isn't doing anything for me so I just want to know what I need to do to get the information I've been told actually exposed so that I can no longer be liable for paying a bill but I'm not supposed to pay for.

 Everything that Time Warner keeps saying is a bunch of lies.

Good thing I'm already moving AT&T will be back in my life.
Regards,

**** ******

Business Response:

Time Warner Cable will not be making any changes from the last 2 responses and has considered this issue closed.

9/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was promised a $300 gift card by 2 of their reps by phone that they would be sending out to me directly right away and they broke that promise to me for all my troubles and for retaining my services with them. I have been a customer for over 10 years now and my account has been in good standing ever since. They have been giving me the runaround on this over the past week and a half. I am so upset and so angry with them now. I am seriously considering taking my business elsewhere to someone else to another company. Time Warner Cable is not living up to their motto anymore to keep a customer happy and to keep their business. They have lost my trust!

Desired Settlement: i want my $300 gift card that their reps promised me by phone to be sent out to me directly right away. I am not waiting another 60 to 90 days for this. I am a very dissatisfied customer now!

Business Response:



August 31, 2015

*** *******

BBB
of Wisconsin

10019
W. Greenfield Ave.

Milwaukee,
WI 53214

                               

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

                                                Case
ID:  ********

 

Dear Ms. ********

 

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

Time Warner Cable has investigated Mr. ******’s account and has and our office has previously addressed this issue with him directly where we found that Mr. ****** was
confused with the terms and conditions of the $300 Retention gift card offer.

As it was explained to Mr. ******, and found on our Better Rewards website (www.twcbetterreward.com) under the Terms and Conditions page, all customers must register for their gift card
using a redemption code that TWC sends to the customer and must also maintain their current level of service and keep their account in good standing for the next 90-days of service. Once these stipulations have been met the customer’s gift card will be mailed to them and they will receive it within 4-6 weeks AFTER the conclusion of their 90-day period. Mr. ****** was provided this information several times and it was explained to him that these terms and conditions are non-negotiable but he was unsatisfied with the terms and conditions of this offer.

Currently, Mr. ****** is on track to receive his gift card provided that he registers for his gift card with the redemption code that has or will be sent to him.

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,

**** ****** I was promised by 2 of their reps by phone that they would be sending me a gift card directly right away on 2 different days. I have already called in to Time Warner Cable and I am currently canceling my services with them as of the 11th of this month and going with a new company because Time Warner Cable is not keeping the promise that was made to me by 2 of their reps by phone. I am very dissatisfied and very unhappy with my services with them and the way that they have treated me over the past 3 weeks. If they won't keep the promise that was made to me by their reps then I am done being a good customer to them. I will never go back to Time Warner Cable ever again. I am done being nice to these people.

Business Response:

September 2, 2015

*** *******

BBB of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

                               

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

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

 

Dear Ms. *******:

 

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

 

Time Warner Cable stands by its original response and please note that if Mr. ****** chooses to disconnect his services during the 90-day period he will be disqualified from receiving the $300 Visa gift Card reward.

 

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

 

 

Sincerely,

Time Warner Cable

9/9/2015 Billing/Collection Issues
9/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The amount of calls they make to collect one passed due payment is insane and harassing. The automatic collector doesn't stop. It continues: All. Day. Long! A few reminder messages a couple times per week would likely elicit a much more positive response from me and probably other human beings. No one likes to be harassed incessantly for $55. No one. I hadn't received their last bill because I moved out of my old apartment early and was out of town for a few days so I have not had time to physically go to their store to return their box and make their payment. I admit that I am guilty for being past due on my bill. However, their automatic bill collection system does not stop calling me all day long. It’s been five days since the calls started. I can’t take it. There are days when I've received calls as late as 9 PM and as many as 5 or 6 calls per day. I know they must collect--but this is excessive. I could see calling 5 time per week--but 5 times per day. The first day they started calling--like 4 or 5 calls that day--I was traveling, so I didn't even notice until late that night. The next morning, I woke up to their first call by 8 AM. I decided to ignore them until I had time to deal with them when I was to return home in 2 days. But the calls just kept coming. Everyday. Multiple times per day. Additionally, their automatic message inundates my voicemail--to the point where I had a patient complain that he was not able to leave a message because my voicemail was full--and it was, mainly from their automated messages over a period of 3 days (I stopped wanting to listen to my voicemail after 2 days and let it go for next few). And even if it was $200 or $1000, you can't--and shouldn't--make a human being pay it by harassing them with an automatic collector. It just doesn't work. It makes people angry, embarrassed, and rebel against wanting to do business with you. And, the only reason people continue to use your business is because you have monopolized the industry and there are no other choices.

Desired Settlement: Stop calling so excessively. A few reminder messages a couple times per week would likely elicit a much more positive response from me and probably other human beings. No likes to be harassed incessantly for $55.

Business Response: Unfortunately anytime that there is a past due balance on an account, these calls will continue to be received. The automatic dialer is programmed for daily follow up.  We do understand your frustration and have passed your concerns along to our Collections group for consideration.  We look forward and continuing business with you as a Time Warner Cable value customer.

9/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Time warner cable has been adding charges onto my account from a collection balance from 2004-2005 when I was a minor due to someone else using my information. Multiple customer service reps kept telling me the issue was resolve and also stated due to how old the charges are they can not bring the charges back from collection and include with my current charges. I have been making payments every month and no one told me it was being applied to the charge off account and when I got the service turned on in December of 2014 I was also not advised There was a balance in collection. Due to the lack of knowledge their service reps have they are now saying I owe $542 and also still can't tell me what's in collection or what was the total balance. I haven't receive I bill since May of 2015 so they are not providing any documentation to support what I'm being told over the phone. I have spoken with the fraud department and customer service over 10 times in the last 2 months being told different answers. I'm highly upset and disappointed about the lack of correct information that has been provided to me and the willingness to help solve the issue that I am having. Supervisors don't want to talk to me and they also don't understand what's going on with my account. My service is now going to be disconnected because of information that was not accurate that was provided to me.

Desired Settlement: My bill needs to be adjusted for the collection balance due to multiple reps and at least one supervisor and 2 fraud department reps saying the balance was resolved and taken off of my bill. And service needs to remain active as a courtesy my service should be free for at least for the two months I spent on the phone taking time from my family talking to multiple reps for over an hour at a time. All calls from my account need to be listened to by A supervisor to prove what I am saying is valid!

Business Response: Tell us why here...Time Warner Cable reviewed Ms. ******** complaint and verified that that debt in question of $597.42 is over 10 years old and has been moved back to the previous account as we do not pursue debt over 7 years.  Ms. ******** account has been credited for $47.52 for late fees.  The account is not scheduled to be interrupted due to non-payment. 
Time Warner Cable apologizes to Ms. ****** for any inconvenience this situation may have caused. 
 

9/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 5 days after I stopped my service I was getting phone calls from a collection agency demanding payment. I had not got a final bill from TWC and told them that and to stop calling me. They continued to call and I told them I'm not paying them and until I get a final bill from TWC.

Desired Settlement: Have TWC stop their collecting practice. They need to let the person get the final bill and have a chance to pay it before going to collections.

Business Response:

RE:      **** ******
             Complaint # ********
 
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter.
 
After reviewing Mr. ****** TWC account the following has been determined. Mr. ****** returned his TWC equipment on April 20, 2015. Upon returning the equipment there was a final balance of $63.66 on the account due to TWC.
 
In an effort to reduce bad debt and increase equipment recoveries prior to write off, TWC’s Payment Services Recoveries team utilizes four internal collection agencies to assist in these efforts. 
These agencies will contact customers in an attempt to resolve their past due balances and retrieve equipment prior to their account being written off and sent to an outside collection agency.
Although we are pursuing unpaid disconnected account balances earlier with this new program, we very much recognize the importance of the customer’s experience – even in delinquent situations.  It’s our hope and expectation that an early, but “lighter”, collections effort will prevent more customers from ultimately being reported to a credit bureau. We understand that this effort may not be appreciated by all customers but TWC feels these efforts are in the best interest of our customers.
In Mr. ******’s case, TWC would like to extend an apology due to the request that he made not to be contacted, after stating that he will make a payment upon receiving a final bill, not being honored.
 
We regret any inconvenience this may have caused Mr. ******. Thank you for the opportunity to respond to this inquiry.
 
Sincerely,
***** *****
Customer Escalation Specialist
Time Warner Cable Kansas City

8/31/2015 Problems with Product/Service
8/28/2015 Advertising/Sales Issues
8/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was quoted a price for services, after the services were installed I was told the price would be higher. I called numerous times and talked with numerous people only to get the same story over and over that there was nothing they could do and that they were sorry. I also had a problem with installation, the technician put a hole in my wall and did not fix the wall, he was unable to install our cable properly and after listening to him complain and get angry about the situation we told him to just get done and leave. we were just moving into our new home and now we have a hole in the living room and a black cable up our wall, I filed a damage claim and was told I would be contacted within 24-48 hours and did not hear back from them. I called back and now I have to wait another 3-5 days to maybe hear back from someone. meanwhile I have to live with a mess in my living room of my new home. I have had to call TWC 5+ times since my installation on 08/15/15 it is now 08/18/15. very frustrated with the runaround and unwillingness to provide decent customer satisfaction. I would have never switched our services to TWC had they told me the real price I would be paying. I am disgusted and want out but am afraid they will sock me with a ton of other charges for cancelling, even though I AM NOT IN A CONTRACT and I am afraid to leave before they fix my wall. Horrible, Horrible Horrible experience!!!!

Desired Settlement: I want my wall fixed and I want the price I was quoted or I want out of the services before any other frustration from this horrible company. I will be looking for other providers because I have no confidence in this company and I am afraid that I will have other charges to my account and end up having billing issues like thousands of other customers.

Business Response: Tell us why here...Time Warner Cable has reviewed Ms. ***** compliant and verified that she called on 8/16 to dispute the charges saying that she was quoted $136.24 including tax.  It was explained to her that that was the monthly rate before tax.  As a result of the misunderstanding an additional promotion of $5.00 for 6 months was added as a one-time courtesy making the monthly rate $144.35.  On 8/16 Ms. *** also called in to report damage that happened to a wall in her home that occurred during installation on 8/15.  A damage ticket was entered.  We have escalated the ticket to the proper department.  Ms. *** will be contacted at the number she provided.
Time Warner Cable apologizes to Ms. *** for any inconvenience this situation may have 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 been in contact with TWC and the majority of my complaint has been resolved. The technician (****) that was sent to my home to resolve the damage and phone issues was very professional and knew his job well, he came back again on 08/25/15 to finish the job as promised. I am pleased with how he handled the situation. I still do not know what my monthly rate will be but I was assured by another TWC employee (*****) that I would be getting the rate I was quoted $136.24 or better. All in all this situation has been very stressful with moving to a new home and having to call TWC numerous times. I have heard numerous stories from other TWC customers about getting the runaround with billing and other issues. I would hope that in the future TWC would train their employees much better so that they are not quoted the wrong price and then basically told sorry nothing we can do about it, TWC is a large corporation that relies on the general public to stay in business so I would hope that Customer Service would be their top priority. In news that backs up the results of a recent Consumer Reports survey, Time Warner Cable’s pay-TV service is not just dead last on the American Customer Satisfaction Index’s rankings of cable companies, but of all companies in the entire Index. I would like to have a long-term, healthy relationship with TWC as changing service is not something that is easy or something that I want to do on a regular basis, but the company needs to be held responsible for their actions. I am hoping that TWC will stand by the original price I was quoted as I was told they would by ***** and then I will be completely satisfied and my faith in TWC will be renewed.

******* ***

Regards,

******* ***

8/21/2015 Billing/Collection Issues
8/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I checked my bank account and seen that on July 24, 2015 Time Warner Cable removed $30 from my account for a return fee. I did not authorize this company to go into my bank account and pull this amount out. When I did try to discuss this with Linda (internet chat) and another individual over the phone (hard to understand and didn't get name) they state Time Warner Cable did not pull the funds out of my bank account. Prior to their contact, my bank stated I needed to discuss further with Time Warner Cable about this charge. Any other agency or business applies the additional fee to the billing for the following month, they do not just go into someone's bank account and do an automatic withdrawal without consent. I have now gone negative in my account because of this transaction. Let alone I apparently also placed a automatic withdrawal on 7/20/15 for a $60 payment. I did not authorize this payment to be withdrawn on 7/20/15, I did do an authorize for 7/17/15. The online instructions stating that a individual has 24-48 hours to cancel payment is not clearly stating it had to be before the transaction posts to the account. As I did try to locate how to cancel the payment online through their website after I established the deduction and could not locate how to cancel the payment.

Desired Settlement: I would like the $30 fee that was charged to my account, along with an additional $30 to cover the bank fee that was applied to the account due to this transaction.

Business Response:

Hello All,

********* ******* BBB has been addressed. Please review attachements.

Have a great day!

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

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 investigated Ms. ******* claims.  On July 16th 2015 our record shows a check payment was made to TWC by Ms. ******* online through the customer’s TWC “My Account”.  The Checking Account # ended in 7031 was used to make this payment in the amount of $60.  The payment was reflected onto Ms. ******* TWC account by July 17th, 2015.  TWC will make a 1st attempt to retrieve the funds however, if the funds are not available on that 1st attempt, Check Veolocity will attempt to retrieve the funds.

 

Check Velocity is the vendor we use to attempt to collect on non-sufficient funds (NSF) checks/EFT. NSF checks will be sent directly from our bank to Check Velocity and they will attempt to collect from the person who wrote the check. Check Velocity will attempt to collect the payment as an electronic payment up to two times from the customer’s bank account. Check Velocity will also attempt to collect the Returned Item Fee as an electronic payment up to two times from the customer’s bank account.

 

On the customer’s monthly billing statements which are generated and mailed out to Ms. ******* on the 26th of each month, it make the customer aware under “Customer Information”: 

 

  • If your check is returned, you expressly authorize your bank account to be electronically debited for the amount of the check plus any applicable fees. The use of a check for payment is your acknowledgement and acceptance of this policy and its terms and conditions.

 

Attached is a copy of the customer’s billing statement which reflects this information on page 4 of 6. 

 

 In addition, on the website it made Ms. ******* aware after she made her payment “You can modify or cancel this payment up to 48 hours prior to the selected payment date”. Once the funds are deducted from the customer’s checking account it will not allow the customer to cancel or modify the payment.  

 

Due to this not being an error of TWC unfortunately, Ms. *******’s request to have fees refunds back to her account has been denied.    

 

The cornerstone of our philosophy has always been to provide "excellence in customer service" and we will continue working to provide the high quality of service expected and deserved to our customers.

Sincerely,
Time Warner Cable

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(815B3/4C) Upgrade today. 1-855-530-7620 www.twc.com/upgrade UUN SS5FF05G 7630 1000 NO RP 27 07272015 0000427 001 Page 2 of 6 7630 1000 NO RP 27 07272015 0000427 002 1320 DR MARTIN LUTHER KING DR MILWAUKEE, WI 53212 Please detach and enclose this coupon with your payment. *305003311* Payment due date DO NOT PAY 10404-305003311-6001 Account number **Please allow 7-10 days for delivery and payment processing. See reverse side for more convenient payment options. Total amount due -$12.72 Amount enclosed STEPHANIE ******* APT 208 2615 S CALHOUN RD NEW BERLIN, WI 53151-2768 TIME WARNER CABLE PO BOX 4639 CAROL STREAM, IL 60197-4639 104040010043050033116400012724639 Experience the Future of Home Security and Management with IntelligentHome. Connect, Control and Protect Your Home from Anywhere. Add IntelligentHome Today! Call 1-888-515-8761. Watch Live TV on your devices, at home or on-the-go, with our free TWC TVt app. Now available for Starter TV customers on PC, iOS, Android, Xbox One and Roku. Now with our Unlimited Calling you can make free calls to the US, Canada, Puerto Rico, Mexico, China, Hong Kong and India. Now enjoy having your upgraded services installed at your convenience with a 1-hour appointment window. Now access over 400,000 free TWC WiFit hotspots nationwide. Use our WiFi Finder app to easily get online. Sign up for free paperless billing through twc.com/account or our My TWCt mobile app - just use your customer code on this bill. Page 3 of 6 Account number 10404-305003311-6001 Customer code 1958 Customer Service Call us anytime 1-800-TWCABLE Visit us at twc.com Due date Service period Amount due DO NOT PAY 08/02-09/01 -$12.72 Stephanie ******* Apt 208 2615 S Calhoun Rd New Berlin, WI 53151-2768 Thank you for being a valued Time Warner Cable customer. To learn more about our advanced products, please call 1-800-892-2253 or visit twc.com Previous balance & payments Balance last statement 110.05 Payments received as of Jul 25, 2015 -170.05 Credit balance -60.00 Current month Monthly services 44.99 Taxes, fees & surcharges 2.29 Do not pay -$12.72 7630 1000 NO RP 27 07272015 0000427 002 Pay online Go green with online bill payment. Sign up at twc.com/account Have your account number and customer code ready, found on the top of this page. Pay by phone Call us anytime at 1-800-TWCABLE; simply say "pay my bill" to pay your bill for free. Or you can speak to someone live with any questions about your bill. Customer information Experiencing technical issues with closed captioning? Call 1-866-892-4249, email closedcaption@twcable.com, or fax 1-877-430-1386. Address written complaints to A. Long, Legal, 13820 Sunrise Valley Dr., Herndon, VA 20171, email twc.closedcaptioningissues@twcable.com, or fax 1-704-697-4935. To follow up on a written submission, call 1-877-276-7432. If your check is returned, you expressly authorize your bank account to be electronically debited for the amount of the check plus any applicable fees. The use of a check for payment is your acknowledgement and acceptance of this policy and its terms and conditions. To view the call detail for your Home Phone calls, go to twc.com/account For information on any programming changes in Southeast or Northeast Wisconsin, please consult the legal notices published in the Milwaukee Journal Sentinel and the Green Bay Press Gazette on the 1st and 3rd Wednesday of each month or on twc.com Visit twc.com/careers for career opportunities at Time Warner Cable. TWC imposes surcharges to recover costs of complying with its governmental obligations. Franchising Authority: FCC ID#WI0260 WI Dept Financial Institutions, P.O. Box 7846 Madison, WI 53707-7846 Converter leased by TWC Wisconsin Procurement LLC, an affiliate of Time Warner Cable. Page 4 of 6 Stephanie ******* Do not pay : -$12.72 Account number 10404-305003311-6001 Customer code 1958 Statement date Jul 27, 2015 Previous Balance Balance last statement 110.05 Total previous balance 110.05 Payments 07/17 Payment received -60.00 07/20 Payment received -110.05 Total credit balance -60.00 Monthly services 08/02-09/01 Time Warner Cable Promotion 34.99 Includes: Standard Internet Turbo Internet Upgrade 10.00 Total monthly services 44.99 Taxes, fees & surcharges WI State and Local Taxes 2.29 Total taxes, fees & surcharges 2.29 Do not pay -12.72 Reach us at your convenience In person 1511 S. 108th Street, West Allis, WI 53214 Monday-Friday 9am-6pm Saturday 9am-1pm On twc.com Visit twc.com/account to pay your bill online, view FAQs/self-help options and chat with live agent. Just have your customer code above on hand. Through your mobile device With our free My TWCt app. Over the phone Call us anytime at 1-800-TWCABLE to speak to someone live with any questions about your bill. INTELLIGENTHOME THE FUTURE OF HOME SECURITY AND MANAGEMENT. Next-gen home security Secure and manage your home easily Remote access Monitor your home while you are away IntelligentHome touchscreen Included at no extra charge See next page for details. Access 24/7 home security from anywhere with IntelligentHome. Plus, FREE Installation — a $ 99 value IntelligentHome $ 3999/ mo. only ** **18-month term and TWC Internet service required. Get a $ 200 Visa® Reward Card † to use toward your equipment purchase. † Subscription to IntelligentHome and Time Warner Cable Internet is required to receive a $ 200 Visa® Reward Card. Customers must be in good standing and maintain all services for 90 days. Reward Card may take an additional 4-6 weeks. Other restrictions apply. Upgrade today. 1-888-875-4825 www.twc.com/intelligenthome SS5FF06D 7630 1000 NO RP 27 07272015 0000427 003 Page 5 of 6 UPGRADE TO THE BEST IN HOME SECURITY AND MANAGEMENT AND GET A $ 200 VISA® REWARD CARD. *Equipment purchase required. 24/7 monitored protection from our award-winning 5-Diamond rated Emergency Response Center. Conserve energy while you are away and save on energy costs. Lock your door remotely with Kwikset SmartCode door lock. Live indoor/outdoor cameras * let you check in from anywhere. Window or door motion sensors * send mobile alerts when triggered. Adjust your lights * and thermostat * from anywhere using the mobile app. Plus, FREE Installation — a $ 99 value IntelligentHome $ 3999/ mo. only ** **18-month term and TWC Internet service required. Get a $ 200 Visa® Reward Card † to use toward your equipment purchase. † Subscription to IntelligentHome and Time Warner Cable Internet is required to receive a $200 Visa® Reward Card. Customers must be in good standing and maintain all services for 90 days. Reward Card may take an additional 4-6 weeks. Other restrictions apply. Offer expires 12/18/15. Free Installation offer includes standard installation of IntelligentHome only. Early termination fee may apply. Taxes, fees, surcharges and equipment purchase charges apply. IntelligentHome and all features may not be available in all areas. Residential use only. Some restrictions apply. ©2015 Time Warner Cable Enterprises LLC. All Rights Reserved. Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc., used under license. Licensed by New York State Department of State — NYS Unique ID #***********, TWC Security Inc. d/b/a Time Warner Cable; NC: ASLB #583CSA; CA: ACO#7062; TX: B17430 Time Warner Cable 6400 Fly Road, East Syracuse, NY 13057, ACR-1762124, LMPD LIC 818, NJ 34BF00045600. $200 Reward Card offer expires 12/18/15. Offer available to new subscribers or existing High Speed Internet (HSD) Only subscribers who sign up for IntelligentHome. Customers must remain in good standing and maintain all services for a minimum of 90 days after installation. Customer must register within 30 days of installation or by 11:59 pm PDT on 1/31/16 (whichever comes sooner) at www.twc.com/betterreward with the redemption code which they will receive via email and/or postcard, and upload a bill from their previous paid video, HSD or phone service provider issued within the last 90 days, showing the service they are cancelling as proof of switch. Customer’s name and/or address on previous provider’s bill must match name and/or address on Time Warner Cable installation order. Eligible paid video providers do not include online-only video subscription providers. Paid phone providers do not include cellular providers. See full terms & conditions at www.twcbetterreward.com/Terms. Reward Card will be mailed approximately 4-6 weeks after the 90-day period. Reward Cards may be subject to issuer’s separate terms and conditions. Limit one (1) Reward Card per eligible residential service. This offer may not be combined with any other offers. Visa Reward Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc. The Bancorp Bank; Member FDIC. The Bancorp Bank is not affiliated in any way with Time Warner Cable and does not endorse or sponsor this offer. The Visa Reward Card is distributed/serviced by Interactive Communications International, Inc. as an authorized agent of either ITC Financial Licenses, Inc. or IH Financial Licenses, Inc. dependent upon the state where this Card is purchased. Terms & conditions apply. The Visa Reward Card may be used in the U.S. and District of Columbia everywhere Visa debit cards are accepted. The Card may not be used outside of the U.S. or the District of Columbia including Internet and mail or telephone order merchants outside of the U.S. or the District of Columbia. (815IHAP)

Consumer Response:

Better Business Bureau:

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

When reading through the terms and conditions on your website, prior to authorizing the one time payment, does it clearly state that this will be automatically deducted from my banking account of additional fees. It only states it will assess any then applicable fees or charges to my account. It clearly does not state to my banking account or to my service account through your company. This leaves your customers assuming it will be billed to their service account and reflected on their billing statement as do other businesses.

If you state this in your paper statement, you should also include that in your online terms and conditions that a customer has to agree to. Your paper statement reflects a check payment, where as an online payment is a one-time automatic withdrawal and not a check payment.

(b) Your Time Warner Cable account balance will be credited to reflect the amount of any Payment authorized by you through the Service after Time Warner Cable has initiated the processing of such Payment. Such credit is provisional and is subject to Time Warner Cable's final receipt of good funds. Your Time Warner Cable account balance will generally be updated to reflect this credit within three Business Days of the date on which Time Warner Cable initiates the processing of your Payment. Time Warner Cable will reverse any such credit to your Time Warner Cable account and may assess any then applicable fees or charges, including late fees or fees for non-sufficient funds, if your Payment is returned for non-sufficient funds or otherwise cannot be processed or is later charged back or reversed.

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

Regards,

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

 

 

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.

You are saying the same thing  as before without addressing  the fact that you did not state that in your terms and conditions when making  an online electronic payment. It should be included  in there as it is a electronic  transaction, not one with the use of a statement, as the individual is complying  to what the terms and conditions  are listed before selecting the I agree box. No where in my rebuttal did I discuss the issuance in error. You need to review your online terms and conditions on your online payment section. 

It is not listed in the second  section titled TWC Terms & Conditions Electric Bill Payment Service. Point 2 under this section does not reiterate what is on your paper statements. It's states under sub section b the following:

b) Your Time Warner Cable account balance will be credited to reflect the amount of any Payment authorized by you through the Service after Time Warner Cable has initiated the processing of such Payment. Such credit is provisional and is subject to Time Warner Cable's final receipt of good funds. Your Time Warner Cable account balance will generally be updated to reflect this credit within three Business Days of the date on which Time Warner Cable initiates the processing of your Payment. Time Warner Cable will reverse any such credit to your Time Warner Cable account and may assess any then applicable fees or charges, including late fees or fees for non-sufficient funds, if your Payment is returned for non-sufficient funds or otherwise cannot be processed or is later charged back or reversed. 

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

Regards,

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

 

 

Business Response:

Hello All,

********* ******* Rebuttal #2 has been addressed.

Have a great day!

8/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 4 days after having TWC installed I received a call from TWC that my account was overdue. 5 days after having my service installed I received a letter saying my checking account was debited for the amount that my check was for. I had cancelled the check (it costed me $11 to cancel) and sent the amount thru my bill pay. I have had to boot my cable box 2 times in the 5 days I have had this service to get all the channels I pay for. This total ***********

Desired Settlement: TWC gives the consumer what we pay for or they cut their prices to reflect their ****** service.

Business Response:

On 8/1/15 Mr. ******** was installed with Time Warner Cable service. Mr. ******** made a payment in the amount of $127.32 through our automated system on the day of installation. On 8/4/15 Time Warner Cable received information from the bank stating that the payment was on a closed account. The amount of $127.32 was applied back to Mr. ********’s account and due to the returned payment, a $30 returned item fee was applied to the account. Mr. ******** currently has a balance of $157.26. Time Warner Cable considers this matter to be resolved.

8/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Time Warner Cable (TWC) installed my internet service on July 13, 2015. The next day I contacted TWC technical support because I could not connect to the internet on my desktop. After more calls over the next couple of weeks, I was able to determine that the source of my trouble was my wireless connection. The technician connected my desktop with a wireless adapter, and I agree that seemed like the best solution at the time due to our furniture placement. However, after a couple of weeks, the wireless installation is VERY inconvenient. I prefer a wired connection. However, the TWC technician did not leave a box for the modem or an Ethernet cable here. Technical support stated that I would need to go to the local office and get a cable myself. I have three small children and this simple task is difficult for me. I asked for TWC to mail or send a technician with a cable. I am willing to help by moving my furniture to better accommodate TWC internet. I am disappointed that TWC cannot accept responsibility for the poor installation and lack of equipment provided to me. As a brand new customer, I would have liked TWC to better assist me in resolving their installation issues.

Desired Settlement: By the time I hear back from the business, I will have likely stopped by the local office to get an Ethernet cable. Fingers crossed this goes without trouble. I hope TWC can apologize and accept responsibility for the poor experience I have encountered as a new customer. A credit for one month's charge of cable would be great, too, as I have dealt with horrible wireless internet connections to my desktop since July 13th.

Business Response: Tell us why here...Time Warner Cable has reviewed Ms. ******* account verified that the installation included WIFI.  Ms. ***** found that the wireless connection did not work for her and wanted the desktop to be hardwired however she was not given an Ethernet cable.  She connected her own Ethernet cable and the services are working fine now.
Time Warner Cable apologizes to Ms. ***** for the inconvenience this situation may have caused. 

8/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called time warner in May to discuss new larger bill was told my previous promotion ended which caused the larger bill and someone would call and I would be offered a new promotion for June. No one called so I called July 9th to cancel. I payed around $400 between those two phone calls to become current and cancel. During the 7/9 phone call I was talked into a new promotion which involved getting a phone line that I did not desire in order to save money. I was also promised a $300 gift card after 3 months of on tike payments. I was also told my first payment would be due 8/25 in the amount of $184.63. The tech came out on July 13th to install the modem which took about five minutes. I called July 27th to verify my exact due date and the automated system informed me I was past due $259. I Spoke to a man who told me I was charged numerous installation fees and agreed to waive them. Still leaving me with $192 past due. He promised to speak to his supervisor and see what other adjustments could be made because my account was confusing. He promised a return call at 10am july28th . I never received a return call. I called back July 30th and demanded to speak to a supervisor. The csr told me that was not possible and attempted to resolve the issue on his own by reading my account information back to me. when that didn't satisfy me he told me to hang up and call back to speak to a supervisor. I wanted to know why he couldn't just transfer me to which he encouraged me to "just hang up" finally he told me he could connect me to his supervisor after all. I spoke to his supervisor who assured me that the woman I talked to back on July 9th was correct and my payment of $184.63 wasn't due until 8/25 and said to disregard the automated systems amounts due as well as all previous customer service reps. I requested he email me that information I which he promised to send within the hour. I never received an email. I went on vacation July 31st and when I returned 8/2 my cable had been shut off. I promptly called and spoke to a woman who said my account information was very confusing and transferred me to her supervisor would told me I had to pay a minimum of $102 to retain services. I said I didn't want to retain services so he transferred me to someone who supposedly could cancel me. That person informed me he could not locate my account information placed me on hold and disconnected me. I called back and spoke to a woman who also said she had to transfer me in order to cancel. The woman I was transferred to told me she could not cancel my services because a disconnect was ordered and they will continue to charge me until at least then. I have been charged for things I didn't agree to nor was I made aware of and now they are forcing me to continue services because I refuse to pay for something I didn't agree to. I have been given the run around and have spent a total of 6 hours on the phone this week alone in an attempt to resolve this issue.

Desired Settlement: i would like to cancel my services get a credit for the supposed past due amount.. I don't agree that I owe anything past due.

Business Response: August 4, 2015
 
*** *******
BBB of Wisconsin
10019 W. Greenfield Ave.
Milwaukee, WI 43214
 
                               
                                RE:          Customer:  ***** ****
                                                Case ID:  ********
 
Dear Ms. ********
 
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding ***** ****** complaint.
 
Time Warner Cable has investigated Ms. ****** account and has found that she has been consistently past due each month on her account since 2009. We have confirmed that her 12 month promotion ended on 6/5/2015 and she opted to upgrade her service to secure a new 12 month promotional rate which went into effect on 7/13/2015. We have also reviewed her payment history and have found that she has only paid her past due balance on her account to avoid a disconnection but on 7/31/2015 our compliance department reviewed her account and per this department’s procedures placed a non-pay disconnection on her account due to the amount of time the account was in past due status. Ms. **** paid the minimum amount to restore her services on 8/03/2015 and opted to downgrade her services to internet only which was back dated to 7/13/2015 as a courtesy. After review of her account it has been determined that all of the charges on her account at this time are correct and no further credit is warranted.
 
If Ms. **** wishes to cancel all of her services she must return all over her TWC cable owned equipment to one of TWC’s Sales and Service Centers. If Ms. **** wishes to continue with only internet services she must return her cable boxes immediately to avoid being charges for unreturned equipment.
 
Time Warner Cable apologizes to Ms. **** for the inconvenience this situation may have caused.  The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. 
 
 
Sincerely,
Time Warner Cable

8/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Raised my monthly bill by $50 with no advance notice, was kept on the phone with them for 2.5 hours trying to lower my increased bill because they kept transferring me to "the person who could help me", requested refund for increased price for two months (back to June increase), they messed up my email so that I could not receive any emails, and shut off at least two of the tv channels without notifying me nor obtaining any authorization from me. Bottom line is that I'm still paying $20 more per month for less services and waiting for them to get back to me on the refund for June that is still due from them.

Desired Settlement: I still expect $30 refund for the overbilling/increase for June 2015.

Business Response:

August 13, 2015
              
 
Complaint Department
Better Business Bureau
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.
 
After reviewing Ms. ****** TWC account the following has been determined. On April 25, 2015 Ms. ****** reached the end of her 12 month promotional offer that she signed up for. At that time a new promotional offer, with a modest increase, was placed on the account as a courtesy instead of it going to retail rates.
 
TWC does allow 30 days to address any billing discrepancies that may arise. Ms. ****** contacted TWC on July 31, 2015 to address the discrepancy. The customer representative was able to lower Ms. ******’ rate by adding a new promotional rate that will last for 12 months. The rep did make the new promotional rate retroactive 30 days but Ms. ****** was requesting for it to go back at least 60 days. As a 1 time courtesy an adjustment was made on Ms. ****** account that allowed the new rate to be retroactive to 4/26/15.

Ms. ****** now understands that there is a specified time allotted for discrepancies. Ms. ****** expressed her satisfaction with the resolution.
 
 
We regret any inconvenience this may have caused Ms. ******. Thank you for the opportunity to respond to this inquiry.
 
Sincerely,
***** *****
Customer Escalation Specialist
Time Warner Cable Kansas City

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

Better Business Bureau:

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

I would like to clarify, however, that the "modest" increase by TWC to my monthly bill was not modest at all, but was $50.00, an approximately 36% increase.

Regards,

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

8/14/2015 Billing/Collection Issues
8/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Iwas not given proper instructions on how the block pin set up work. I have and autistic adult son that lives with me ,who loves to order movie. So I ask them how could I prevent him from ordering movies on the pay stations so they walk me through the steps to set up which I though was great .Not knowing that my worries were not over.But a short time later he was able to order more movie.So I said how is this possible on I knew the pin number.So I called them back again with the same problem so they walked me through the steps again .But again he was still able to order movie.And my cable bill was getting. higher and higher.They offered to knock some of the bill down ,but ver little.So I decided to go into the office with my problem. I told the rep.at the office my issue because I didn't know what else to do. I ask how is able to to get pass the pin block and order movies.The rep.told me that all he was doing was unplugging the cable box and plugging it back up and letting the system reboot and that cancel out the block pin number,so that how he was. Able to reorder movies. And i was so disappointed to know that it was that simple.And why didn't the representative early when this problem first accured. Instruct. Me to do this just go into the office and ask them to put the block on my pay stations to avoid this out standing bill that acurred from this problem. And now their not trying to even come to and even want to accommodate me and my son for our lost of Cable service which mean no phone,no internet service and bad reception on our Television set Then after the fact Month later they tell me about the 30 day complaint period. They were not concern with helping me as a customer.

Desired Settlement: We do 50/50 with bill.

Business Response:

July 24, 2015

              

 

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.

 

After reviewing Ms. ********s former TWC account the following has been determined. Ms. ******* established service on Nov. 4, 2014. From the time of establishing service there has been $794.13 worth of pay-per-views “PPV” rented until the time of the services being disconnected on May 20, 2015. Prior to my speaking with Ms. ********s a total credit of $321.40 had been issued to the account over a period of time for the PPV’s that were rented on the account. Half of the $794.13 amounts to $397.06. As a 1 time courtesy TWC has agreed to credit the difference of $75.66 ($397.06-$321.40) so that Ms. ******* is paying for half of the PPV’s. Ms. ******* has agreed to pay the remaining balance on her former account of $192.37 along with the 1st month of service in order to reestablish her account. Once the services have been restored, so that Ms. ******* can avoid going through this again, a restriction will be placed on the account itself.

 

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

                                                                             

 

 

 

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

 

 

 

 

8/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Approximately a year ago I requested basic cable with the understanding that it included cable news channels, CNN, MSNBC, Fox, etc. It was delivered at the time as promised and I turned in my cable box. A few months ago I noticed some of the local HD channels disappeared. Not an issue because I rarely used them. However, I decided a few weeks ago to inquire if there was a problem. After several long phone calls it was decided by Time Warner that a house call was in order. The tech showed up, checked a few cables and pronounced that all was well. I just needed to run a new channel search on my TVs. All the disappeared HD cable channels reappeared, but all the news channels, the channels I watch most often, disappeared. I called customer service (another long call) and was told that I could get these channels back with a mini box for an extra $2.75 per mo., per TV. Told him I was not happy and would think about it. Decided to go with one TV, went to the local Time Warner office to pick one up for my primary TV. At the office I was informed that I had been lied to and that, in fact, I would need to upgrade my service with a full cable box fox another $40 per month to reacquire the channels originally promised.Bait and switch.

Desired Settlement: Deliver service per original promise.

Business Response:

      We finished the investigation into Mr. ******** complaint. On 09/30/2014 the account was downgraded to the Starter television package. When that downgrade took place it was only completed in office. This type of service change requires a technician to downgrade the service at the pole.  As a result Mr. ****** was receiving channels for which he was not paying. An audit was done in customer’s area and a trap was installed to block out the channels that the customer was not paying for. The starter package only carries up to 20-25 basic channels, while Mr. ****** had been receiving up to 100 channels. After the audit the customer realized that he was no longer receiving all of the channels and called Customer Service for trouble shooting. The agent told him that for some of his basic channels that it would require a digital adapter. The customer did choose to add that to his account for $2.75 per month. That did not resolve the issue so a trouble call was placed, on which the technician educated the customer why he did not receive all the channels. We spoke to Mr. ****** on 07/21/2015 about his complaint and explained that the additional channels could be added to his television package with an additional charge to his monthly service. Mr. ****** declined the extra charge and terminated the call.

 

Regards,

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,

**** ******

 

 

8/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently received the bundle package thru Time Warner may 6th 2015. I was told NOT to pay my april bill so they could pro rate it. It's all in the notes of my account. I resolved that thru time warner with tony and I was told specifically to pay $218.00 by July 18th. I agreed. I paid $100 on june 27 confirmation #******. I paid $50.00 on july 6th confirmation #******. From june 27th every day!!!! I get an automated message from time warner that my account is overdue. EVERY DAY!!! Tonight I called the payment center to ask them to stop calling. They refused. They threatened to shut me off. I told them I have been making payments and to stop calling me with automated messages! They refused! I told them you can not shut me off when I am making payments! She said she could. She refused to listen to me. She said she needed the full payment of $218.00 tonight. I can't pay that tonight I told her. She then told me again I would be shut off. I hung up on her. I also told her then to come get the crap out of my house. How can a business be like this???

Desired Settlement: I would like them to quit calling me with automated messages!!! It would be different if I didn't make ANY payment!!! I know what needs to be done and I can't pull the cash out of my butt. I would also like them to apologize! They called me tonight at 8PM. I was in bed!! I work at 4 AM. I understand they have until 9 PM. I'm at the end of my rope! Time warner is NOT understanding at all. I really don't like them any more and am VERY sorry I got their business. All they have to do is read the notes in my account!!! Everything is explained in the NOTES!!! I told the girl that tonight that I talked to and she refused!! She said I owe the money and I have to pay tonight!! She refused to listen to when I have made the payments and how much. I understand the want their money. But calling me EVERY DAY when I AM making payments??? Isn't that harrasement?? I would also like $100.00 off my bill for my pain and suffering and all of the inconvience they have caused me!!!

Business Response:

July 22, 2015

 

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

   Case ID:  ********

 

Upon receiving this complaint, Time Warner Cable has investigated Ms. ******** issue and would like to apologize for the inconvenience.

 

We found that Ms. ******** account has a delinquent balance.  Any payments not received within a 30 day bill cycle will generate late fees, collection letters, automatic calls and interruption of service until the delinquent balance is paid in full.  If no payment is made on the account, the account will be disconnected.

 

Ms. ******** account reflects a delinquent balance since May 2015.  In June the collection scheme was attached which generated an automatic call every 3-4 days until a payment to clear the past due amount was made on the account.  As of July 13, 2015 the date of the last payment, Ms. ******** has a delinquent balance for the July statement, due 7/15/2015.  Once the payment is made in full to clear the delinquent balance, the collection process will stop, which means the automatic calls will stop. 

 

Time Warner Cable found no errors in their billing system and has denied any compensation for pain and suffering.  Time Warner Cable considers this issue closed.

 

The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable.     

 

 

sincerely,

             Time Warner Cable

 

8/3/2015 Problems with Product/Service
8/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I wanted to drop time warner cable back in March/April of 2015 because of their consistently poor customer service, inaccurate billing which resulted in overcharging, and interruption of services. I was promised by a gentleman named **** that if I didn't drop them, and stayed with them for 3 months I would receive a $300 gift card. At that point I was ready to drop them anyway but we discussed as a family and decided to stick with them for the 3 months, get the gift card and research other companies in the mean time. There continued to be issues with inaccurate billing, poor customer service. We reviewed a mailing from the company that said that our account was reviewed and eligible for an upgrade at a much lesser amount that we were paying. So we did this to try it out and give them the benefit of the doubt. Yet again when the bill came we were overcharged yet again because someone didn't add the correct discounts to make the bill the quoted price. I was infuriated as this is consistently happening. I also asked the rep *** about the gift card from 3 months prior. He apologized and said it had to be escalated to a supervisor. He too promised and reapplied a $300 gift card if we stayed for another 3 months. He also said someone would call within 24/48 hours. 4 days later I called back because no one called me to update me. They claim suddenly that the account wasn't eligible to recover the gift card and they would not be providing one. They also claim that despite **** telling me that there was nothing that I needed to do on my end as a customer but to just stay with TWC, that there are stipulations to the gift card. Which was NOT Told to me.

Desired Settlement: I want the $300 gift card that was promised to me asap. We stayed for 3 months and we are owed this. we will be looking to drop services once our new ones are established and I want zero cancelation fees if there are any.

Business Response:

July 22, 2015

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

   Case ID:  #********

 

 

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding Alexandria *****’s complaint:

 

Our records indicate that Ms. ***** contacted Time Warner Cable on 4/12/15 to discuss pricing and account concerns.  During this conversation, the representative whom Ms. ***** spoke with did state that in order to be eligible for the $300 gift card in question, the account must be kept active and the billing must also be kept current for 90 days.  It was however later determined that the appropriate campaign was not applied to the account.  However, because the billing of the account did reflect a past due balance within this timeframe, the account unfortunately does not meet the eligibility requirements. 

 

On 7/16/15 an additional $300 retention gift card campgain was applied to the account.  The requirements for this particular gift card do remain the same.  More information regarding our gift card rewards, registration, and status updates can be found at the following website:

 

http://www.twcbetterreward.com

 

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

 

 

Sincerely,

Time Warner Cable

7/31/2015 Billing/Collection Issues
7/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since moving here in 2010, I have continuously had issues with my TWC service. About 2 years ago I was told the underground cable needed to be replaced but no order was ever put in. I started keeping a log book starting as of 1/23/13 because I was forever losing my phone and internet. As of today, 7/19/15, I have been w/o all 3 services since Monday 7/13/15. They said someone would come out 7/30/15!!!! That's 3 weeks with NO services! They only want to give me a $20 break on my bill. I pay over $184/mo. I expect better service and a much bigger break on my bill since this has been going on for almost 5 years! I have been a loyal customer since TWC first began in the 90's. This is totally unacceptable.

Desired Settlement: I expect the repairs to be done once and for all and I also expect a much larger discount on my bill. This issue should have been addressed 2 years ago. I also wrote a letter to the CEO in New York and got no reply.

Business Response:

Good afternoon

 

We received the complaint and escalated to our technical operations department. A technician was dispatched on 7/21/15 and services were restored. We issued a credit on the account in the amount of $60.61 for the customer being without services out from 7/13/15-7/21/15 and for 2 additional days without services in May and in June 2015. We spoke with the customer and explained that we would not credit 5yrs for services issues. The customer stated she was not satisfied with this resolution and ended the call. If the customer has additional questions or concerns she can reach customer service at 800-617-4311.

Consumer Response:

Better Business Bureau:

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

I have been a long-time customer of Time Warner Cable and I find it inexcusable to have these same problems going on for almost 5 years!! I was told by one of the technicians 2 1/2 years ago that the underground cable needed to be replaced, since they have replaced the cable box, modem and all internal lines, connections and anything else that they felt was the problem, he was sure it was the underground cable that was the culprit but no one ever put in an order for the job to be scheduled. I was even told by one technician that it was my phone and I should replace it.....so I did. It was not the problem. It is my opinion that it's bad business to let a customer continue to have  on-going issues for as long as I have without making sure that the problem is addressed and fixed once and for all. With as many times as they have sent out technicians to my home, I would think a red flag would have been raised and somebody higher up would want answers but nope. Do you have any idea how frustrating it is to try and have a conversation with someone or try and do a phone interview for a job only to be cut off in the middle of it???? Well I do and it's happened quite often. Not to mention trying to do work on the computer only to lose my connection!!! So $60 off my bill for having to put up with years of this kind of service is totally unacceptable, especially when I'm paying almost $200/month. I want better compensation and I stand firm on that.

Regards,

**** *****

 

 

Business Response:

Good evening

 

We stand by our original response. We dispatched a technician who resolved the service issue caused by the line being cut. Credits were issued for the time without services. If the customer has additional questions or concerns we can be reached at 800-617-4311.

 

Thanks

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 will let Contact 6 handle this or take them to small claims court.

Regards,

**** *****

 

 

7/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Closed account with time warner on 6/9/15. Time warner claims that I have a modem of theirs. Modem was take by a service rep back in oct/dec of 14. Did not get a receipt for him taking modem. I purchased my own modem from Best buy to be used instead of theirs. A search request was started on the 9th, I had to keep calling every 3/4 days with no response about the modem. Last week I called again and they had to restart the search agin with a different request. As of today I was called by a collection group demanding payment for the modem.

Desired Settlement: I want this charge removed since repair person took modem with him and did not give receipt of him taking it with him. Time warner did not did not give a recipt for modem when taken. Repair person said he was going to note account at time of modem being taken. I wamt this removed from their billing and the collection group that contacted me today.

Business Response:

July 8, 2015

              

 

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.

 

After review of Mr. *** ******’s account TWC has determined the following. On 12/2/13 Mr. *** ****** contacted TWC customer service due to his internet not working properly. The rep reset Mr. *** ******’s   modem and the modem was once again online. However, the modem would not stay online. The rep arranged for a technician to come out the following day on 12/3/13 to repair the issue. The tech coded the work order out with “equipment failure”, which indicates that he would have more than likely taken the modem in question and provided Mr. *** ****** with a new one. Because TWC has reason to believe that the technician picked up the modem in question, on July 7, 2015 it was removed off of Mr. *** ******’s former TWC account leaving him with a zero balance. The collection group has been updated with this information and should no longer attempt to contact Mr. *** ******.

 

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

 

 

 

 

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

 

 

 

 

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

Business Response:

July 23, 2015

              

 

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.

 

Thank you for forwarding Mr. *** ******’s additional concerns.

 

TWC asks Mr. *** ****** to please take into consideration the time frame in which he received the letter from the collection agency. The debt owed for the modem was cleared on Wednesday July 8, 2015 and his rebuttal was submitted on Tuesday July 14, 2015. On July 8th TWC submitted a request to place his former TWC account on hold, meaning not to send out any further collection notices. However, if there was already a notification in the mail prior to receiving the request to cease sending notifications, then those could not have been prevented, as it would have already been on its way to Mr. *** ******’s residence. In Mr. *** ******'s case the collection agency’s letter was already in the mail prior to this matter being settled.

 

TWC’s stance has not changed. Please refer to original response.

 

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

 

 

 

 

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

 

 

 

 

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

7/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was offered a credit for part of an installation fee. The company now refuses to give the promised credit. On June 29, 2015 I spoke to Lindsey at Time Warner Cable Customer Service ************ to renew my cable package deal and upgrade my service. She wrote up Work Order #******** which included increased internet speed, all the movie channels and Whole House DVR service. She explained that a technician would have to come and swap out my two cable boxes. There would be an installation fee of $50, but there would also be a credit of $29.99, leaving a net installation fee of $20.01. When my next bill came there was no credit. I contacted Time Warner Cable just now via an Online Chat. The company said that they had no record of the credit being promised. They refused to issue the credit.

Desired Settlement: I want Time Warner Cable to give me the credit of $29.99 that I was promised.

Business Response:

Hello All,

***** ********** BBB has been addressed. Please review attachment.

Have a great day!

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, Better Business Bureau!

Regards,

 

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

 

 

 

7/23/2015 Advertising/Sales Issues
7/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 6/9/15, at 2:00PM, I called Time Warner Cable to cancel my Internet, Phone, and TV service. The customer service representative asked me a lengthy list of questions about why I was cancelling my services and who I was changing my services to. This is an obnoixious invasion of my privacy and the customer service representative refused to proceed with cancelling my services until I answered her questions. The customer service representative wasted 20 minutes of my cell phone time by asking me all of these questions. I told her repeatedly I just wanted to cancel my services as quickly as possible, and not have my time wasted, but she refused to expedite the cancellation process, instead, she steadfastly kept asking me intrusive questions and dodging the issue. I am extremely offended that Time Warner Cable invaded my provacy, wasted my time, and robbed me of my cell phone minutes.

Desired Settlement: I want Time Warner Cable to send me a check for $20.00 to compensate me for my cell phone minutes they wasted.

Business Response:

Time Warner Cable value all our customers and try to retain each customer who are looking to lower their bill or to disconnect their services.  We try to get an accurate reason why our customers are disconnecting their services. After all efforts have been made to retain the customer, Time Warner Cable will create a disconnect order to remove all of the customer's services. We are denying the settlement request due to procedure followed by the agent.

 

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.

Time Warner Cable said in their response they: "try to retain each customer who are (sic) looking to lower their bill or to disconnect their services.  We try to get an accurate reason why our customers are disconnecting their services. After all efforts have been made to retain the customer..."


That is exactly why I filed a complaint against Time Warner Cable. Their attempts "to get an accurate reason why I cancelled my services" and their efforts "to retain my patronage" were rude, disrespectful, invasive, and wasteful of my time and money. They have absolutely no right to ask me a list of questions as to why I am disconnecting my services. When I called to disconnect my services they owed it to me to execute my request immediately. They ought to have asked me if I would be willing to provide them with more information about the reason for disconnecting, and given me the opportunity to decline, but they did not. They held me hostage on the phone, wasting my cell phone minutes, and refusing to disconnect my services until they asked me all of their self-serving questions. Their treatment of me is absolutely disgusting, as is their pathetic response to my BBB complaint. I still feel they owe me $20 in compensation for my cell phone minutes they wasted.

Regards,

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

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10661951, 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.]

Time Warner Cable holding me hostage on the phone and forcing me to answer a bunch of questions as to why I was disconnecting my service is unjustified. No other utility requires customers to answer questions when disconnecting service. Time Warner Cable wasted my time and unnecessarily deprived me of my cell phone minutes. That is what is unjustified.

Regards,

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

 

 

Business Response:

Time Warner Cable does not compensate customers for time spent or for cell phone minutes used.

We will not be providing the $20 credit to the account and will not be doing any further investigation into this complaint.

Thank you.

Time Warner Cable

7/20/2015 Problems with Product/Service
7/20/2015 Billing/Collection Issues
7/20/2015 Advertising/Sales Issues
7/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Have Internet service with Time Warner Cable service, everytime we pay the bill the minutebitbis paid another bill amount is due, for internet service we are paying $60.00 dollars a month saying that this particular advertising package is for faster than the other packages, it is not it actually works about the same as the 30.00 dollar package. We pay more and their are other people paying less would like too know why.

Desired Settlement: If this business is connected to the BBB why does it charge that many different prices, and how can we change it for the better for the economy.

Business Response:

RE:  Customer:  ******* ******

Case ID:  ********

 

Time Warner Cable has reviewed Ms. *******s concerns regarding the billing.

 

In reviewing this complaint,  Ms. ****** only has our internet service at a monthly rate of $40.98 before taxes and fees.  Balance from the previous month was $61.76 for the billing period of 6/07/15 – 7/06/15, and includes the monthly rate of $40.98 before taxes and fees, an Administrative Collection fee of  $7.92, and (2) Office Change of Service charges at $5.28 each.  The Office Change of Service charges are from nonpay disconnect work orders.  The total balance is currently $112.96.  When the 7/2/15 statement printed another Administrative Collection fee of $7.92 applied.  A soft nonpay work order will generate by 7/23/15 if the past due $61.76 is not paid by that date.  Ms. ******’s bill prints on the 2nd of every month, and is always due by the 22nd.  

 

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

 

 

Sincerely,

Time Warner Cable

7/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently called Time Warner Cable to discuss new rates. I can to an agreement on a rate and the lady on the phone told me that along with the new rate I would receive a $300 gift card if I kept the service for more than 90 days. When Time Warner Cable did not show up for my service appointment today I called and they said they only had notes about a new rate but nothing set. They agreed to keep the rate but would not honor the gift card. I was lied to by two employees who told me that there was no record of the call then a third finally told me that they did have the notes. Very dishonest service and unfortunately Time Warner has a monopoly in the village I live in and so I have no other choices.

Desired Settlement: I would like for Time Warner Cable to honor what they had agreed to and not to lie about what has happened. I feel that because they do have a monopoly I have not other choices but to file this complainant. I hope you can help me out because I have no other avenues and do not feel this has been a fair process.

Business Response:

The results of our investigation show that on June 10, 2015 Mr. ******* scheduled an appointment to have phone service installed with the $300.00 gift card offer.   This order was cancelled and therefore cancelled out the eligiblity to receive the offer. 

Time Warner Cable was able to speak with Mr. ******* on June 29, 2015.  Mr. ******* scheduled an appointment for the installation for phone service to be installed on 7/2/2015 between 2-3pm in order to be eligible to receive the $300.00 gift card. Once installed Mr. ******* will receive a post card with a redemption code to register his account on the https://www.twcbetterreward.com/StatusTWC website.  This site is used to check the status of his Visa gift card and to also see the terms and conditions of the offer. 

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

 

 

   

Sincerely,

Time Warner Cable

                     

7/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Called TWC to discuss bill. Promotional period ended. Have not known PIN number for years. Called. CSR asked for last 4 digits of socials. Provided both mine and my husbands. I was then told they could not talk to me, the account was locked and someone would have to call. I responded that was ridiculous as I was already on the phone. I had two questions, could I get the promo offer that was advertised in my current bill and how was that promo offer different from by current service. They would not talk to me about these two questions which I find interesting. I then went on line and got set up on line. I received that same feedback from JAMAAL. The person on the phone was Jody. I wanted to resolve the issue, they kicked the can down the road. I believe this is a stall tactic to not allow legacy customers to keep their bills reasonable. We have been customers since 1998. They have a monopoly in our area.

Desired Settlement: 1) I expect to know the availability of the lesser cost promo package for our service 2) I expect to know what the difference between that package and our current package is. 3) I expect that information to be available without a secret handshake 4) I expect to have that information prior to my next billing statement 5) I expect to have a detail of what increased in our bill, going from $190.50 to $221.98 when a promo package in our bill is advertised at$159.99

Business Response:

Hello All,

******** ********* BBB has been addressed.

Have a great day!

7/10/2015 Billing/Collection Issues | Complaint Details Unavailable
7/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After terrible customer service I was promised a $150.00 gift card within 90 from beginning of Feb. 2015. I have still not received anything. In January 2015 I had an exceptionally terrible experience with Time Warner Cable and the sales rep promised me a $150.00 VISA gift card with-in 90 days from beginning of Feb. 2015. I have called numerous times in May and now June of 2015 and each time they say " Yes, Mr. ********* you are entitled to the $150.00 gift card and it is on its way. But every day I check my mail and nothing. I call them again and once again they say it is in the mail and again I receive nothing. Obviously if they are admitting in our phone conversations that I am getting the card and each time they say it is in the mail and then nothing arrives they are either flat out lying to me or just are making it so hard that soon I will just give up and not call. I am owed a $150.00 gift card and would like them to follow thru and deliver what I was promised.

Desired Settlement: I want a tracking number and a verification when I will receive my $150.00 gift card as promised. I don't want empty promises of "its in the mail"

Business Response:

Customer: **** *********

Case ID:     ********

 

To Whom it May Concern:

 

Time Warner Cable apologizes to Mr. ********* for any inconvenience this situation caused.  The $150 Visa Gift card promised will be sent out Friday 7/3 via US postal service to Mr. *********.  Please allow 7-10 days from mailing date for gift card to be received.  

 

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 ********, I have heard that line from them for the last 5 months. If they actually follow thru and my card arrives by Friday July 17 (ten business days from their reply) I will consider the complaint closed, but until I actually have it in my hand this case must remain open for fear they will not hold up to their end of the deal again.  

Regards,

 

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

 

 

 

7/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: House was resided and had Time Warner Cable removed from my house as I no longer have their service. Called on June 10th to have the cable removed from the electrical wires in the back of my house. They scheduled an appointment for July 6th to have the cable removed - they did not show. Called July 7th about the no-show and to reschedule for them to remove. I told them I could cut the cable but then they would be at risk of the shorter cable taking out the electrical for the entire neighborhood. They were unable to find a time that they could remove this cable and did not schedule an appointment. They stated they needed to contact their dispatch to see if they were able to find a time they could remove their cable hanging from the electrical wires. Still waiting

Desired Settlement: Have the dangling cable removed from the electrical wires

Business Response:

Time Warner Cable has reviewed Ms. ******** concerns and had a technician out on 7/7 to remove the cable lines from her home.   

Time Warner Cable apologizes to Ms. ****** for the inconvenience this situation may have 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. 

Regards,

 

***** ******

 

 

 

7/8/2015 Problems with Product/Service | Complaint Details Unavailable
7/7/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: called time warner was told what the price was an when I got home turned on tv an they turned off channels I was suppose to get an they were turned off. I try repeatedly to cancel services an they would not let me all they wanted to do is upsell on products. there customer service is bait an switch they lie on the prices an never give what is promised I am also writing a letter to attorney general in the state on there sales practices . these people that work for time warner all they want to do is keep your bill up they do not care what you want this is wrong an not fair they will not give you prices for individual services these practices are not legal

Business Response:

   We reviewed Mr. ********* complaint. During the initial call the agent did not make it clear to him that she was taking off HBO and Cinemax on top of changing the promotion and removing the DVR service to make the bill $140.75. When Mr. ******* called back in to add the 2 premium channels and upgrade the internet it made the bill $168.81. We were able to get the monthly rate to $157.98 after talking to Ms. ******* while maintaining the same service level. We are sorry for any inconvenience this may have caused.

 

Regards,

 

Time Warner Cable

7/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I spoke 6-20 to a ******* in billing b/c they threathen a disconnection over 60.$ that I owed from last month. I told him I had no money tell next month and he told me that if I didn't pay ahead plus julys bill on a credit card I would be cut of. I said why cant you just wait I don't like giving my card out ahead of time and he said no. I asked to speak to supervisor and he said there was none.i feel I was strong armed. plus they charged me 30$ for a remote and didn't tell me I would be charged

Desired Settlement: after he got my credit card then he let me speak to a supervisor named stacay? she said nothing she could do. where are they getting these people from the mob?

Business Response:

RE:  Customer:  ***** *******

Case ID:  ********

 

Time Warner Cable has reviewed Ms. ********* concerns regarding her billing.  

 

In researching this complaint, the call from 6/19/15 was found and reviewed.  We apologize if Ms. ******* feels that her call and concerns were not handled to her satisfaction.  With Ms. ********* permission, ******* set up a future dated payment of $225.15 scheduled to be processed on 7/3/15.  At no point on the call did we find ******* to be threatening.  On 6/23/15 a retail store agent applied credit of $33.18- for the EZ Connect Rescue charge and $7.92- for a late fee, total of $41.10-.  We have adjusted the future dated payment amount from $225.15 to $173.50 to be taken on 7/3/15.                      

 

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

 

 

Sincerely,

Time Warner Cable

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 FEEL ******* WAS VERY RUDE AND I FELT SRTONG ARMED, FORCED TO GIVE HIM MY CARD INFORMATION AND POST DATE. I A, NOT COMFORTABLE WITH THIS AT ALL. HE TOLD ME I HAD TO DO IN ORDER TO KEEP CABLE. THE 175.50 IS OKAY WITH ME ON EVERY 3RD OF THE MONTH. THANK YOU. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

7/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As a current customer im not allowed to reduce my cable package. I having a hard time.. I was transfered 5 times and still no reduce package.. I have lost my job and trying to reduce my bills.. Time warner cable has made that very hard since they believe the more you have the more you save..

Desired Settlement: Current and new customers should be allowed to change there monthly package acorrding to there income..

Business Response:

Hello All,

***** ********* BBB has been addressed.

Have a great day!

7/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They have admitted to drastically overcharging my credit card by almost $1,000 over the last 2 years, refusal to reimburse me

Desired Settlement: I must be reimbursed for the money that was stolen, i also want to be credited for lost service days due to their error and all fees accrued while they have failed to fix their errors should be wiped

Business Response:

Hello All,

********* ** ******** BBB has been addressed.

Have a great day! 

 

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

Additional Notes

Complaint: We would like to get a response in regard to a survey that was done by Time Warner back before Memorial Day concerning obtaining telephone, TV & internet service. We are serviceable, however all we have is an email telling us that with a phone number to call concerning the solution to our problem. Problem is.... we call & leave our personal information & the recording says, "Within 24 - 48 hours a representative will return your call", but no one does. I've done this several times. Our Ticket # is... *********9 From the construction dept. - this is important confirmation #..... *** ******* The only name I have from Time Warner is **** *******. The phone number is.... ************ Thanks! Avery

Desired Settlement: Hook up.

Business Response:

June 24, 2015

              

 

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.

 

On May 21, 2015 a message was left on Mr. Burton’s voicemail and an email was sent by **** *******. The email did convey the cost of the construction however it did not specify what part of the cost would be Mr. ******** responsibility. Mr. ****** then called the number on the email as instructed leaving a message requesting to know what his out of pocket cost would be and did not receive a timely response.

 

On June 24, 2015 Mr. ****** was contacted and the following information was conveyed. The cost of construction is $13,648 for 810’ of underground trench and adding a pedestal and tap. The underground drop 164’ to location, his home, would be at no charge. Mr. ****** would be responsible for $13,648 if he wishes to establish service. This amount would have to be paid in full before construction could begin.

 

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

 

 

 

 

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable Kansas City

 

 

 

 

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this issue was not resolved in a satisfactory manner, but there's nothing we can do about it.  They changed their initial e-mail statement to fit their needs to make us go away.       

Regards,

 

***** ******

 

 

 

6/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Every few months TWC raises my bill and I call to discuss promotions. TWC promises to lower rates but then doesn't follow through. TWC entices customers with introductory rates. Then after the promotional period ends, the rate jumps by a large amount. I cannot agree to pay double or even triple the amount that this service should cost and it is not competitive with other providers. I call to discuss new promotions on a regular basis. I always get the runaround, spending time on chats and then having to call because they typically say they can't help through a chat. A few months ago I purchased my own modem and returned my leased unit to TWC in person. My bill should have gone down. Instead it went up. I chatted with ***** and was told the bill would have gone down but they had no record of me returning the modem even though I had receipt for the return. I provided the modem's mac address and then they acknowledged it. I was told the "old" lease rate for a modem was $5.99 per month. The "new" one was $8.00. Thus, my bill should have gone down by $8.00. Instead they told me it could only go down by $5.99/month. They issued me credit of $7.08 ($5.99 plus tax, etc.) towards my next bill. I asked what promotions were available to me as a long-term customer. I was told I was already on a promotion that would end after a year. My bill was supposed to have a base charge of $36.95 but would be going up to $39.99 soon. I was told my promotion ended on May 4. In May the bill jumped to $47.51. I got on a chat with Arthur and, as usual, I got the runaround. Arthur could not help. I was directed to call their "Special Promotions" department. I did and spoke to Tasceda. I was again assured that my bill would go down as I would be put on another special promotion. My new rate was to be $32.23 with taxes and fees. I was also put on auto pay without being told. In May I scheduled my bill payment at the higher rate ($47.51) because the new one had not yet been put into place. (What a surprise.) TWC took both this payment and a second one via auto pay. I do not like being on auto pay with TWC because they just withdraw whatever they want and then I have to fight with them to get credit. I entered another chat and was told again that they can't do anything about the double billing via chat. So I called again. This time I spoke to Tina. She said it was a mistake and I would be credited. She also said someone would call me to discuss it further. No one did. The credit has not yet been issued. The rate shown on my profile is still $47.51. This is type of experience I have every time my rate goes up, which occurs regularly. TWC is sneaky and dishonest and makes it extremely frustrating for customers to do business with.

Desired Settlement: I want my double billing credited back to me and I want my monthly rate to go down to what was promised ($32.23) for a period of not less than two years. I do not want to chat and call TWC repeatedly and waste hours of time resolving these issues on a regular basis.

Business Response:

Mr. ******* had the promotional offer of $43.28 per month for the last 12 months. On 3/8/15 we removed the $5.99 modem lease fee from Mr. ********* account, lowering the monthly rate to $36.95. Mr. ********* promotional offer then expired on 4/14/15, which increased the monthly rate to $61.24 per month.  Mr. ******* contacted TWC on 5/12/15 and another promotional offer was applied to the account, lowering the monthly rate to $47.51 per month. As a one-time courtesy we have placed a promotional offer of $34.99 for 12 months on the account. This is a non-renewable promotion and at the end of the 12 month period Mr. ******* will be subject to the prevailing price at that time. The payments on 5/25/15 were made through the Time Warner Cable website, the automatic payments were stopped going forward. Time Warner Cable considers this matter to be resolved.

Consumer Response: Time Warner Cable has already stated that my rate will go up to an unacceptable level when the current promotion ends. Standard Internet service is not worth over $60/month. It's not competitive and certainly doesn't cost anything close to this amount to provide. There is a reason that hundreds of complaints have been issued with BBB for TWC's billing practices.

6/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I set up a post dated payment on the 23rd of May for $152.52. When asked my credit card information, twc already has my card information on file. I received a new credit/debit card because it expired on 5/15 and I told the rep the new expiration date. I called on Tuesday May 26th because Monday was a holiday and I was told that my payment was returned for insufficient funds and that I can no longer use my credit/debit card because it was a returned payment. I was very upset because this is how I pay my bill and this was their error. Now I have to wait 72 hours before a restriction is taken off of my card. This is really ridiculous and I'm highly dissatisfied

Desired Settlement: I would like for my bill to be taken care of because of the inconvenience for me due to the error of the employee for telling me that the post dated payment went through when it did not.

Business Response:

 

May 29, 2015

 

 

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.

 

There have been multiple attempts to contact Ms. ***** but we have been unsuccessful in being able to speak with her.

After reviewing Ms. ******* TWC account the following has been determined. On May 8, 2015 Ms. ***** contacted TWC in order to set up a post-dated payment arrangement using her Visa debit card that she has on file, payable May 23, 2015. The rep requested that Ms. ***** verify the last 4 digits of the card and the expiration month and year as part of the verification process for the post-dated payment arrangement. The rep selected the card that was already on file that matched the information that Ms. ***** verified.

On May 23, 2015 the payment was processed but was rejected, not because of insufficient funds, but due to the expiration date reflecting May 20, 2015. On May 24, 2015 there was a restriction placed on the account taking away the ability to use a debit or credit card as a method of payment. Ms. ***** was informed of this when she called into customer service on May 26, 2015. The restriction was removed on May 27, 2015 and a message was left on Ms. *****’s voicemail informing her of this. Though Ms. ***** has not had the opportunity to return my call, I do show that she made arrangements on May 27, 2015, after my initial call, with our customer service to pay the past due balance on June 5, 2015. As a courtesy this extension has been granted to her.  

My contact information has been provided on Ms. *****’s voicemail should she have any further questions or concerns regarding this matter.

 

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

 

 

Sincerely,

***** *****

Customer Escalation Specialist

Time Warner Cable

 

 

 

 

 

 

 

 

 

 

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a check in the mail not to long ago for a refund, from Time Warner Cable.. I deposited the check into my bank account and a few days later, I see that they had put a STOP PAYMENT on that check number. But when that happened, that ended giving me negative funds in my account. Now they said they are in the process of sending out another check, in which I had to wait 4 weeks to get the first one.

Desired Settlement: Find a quicker way to get me my full refund and tell Time Warner Cable to set things straight with their customers.

Business Response:

 

June 3, 2015

 

 

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.

 

After reviewing Mr. ***** TWC account the following has been determined. On April 20, 2015 Mr. ***** contacted TWC to discontinue his services. On April 29, 2015 Mr. ***** returned his modem to the local cable store and requested his money back in full since he had service less than 30 days per our 30 day money back guarantee policy. After disconnecting services a refund generally take 4-6 weeks to receive. Mr. *****’ original check was processed on 5/12/15 and mailed shortly thereafter, but a stop payment was put on the check due to the address being updated in our system.

 

On May 26, 2015 a request was made to reissue the refund check. The refund check for the amount of $45.17 was reissued from our check processing center on June 3, 2015. Mr. ***** was contacted and informed that he should expect to receive the refund check within 7-10 days. A follow up call will be made after the 10 days have lapsed to confirm that Mr. ***** has received the check.

 

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

 

 

Sincerely,

***** *****

Customer Escalation Specialist

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,

 

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

 

 

 

6/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Due to financial hardship, I decided to cancel my cable/internet. I called on May 6th 2015 to do so. I was told that since I was 1 month behind I had to disconnect and bring in my equipment to my nearest Time Warner Cable location. They said that if I did that immediately it would be put in their system as a disconnection/cancellation. I returned the equipment that same day to my location and was told that I would receive a final bill within a couple of weeks. Fast forward 3 weeks later, I receive a bill in the mail for my past due amount plus a full month of service. How can I be charged for something I don't even have? I called their customer service number and a nightmare began. After being told that I had the wrong department and being transferred 3 times, I finally spoke with someone about cancelling my service. I was then told that the representative in the store I went to did not put it in the system as a disconnection when I returned the equipment. I was then told that I would have to speak with collections about taking that month of service off of my bill. Seriously? In the past I had been 1 month behind and they sent someone to my apartment to retrieve the equipment and disconnect services that day. Now they suddenly want me to jump through hoops and spend an hour on the phone talking to people who are no help? Why was this so difficult to fix? They certainly could charge me and mess up my credit but they can't fix it. I think that this is very unacceptable and it was almost as if I were being blamed for their mistake. I now will be charged however many times for something I don't even have, which I thought was illegal. Then my credit report will take a hit. I expected better from a company that's been around so long but I've heard others in my state complain of similar issues. Never do business with Time Warner Cable unless you want to get screwed over big time.

Desired Settlement: I would just like my services to be really cancelled this time and sent a final bill for what I really owe. No more calls giving me the run around please.

Business Response:

We reviewed Ms. ************ complaint. We did locate the work order that was put in on 5/5/15 for disconnection. We completed work order so Ms. ********** did not get charged for services past 5/5/15. Her remaining balance is $146.59. We consider this issue resolved.

Regards,

Time Warner Cable

 

6/1/2015 Problems with Product/Service | Complaint Details Unavailable
5/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: they are charging me for a service already paid for.

Desired Settlement: cancel $57.04 bill

Business Response:

   We reviewed Mr. **********  complaint. We called Mr. ******** back at 4:09 pm and explained that when he had paid the $212.62 it was for the service period of 3/15/15-4/14/15 and the final bill of $57.04 was for the service period 4/15/15-4/23/15.  

 

 

 

 

Regards,

 

Time Warner Cable

5/30/2015 Problems with Product/Service | Complaint Details Unavailable
5/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am experiencing a bait and switch scam from Time Warner Cable as well as their failure to correct billing errors. I agreed to $121.87 monthly for internet and cable services when I called them to change my services to a new address. However, they are not honoring the monthly amount they gave me and I agreed to. In March 2015, I made an appointment with Time Warner Cable to move my services to my new address on April 4, 2015. I talked to ******, work order #********, and he set me up with the same services I previously had plus upgrade Internet to 30 mbps for $121.87 per month. I was previously paying $131.40 per month and he said I could get the same services plus upgrade Internet to 30 mbps and get HBO for the same price. I said I didn’t want HBO, I wanted to get the price lower. So he quoted me $121.87 for the same services I was getting plus upgrade to 30 mbps. He also told me I would not have a payment due until May 13, 2015 and that my rate was guaranteed for 12 months. I received a Special Offer From Time Warner Cable in the mail with my “preferred rate” of $89.99 for ultra-fast internet, TV, and phone: 30 mbps internet, preferred tv, and home phone, $89.99/month for 1 year plus taxes, equipment, other charges, which should also confirm the $121.87 per month. I called a few days before the change over to confirm the appointment and the customer service rep told me she showed that I have the bundle including the phone, I told her I didn’t ask for the phone and she said it was cheaper to bundle and confirmed my monthly payment was set up for $121.87. The change over of my services to the new address took place on April 5, 2015, and I have since received numerous bills from Time Warner, all with different amounts due, and none showing the monthly $121.87 I agreed to when ****** moved my services to the new address. I have called Time Warner customer service several times and was told the problem was fixed, but I continue to get incorrect bills from them. I received a bill Statement Date March 18, 2015, addressed to my old address (**** ******* *****) for a total of $275.12 for service period 3/24 thru 4/23. On April 24, 2015, I talked to a service rep who told me my monthly payment is showing $121.87 per month, and that my March 2015 payment was received and I do not have a past due amount of $133.60 and that I was paid up to date and that he would remove the $7.92 late fee. He told that since I had just paid in full in March 2015, I would not have a payment due until May 13, 2015. He told me the $39.29 balance on my account I saw when I logged onto Time Warner website was the pro-rated amount for 3/24 to 4/5 for the previous address. Since the amount showed “now due” online, I paid the $39.29 on 4/27/2015. On pg 4 of the Statement Date March, 18, 2015, my services include the following and the charge is $122.20: Time Warner cable promotion (starter tv, standard tv, variety pass, standard Internet) $89.99 Time warner promotion $1.98 Digital adapter remote $0 HD-DVR Set-top box $11.25 DVR service $12.99 Internet modem lease $5.99 A few days later I received another bill from Time Warner Statement Date April 6, 2015, addressed to my new address with a total due of $148.99 due 4/13/2015. Not only is this total incorrect, why is a payment due in April 2015 when I am paid up to date for March 2015. This bill includes services I did not want or agree to. Internet modem lease partial month $3.99 Starter TV partial month $10.43 Home phone national partial month $10.45 Standard TV partial month $21.93 Voicemail partial month $0.83 Variety pass partial month $4.66 EPIX partial month $2.09 DVR service partial month $6.67 Digital adapter partial month $3.15 HD DVR set top box partial month $2.35 Extreme Internet upgrade partial month $13.33 Standard internet partial month $12.13 Since I did not ask for a change in my services and ****** told me the only change would be the upgrade to internet 30 mbps, I don’t understand why I have all of these new charges. Why am I being charged for Starter TV and Standard TV? Why am I being charged for Standard Internet and Extreme Internet? I did not ask for nor agree to EPIX or Variety pass, why am I being charged for it? A few days later I received another bill from Time Warner Statement Date April 18, 2015, with a total due of $309.01 due May 14, 2015, which included a different set of charges: Time Warner Cable promotion (Starter TV, Standard TV, Variety Pass) $55.53 Time Warner Cable promotion (EPIX, HD DVR set top box, extreme internet upgrade, standard internet, voicemail, home phone national) $61.76 Time Warner Cable promotion (DVR service) $10.00 Time Warner promotion (1 digital adapter, digital adapter) $1.98 1 digital adapter $2.75 Digital adapter remote $0 Home wi fi $0 Internet model lease $5.99 While viewing Netflix, the Internet is very slow and often stops altogether. ****** told me that with the upgrade to 30 mbps I would not have any problems with the Internet. Last week I was out of town for work and watched Netflix at the Hyatt and had no problems at all with Netflix; therefore, it is not my computer, it is the fact that Time Warner is not giving me the 30 mbps as ****** told me. On May 11, 2015, I paid $121.87 to Time Warner online for the services and rate they provided to me when I agreed to continue with their services. This is what I am requesting: 1) I am requesting that Time Warner give me the services I agreed to with ****** at a rate of $121.87 per month: Time Warner cable promotion (starter tv, standard tv, variety pass, standard Internet) Time warner promotion Digital adapter remote HD-DVR Set-top box DVR service Internet modem lease Internet 30 mbps 2) I want Time Warner to re-evaluate the $39.29 I paid for 3/24 thru 4/5 at the old address. Since my total bill was $131 per month, this seems high for 13 days. 3) Since I paid the pro-rated amount $39.29 for 3/24/ thru 4/5, I should not owe the whole $121.87 for the month of April, which I already paid. I want Time Warner to correct the pro-rated amount at the new address for April and credit my account. 4) Since I have paid the correct amount on time, I want all/any late fees removed from my charges. Thank you for your help in this matter.

Desired Settlement: 1) I am requesting that Time Warner give me the services I agreed to with ****** at a rate of $121.87 per month: Time Warner cable promotion (starter tv, standard tv, variety pass, standard Internet) Time warner promotion Digital adapter remote HD-DVR Set-top box DVR service Internet modem lease Internet 30 mbps 2) I want Time Warner to re-evaluate the $39.29 I paid for 3/24 thru 4/5 at the old address. Since my total bill was $131 per month, this seems high for 13 days. 3) Since I paid the pro-rated amount $39.29 for 3/24/ thru 4/5, I should not owe the whole $121.87 for the month of April, which I already paid. I want Time Warner to correct the pro-rated amount at the new address for April and credit my account. 4) Since I have paid the correct amount on time, I want all/any late fees removed from my charges. 5) I want Time Warner to tell me why my Netflix access is slow when I access it through Time Warner cable.

Business Response:

May 28, 2015

 

 

*** *******

BBB of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 43214

 

                               

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

                                                Case ID:  ********

Dear Ms. *******

 

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

 

Time Warner Cable has investigated Ms. **********s account and found that her account was correctly prorated upon the disconnection of her previous account and that balance was properly transferred to her new account at her new address. When Ms. *********** new account became active the monthly rate was not correct and which causes a higher than expected monthly billing statements. However our records indicate that her monthly rate has been corrected and her account has been properly credited. Currently, Ms. *********** account has a total balance of 220.21 which covers her service billing periods from 4/24/2015 – 6/23/15 and is currently in past due status.

 

We have forwarded Ms. *********** service complaints to our technical operations team to investigate her reported internet issues while streaming video however, after several attempts we have not been able to reach her and have been unable to leave a voice message.

 

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: The amount in TWC response is still incorrect; however, I contacted ******* ****** at TWC and she has corrected the amount and I have paid $130.19 which covers the charges for my services through 6/24/2015. Thank you for your help in this matter.

5/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About a month ago, we noticed a down line in our yard. It was connecting to our neighbors house but crossed our yard. I first contacted the city to see if it was their line but it was not. Next, I called Time Warner Cable to see if it was their line. They told me they would have someone come out. After a couple days and no phone calls and no service person coming to our house, I called again. They had no record of my call so I did everything over again. They said they would have someone come out. I came home from work one day a week later to find 4 new orange lines laying across our yard. No one had contacted me to tell me what they were about and they had just left them there. My fiance then called Time Warner to find out what they were doing. They told us that they were going to dig up our yard to place the lines. No one had bothered to call us to ask or event tell us their plans. They told my fiance that they would be back out to finish the project. No one came for at least a week. We just had orange lines running across our yard. Mind you that we have pets and children that play in our yard and this has become unsightly and an interference. My fiance called again today and they were very uncooperative. My fiance said that they cannot dig up our yard at this point because they have done nothing to be considerate to us or our property. They wanted our account information which is under my name and he does not know all the info for and told us there was nothing they could do without our info. But that doesn't make sense, because this has nothing to do with our account. These lines are connected from a pole to our neighbors house. What if we didn't have an account with them, would there be nothing they could do? This isn't a project that should take a month and they should be very transparent with their plans to our property. This is also something that shouldn't take multiple phone calls where the company doesn't have any record of what's been happening.

Desired Settlement: I would like them to come fix these lines within the next week and find a solution that is not digging up our yard. I would also like them to give us free service for our inconvenience of the situation and time spent with this. If they do not adhere then we will be taking our business elsewhere, which includes our home and my fiance's business account.

Business Response:

May 13, 2015

 

 

*** ******

BBB of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

                               

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

                                                Case ID:  ********

Dear Ms. *******:

 

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

 

Time Warner Cable has investigated Ms. ****** account and forwarded her concerns regarding downed cable lines on her property to our technical operations management team. Upon the visit of our technical operations team it was found that these lines were previously buried and the lines in question are no longer a hazard.

 

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

 

 

5/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had TWC several years ago. The all-in-one package that included phone service, road runner, and cable. Our modem for our road was in the basement at the time and we had good service. We have the same number of wi-fi electronic devices as we did then. We left due to the cost not being competitive anymore. We have now returned for the all-in-one package and our modem again is in the basement. Our internet continues to drop throughout the day and is at the worse during the middle of the night (3rd shift hours). Despite our repeated complaints, nothing is done about it. We were told it was because of the number of the devices we have. Again, we have the same number of devices as we did when we didn't have problems with TWC, so we shouldn't now. Our worst time is when the kids are sleeping and the least number of electronics are feeding off the wi-fi. We are paying for a service we are not receiving regardless of the number of times we call.

Desired Settlement: We would like for someone to fix the problem (give us the same quality of service we had the last time we were customers with TWC - with the modem in the basement with as many devices as we had for the same cost) or refund us our money and revoke the contract without fees and we will take our business to someone who can give us reliable service. I don't want to hear anymore excuses (too many devices, modem in basement, etc.). I am just expecting the same service I had as previous customer with TWC. I need internet that I can rely on 24/7 either with TWC or another provider that can.

Business Response:

May 10, 2015

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

   Case ID:  #********

 

 

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding ******* ********* complaint:

 

Our records indicate that a service call was recently completed on 5/3/15.  During this time, the modem was replaced.  However, since Mr./Ms. ******* is still experiencing the service issues, this information has been escalated to our Technical Operations Leadership Team.  Mr./Ms. ******* will be contacted very soon to have the issues investigated further to reach a resolution.

 

Time Warner Cable apologizes to Mr./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

5/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started Time Warner Cable Services July of 2011 and paid to start services prior to installation. I recall receiving a bill shortly afterward and called telling them I had paid for services at installation. They told me you always pay for the month prior. I recently moved and disconnected my Time Warner Cable service (3-23-15). at **** ****** **** ** ********* ** *****. I was told by Time Warner Cable employee at the Mall store, I had a credit coming. On 4-19-15, I received a bill for $77.65 ($142.31-$57.38) at my new address: **** * ********* **** *** *** ******* ** *****. I called and asked why I was receiving a bill for 4-6-15 to 5-5-15 service period. The sales person went and talked to a supervisor and told me I always pay my bill a month behind. I asked for all statements to be mailed to me so I could match them to my cancelled checks. They first told me to check my bill on line. I looked and it only went back 4 months. I called again and was told to go onto my on-line account. I decided to see if I had missed something and attempted to log back on. I had been locked out of my account. I called again and asked for billing statements be sent to me. On 4-29-15, I received a letter/bill from Enhanced Recovery Company dated 4-18-15 showing a service period with time warner cable from 7-6-11 to 3-23-15. Instead of sending the statements for 7-6-11 to 3-23-15, they sent a collection with that time frame. I have been sent to a collection agency. My credit is perfect. I paid the $77.65 as would be expected and I am sure happens on a regular basis. $77 is clearly not worth the time I am taking. Time Warner Cable clearly is a company with no integrity and people need to take the time to stop their "criminal" business practices. Thank you ***** *******

Desired Settlement: I should have received copies of statements and payments as I know it is their system which easier than me going back to find all cancelled checks. Pretty sure they owe me $142.31.

Business Response:

May 10, 2015

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

   Case ID:  #********

 

 

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding ***** ********* complaint:

 

Our records indicate that services for the address in question were cancelled on 3/23/15.  A billing statement generated on 3/30/15 for the amount of $77.65. This amount reflected an unpaid balance of $142.31, a credit of $57.38 for partial month’s services from 3/23/15-4/05/15, as well as a credit of $7.28 for taxes and surcharges.  This amount has been determined to be valid.  A payment of $77.65 was later received on 5/06/15 and the account now reflects a zero balance.

 

For your records, we have attached copies of Ms. ********* 6 most recent billing statements associated with this account.

 

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

5/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called twc on 4/8/15 approx date to make changes to billing of services. I spoke with rep who discussed available options with me and at the end of the call I selected to keep preferred tv with starz channel I wad advised can return one recorder dvr and bill would be dropped addt $12.99 however elected to keep the boxes as is. I then asked what new balance would be and was advised $385.xx I inquired why bill was so high was placed on hold to consult with supervisor and was advised it was due to employee acct changes however, advised per her supervisor would issue credit for $100 within 24-48 hrs. I specifically asked then what will be the end billed amount and she quoted $285.xx after adjustment made. I called back after 48 hrs spoke with another rep advised supervisor still looking into it. I called back the next day and agents says supervisor ***** would be contacting me by end of day Friday April 17. I still have not received a call! I called back after almost two addt weeks spoke with a ******** who advised no notes on crediy no workorder she escalated issue to another supervisor ******** who advised will have Brett adjust and I again requested a callback. This is incredible inconvenience to call during break/lunch times to get this taken care of something i was advised would takr place. All calls ate monitored this call from 4/8 could have been pulled for verification and takrn care of. I have spent alot of time one calling on hold promises made and broken. I have been a loyal customer and really frustrated! I just want this taken care of

Desired Settlement: I want the $100 adjustment made to the acct asap and should be compensated with free movie channel for wasted time trying to resolve this issue. As a past supervisor myself I would never have a consumer or customer calling back this many times to resolve an issue!!!!

Business Response:

We apologize for the inconvenience. The credit for $100 has been applied to Ms. ******** account. Ms. ******** amount due for the 4/6/15 billing statement is now $274.55. Time Warner Cable considers this matter resolved.

5/15/2015 Problems with Product/Service | Complaint Details Unavailable
5/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: paid for a service to new a new home being constructed. job was not done and no response from company for months.

Desired Settlement: do the job.

Consumer Response: We have a paid Invoice and a cashed check for installing new service to our new home from 1/20/2015.   Work has not been done and they will not call back when called and questioned about it.

Business Response:

May 4, 2015

 

 

*** *******

BBB of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

                               

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

Case ID: ********

 

Dear Ms. *******:

 

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

 

Time Warner Cable has reviewed Mr. ****** complaint and has found that we recently handled this complaint through our corporate office. During the investigation of his complaint it was found that Mr. **** would be responsible for $8412.00 of the total cost of making his new address serviceable. It was then found that there was a mix up on the invoicing and Mr. **** was sent the incorrect invoice for his construction cost and he was informed of the mix up. Our records indicate that the payment Mr. **** made on the incorrect invoice was refunded and a check mailed to him within the last 7 days. Mr. **** has been informed that if he would like to obtain service from TWC he must pay the customer portion of the total construction costs and to date has not made a payment of $8412.00. Should Mr. **** have any additional questions or concerns he is invited to contact our serviceability department at *************.

 

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

 

Sincerely,

Time Warner Cable

Business Response:

May 8, 2015

 

 

*** *******

BBB of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

                               

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

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

 

Dear Ms. ********

  **** ****** ***** ******* *** ************ *** ******* ********** *** ** ******** ***** *** ******* ****** ** **** ****** ********* David ****** complaint.

 

Time Warner Cable has confirmed that a refund check was submitted for processing on 4/27/2015. Mr. **** can expect this refund within 7-10 business days from that date. TWC has also confirmed that an updated invoice was not generated at that time due to insufficient information provided to our serviceability team. Mr. **** has been informed of the cost of making his address serviceable and should we wish to proceed our serviceability team would be happy to provide him with a corrected invoice for the construction costs as outlined in our initial 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.

 

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.

time warner cable has had  the plans from we energies for months what more info do you need ?  invoice with exact job description was sent from you and paid. i will not except a refund of money. do the job that was bought and paid for in full.

Regards,

***** ****

 

 

5/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Service for cable and internet was ordered about March 27. It was so bad I returned all equipment on April 4th and was told i had a refund of $69.13 that would be sent to me. I have contacted TWC on at least 5 different occaisions asking where the refund is and no one has been able to tell me. I complied with TWC terms and returned all equipment in a timely manner, however they are not extending the same courtesy with my refund. It has been nearly 30 days since i cancelled my service and i still have not recieved a refund of the money I payed them for a service they did not deliver.

Desired Settlement: I simply want my money back, it is rightfully mine. They have performed no service since it was cancled. I paid by debit card and they 'claim' they issued two checks to me. A $25 gift card for my time and inconvience would be nice, but I doubt that will happen.

Business Response:

We apologize for the inconvenience. The refund amount of $69.13 has been processed on the account. Refunds can take up to 5-7 weeks from the date of disconnection. The services were disconnected on 4/7/15, the refund should be received by 5/26/15. Time Warner Cable considers this matter to be resolved.

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.]

Until the checks are recieved the matter should not be considered closed. I have been repeatedly told by employees of TWC that the checks were mailed on 4.21.15. So why the sudden change in the process and information being relied?

Regards,

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

 

 

5/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello. I am filing a complaint because we cancelled our cable and internet service back in November 2014, however, we are still getting billed for these services even though we haven't been receiving any. My husband dropped off the modem and all the required equipment back in November after we requested cancelling all services. Additionally, we haven't been able to access any of these services since they physically disconnected all of it back in November. Apparently no one notified their billing department to stop billing us. After several phone conversations and physically going to their store, we still don't seem to be getting anywhere with their customer service. It's been a nightmare just trying to deal with them, during one phone call we had been transferred to four different individuals. The latest invoice they have sent indicates we owe $468.61, but we haven't had their service in months!

Desired Settlement: We would like them to correct their records, delete this invoice, and stop sending us bills.

Business Response:

On 12/30/15 Ms. *********** contacted Time Warner Cable and downgraded her services to Starter TV and Extreme internet service. The additional services were removed except for the HD Set-Top box. This was left on the account in error until 2/8/15. This error caused an additional $13.87 to be charged to the account during that time. On 2/10/15 Ms. *********** received $60.65 in credits on the account for this error. The remaining services were disconnected on 3/19/15. Ms. *********** has a remaining balance of $468.61 on the account, $187.61 is for services and $281 is for the unreturned equipment. Once the equipment is returned the $281 will be removed from the account. Time Warner Cable considers this matter to be resolved.

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

Additional Notes

Complaint: I called Time Warner on 4/24/15 to see if my bill could be reduced, at that time I gave my phone # and they could find my account and I was told that there was nothing they could do to reduce my bill. At that time, I told them I would be shopping around to discontinue their service. Everything fine at this point. After shopping around I found a better price point with Dish network. After installation of the new system, I called Time Warner to discontinue my service, and they said they could not find my account based on the phone # I gave them. I then gave my zip code and was connected to a customer service representative. I do have an account # and most recent bill. When I was firm with the account representative that I was cancelling my cable & internet, she hung up on me. Repeated calls to time warner (4), have me in a loop, they will not accept my phone #, which was good on 4/24/15, nor my zip code. I get hung up on every repeated attempt to cancel my service. Help! I guess I will need to go to Milwaukee (25 miles) and deposit my equipment and talk to a real person, if they can find my account.

Desired Settlement: I want a customer representative to call me and let me cancel my services. I will then take their equipment back to Time Warner.

Business Response:

We apologize for the inconvenience. We do show that Ms. ****** contacted Time Warner Cable on 5/2/15 to disconnect the services. The equipment was returned on 5/5/15 and the account was disconnected at that time. Due to the concern, we have backdated the disconnection of the services to 5/2/15. Ms. ****** has a remaining balance of $40.85 for services from 4/24/15-5/2/15. Time Warner Cable considers this matter to be 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 ********, even though, I had to personally resolve the matter myself and did not receive a personal call back from Time Warner, I find that this resolution is resolved because of my actions.  I am not satisfied with Time Warner as a company and will not be doing further business with them.

Regards,

 

**** ******

 

 

 

5/8/2015 Problems with Product/Service | Complaint Details Unavailable
5/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Feb. 27,2015, I went to TWC located on Mayfair Rd. in Wauwatosa, WI to pay my bill. I was told that the plan I was in expired. I went home and call customer service(cs) to get a better plan. The rep that took the call said she didn't have a plan like the one I was in, so I hung up from her and started calling other satellite/cable companies. On March 10th I called TWC to disconnect my services and I was switched to someone who reviewed my acct. and asked why was I cancelling. I explained to him that I was switching to AT&T because of the plan. He eventually got me plan similar to the one I had. He told me to pay $79.97 for Feb. and that my new monthly plan would be $94.53. I went back to the TWC store the next day and paid that amount. March 27, I went to the store to pay my bill and instead of the $94.53, I was told I had to pay $137.44. I asked why was it so high and the rep told me I had late fees. I explained to him that when I got the new plan the day before the rep said he was going to delete any late fees. Some of the reps in the store will tell you that you have a 10 day grace period, and others will say a 5 day grace period. The manager(*******) that day told me that there was a 3 day grace period. To make a long story short, I've been trying for weeks to resolve this matter w/ customer service. One rep told me that I didn't make a payment in Jan. I said my check cleared and gave the check #. Several different reps told me that it was Nov. that didn't get paid. Nov. payment was cleared on Dec. 8. I also made a payment Dec. 31. What the reps are telling me is that because my payment for Nov. was cleared in Dec., I still have to pay again for Nov. even though they received my payment for Dec. on the 31st. Each time I've called to resolve this issue I'm on the phone for hours getting hung up on and switched to different departments.

Desired Settlement: Apply my November payment that was cleared on December 8 to the November bill.

Business Response:

Good Morning

We need more details to find the cusotmer account. We would need the account number, Service address or Service phone number to look into the complaint for the consumer. Please request the information from the consumer.

 

Thanks

Consumer Response:

Better Business Bureau:

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

Time Warner Cable is requesting an account number, which is listed on the complaint. The account number is ********************. This is how it is printed on my bill, but I was told that the actual account number is *********.

Regards,

* *****

 

 

Business Response:

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding ***** ******* complaint:

 

Our records indicate that five late fees totaling $39.60 were waived as courtesy on 4/21/15.  A payment of $200.31 was received on 4/23/15.  At this time, the account does reflect a zero balance and the monthly service rate after taxes is $94.53.

 

We do understand that Ms. ***** continues to dispute the previous charges regarding her account.  However as previously stated, we have determined that all of the charges associated with the account balance are valid.

 

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

Division Office of the President – Escalation Specialist

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

Consumer Response:

After months of trying to resolve this issue with incompetent representatives that didn't have basic math comprehension, I stumbled across one who went through the bill with me and FINALLY realized that I had in fact paid November's bill.  Because the payment cleared in December, it looked as though I didn't pay.  TWC received TWO payments in Dec., so any representative with common sense should have realized that one payment was for Nov., especially since the payment reached TWC Nov. 28th.  I'm very disappointed that TWC states that they pride themselves on providing "great customer service," because I have yet to experience 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,

 

* *****

 

 

 

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

Complaint: During most of the month of March, 2015 I experienced numerous periods of time when internet service was not working. I received my April bill with a charge double of normal bill with late fee. I spent 2 days calling numerous customer service numbers attempting to get an explanation of this billing problem. Every time I reached someone, they insisted I must pay the bill prior to being able to speak with anyone, despite the fact I insisted on talking to someone for an explanation of the billing error. I was given at least 10 different numbers to call for customer services, many led me no where and disconnected, I continually spoke with extremely rude customer service reps, one even hung up on me. I requested to speak with a manager and everyone told me that wasn't possible. After 2 days of calling, I finally came across the local number of a call center in OH, and I was connected with a supervisor, again not a manager. He looked into my account and found the service problems stemmed from over a year ago when my speed was upgraded, I was never given the updated motem to support the faster speed,he was surprised this was not done at the time the upgrade was made. He arranged service to come out to replace the equipment, the day before and the morning of the service, I received several calls from TWC confirming my service was now running and there was no need for the service call so they were going to cancel it. During each call I continually insisted the service was to replace equipment and it must not be cancelled. Even after the equipment was replaced I experienced a day of no service.

Desired Settlement: First I would like to make it public knowledge of the unacceptable customer service, I would like to be given the name and contact information for a manager to contact should I have further problems. I would like to have charges adjusted to account for the month of poor and service outages due to not having been given necessary equipment to handle the upgraded internet speed I purchased.

Business Response:

April 28, 2015

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

   Case ID:  #********

 

 

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding ****** ******** complaint:

 

Our records indicate that Ms. ****** contacted TWC to report the internet service issues on 4/15/15.  During this time, a credit totaling $30.52 was applied to the account and a service call was scheduled for 4/17/15.  Although we do not have any further documentation regarding a service issue since the service call was completed on 4/17/15, we have honored a credit of $3.38 to rectify for the additional day in which Ms. ****** experienced service issues.

 

At this time, we ask that Ms. ****** contact our Care Team to report any additional service concerns, to schedule for a service technician to visit the residence and address any future problems at **************.  Additionally, Ms. ******** account currently reflects a credit balance of $1.80.

 

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:

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 do not believe Time Warner Cable has sufficiently provided acknowledgement/explanation regarding the extent of the poor customer service I received, the numerous calls I made to customer service not being able to reach a live person, or the times when I did reach a person only to be told I must pay an outstanding balance before being able to talk with a someone. I was never connected to a manager despite the numerous requests I made. I don't believe the amount credited to my account sufficiently accounts for the lost internet time, the waste of time making so many calls to the company without ever finding resolution. Nor has the company accounted for the erroneous calls they made to me to have me cancel the service call.


It would be helpful to have contact information for a specific manager should I encounter future problems.

Regards,

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

 

 

Business Response:

May 4, 2015

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

   Case ID:  #********

 

 

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding ****** ******’s complaint:

 

We certainly do apologize for the excessive amount of phone calls regarding the previously pending service call and also being denied to speak with a Supervisor.  Each interaction will be reviewed and forwarded to engage Leadership for possible coaching opportunities regarding this situation.  In addition, an additional $20 Customer Loyalty credit adjustment was applied to Ms. ******’s account today for the inconvenience this issue has caused.

 

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. 

Regards,

 

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

 

 

 

5/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I missed a payment in August of 2014 and made arrangements with TWC about making payments of 152.00 til I catch up. Well I honored those agreements and here I am 7 months later and they're saying I still owe money. I have been on the phone with these people constantly each month telling me to make a certain payment and I will be caught up and then when the bill comes I have another outstanding balance. I made a payment of 144.13 last month on 3-2-2015 and I used my checking account number which I use to pay most of my other bills, but TWC claims for the second time I used the wrong account number which I know is not true I double check before I hit submit. Next thing I know I am being charged a return fee of 30.00 saying I used the wrong account so I immediately made another payment same amount making sure once again I used the right account number submitted it and nothing was taken out but when go to my account at TWC it says the payment was applied.

Desired Settlement: I want TWC to stop harassing me for non payment when they get paid every month. I want them to honor their promise of when I make my payment like said I will be caught up and they will stop trying to get more money out of me

Business Response:

April 12, 2015

RE: Customer:  **** ******           

   Case ID:  #********

 

 

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding **** ******** complaint:

 

Our records indicate that a billing statement generated on 2/2 for the amount of $218.11.  This amount reflected 4 payments; $152.00 on 1/2, $152.00 on 1/3, $39.00 on 1/17, and $113.00 on 1/31, as well as $132.23 in monthly services, $152.00 on 1/12 for a returned check along with a $30.00 returned item fee, a $7.50 late fee from 2/1, and $11.88 in taxes and surcharges.

 

Another billing statement generated on 3/2 for the amount of $189.11.  This amount reflected 2 payments; $36.50 on 2/7 and $144.11 on 3/1, as well as an unpaid balance of $37.50, $132.23 in monthly charges, a $7.50 late fee from 3/1, and $11.88 in taxes and surcharges.

 

The most recent billing statement generated on 4/2 for the amount of $451.00.  This amount did not reflect a payment.  It did reflect an unpaid balance of $189.11, $132.23 in monthly services, a $144.11 on 3/4 for a returned check along with a $30.00 returned item fee, two credit amounts; $30.00 service adjustment on 3/2 and $30.00 returned item fee credit on 3/5, along with a late fee from 4/1 of $7.50 and $8.85 in taxes and surcharges.

 

A payment was made on 4/2 for the amount of $151.61.  The current balance of Ms. ******** account is $300.19. We have determined that this balance is valid.  If Ms. ****** made a payment and it did not post to her account in error, we will only be able to continue to investigate if we are provided a banking statement or receipt.  We have attached the most recent billing statements for your review.

 

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:

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,

**** ******

It is true I paid 144.11 on 3/1 and as always and with other accounts I pay by my checking account I double checked my account and routing number from my own account and everything was good. They tell me I used an invalid account number and I don't agree. After they told me that I went in and made another payment of the same 144.11 and once again double checked my account and routing number called my bank and let them know about it and TWC did not accept that payment. I made an attempt to pay that amount and why they did not accept it I have no idea. Now I would like to see proof from them that I used the wrong account number. I pay all my other bills the same way and it seems TWC is the only one I put in the wrong numbers. If there is proof I did that I feel I have the right to see this.

Business Response:

April 19, 2015

RE: Customer:  **** ******          

   Case ID:  #********

 

 

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding **** ******** complaint:

 

Our records indicate that the payment in question on 3/1/15 for the amount of $144.11 was accepted, however later returned on 3/4/15.  Per our Payment Services Team, the returned reason was because the customer’s bank routing number was incorrect and our bank could not collect the payment.  Our records also indicate that this payment was received via Web.  Because of this particular payment method, we have determined that the returned payment was not due to a TWC error.

 

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

5/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: TIME WARNER CABLE HAS PUT ME ON COLLECTIONS BECAUSE THEY STATE THAT I DID NOT RETURN THE EQUIPMENT THEY PROVIDED ME WITH WHEN I HAD SERVICES. I DID PROVIDE THEM THE EQUIPMENT BACK IN 2009 BUT I WAS NEVER GIVEN A RECEIPT. I'M ASKING THAT THEY REMOVE THIS COLLECTION FOR $402 FOR EQUIPMENT FEES. THEY SHOULD HAVE A BETTER PROCESS TO THIS AS THEY DID NOT PROVIDE ME WITH A RECEIPT FOR THE RETURN OF THE EQUIPMENT.

Desired Settlement: ENHANCE RECOVERY WHO HAS THIS COLLECTION BILL TOLD ME THEY WOULD CONTACT TIME WARNER CABLE SO THEY COULD INVESTIGATE THIS. IN THE MEAN TIME IT'S ON HOLD WITH THEM. THIS IS HURTING MY CREDIT AND I'M SURE THAT I DID PROVIDE THE EQUIPMENT BACK. THEIR NUMBER FOR THE COLLECTION AGENCY IS ************

Business Response:

April 7, 2015

 

 

*** *******

BBB of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

                               

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

Case ID: ********

 

Dear Ms. ********

 

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

 

Time Warner Cable has reviewed Mr. ******* account and has found that her account was disconnected on 12/18/2010 and currently carries a balance of $402.32 which includes $300 in unreturned equipment charges. Time Warner Cable is unable to verify that Ms. ****** returned her cable equipment (serial# *********) and she must provide a receipt from one of our local sales and service centers showing that this equipment was returned to get credit for this equipment. Time Warner Cable had determined that the debt on her account is valid.

 

Additionally, TWC has found other account(s) in Ms. ******* name that also has prior debt. Please note that if Ms. *****s intends on attempting to obtain service with TWC all prior debts must be paid, applicable deposits and installation fees as well as the first month of service prior to scheduling an installation of new services.

 

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

 

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 did an extensive search of my belongings to make sure that I had turned in the equipment to Time Warner Cable. I found a box and was not sure if  this one was the one Time Warner Cable was charging me, so I took it to the Time Warner Cable office in Racine and it was in fact the one I was put into collections for. I also know that I did turn in another box in 2012 when my services had been disconnected. I did not get a receipt for that box, but with that box and the one I turned in on 4/7/2015 I have turned in 2 boxes of equipment. The receipt I was given on 04/07/2015 is #******* for account number is 2026555-10. This was for the receipt for equipment.


I also paid on 04/07/2015 the amount of $102.32 - The account number on this receipt is *******.  I had also paid ERC LLC the amount of 56.34 and I just recently received a letter from them stating that I had paid in full my debt to Time Warner Cable. The account number provided to me from ERC was #*********. I notice that these are 2 different accounts and I never had 2 different account opened with Time Warner Cable. 


I would like a letter from Time Warner Cable stating that I have paid my balance in full. They stated I have several debts with them, why did they not provide the account numbers. I'm unable to be paying them over and over, specially if they keep sending the collection to different places. ERC has now sent me a letter stating that I owe them another $56.34 , which I already paid. I was told by ERC that the account was now paid in full with them, why does Time Warner Cable charge me more?

Regards,

***** ******

 

 

Business Response:

April 21, 2015

 

 

*** *******

BBB of Wisconsin

10019 W. Greenfield Ave.

Milwaukee, WI 53214

                               

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

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

 

Dear Ms. ********

 

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

 

Time Warner Cable has reviewed Mr. ******* account and has confirmed that her equipment was returned on 4/7/15 and a payment was received that has brought her account ending in -10 to a zero balance. We have informed ERC that this account was paid in full and Ms. ****** will receive a paid in full letter from ERC. Please note that Time Warner Cable does not provide letters of credit or Paid in Full letters to account holders. As an organization, Time Warner Cable does not report consumer’s payment history to any of the credit bureau agencies.  Due to this practice, under Fair Credit Reporting Act (FCRA), TWC is not obligated to provide letters of credit or paid in full letters to consumers.

 

Time Warner Cable has also confirmed that Ms. ******’ account ending in -07 was also paid in full through ERC. We have found multiple accounts under Ms. ******’ name at the same address due to disconnects for various reasons. Please note that when a customer reconnects service they will be issued a new account number each time a reconnection is processed. Based on the information we currently have we have confirmed that Ms. ****** does not appear to have any other outstanding balances with Time Warner Cable.                    

 

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

 

Sincerely,

Time Warner Cable

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

Complaint: I had time Warner hook up cable phone and internet in my home. I was told on several occasions my price would be 111.00 including ALL fees and taxes. I also was told there would be no 8.00 charge on the rental fee of my internet modem because it was included in my package. When i received my bill this was another story. The bill was for 138 something. I called to cancel the home phone to lower my monthly charge as it was not the amount I was promised and was told there would be a 20 fee to get rid of the home phone on top of the 138 and some change. Which is another lie, because I was told i had a 30 day guarantee. I was lied to when we hooked up the home phone in the first place. The tech told me it couldnt be hard wired into the home and i later called and found that not to be true. There has been one issue after another. althought the hard wire issue was resolved the others have not been. its deceptive practices in my opinion.

Desired Settlement: I would like to get what was promised to me. I am not asking for free services i understand there are fees, but baiting and switching me is not the way to keep my business.

Business Response:

April 2, 2015

RE: Customer:  **** *****          

   Case ID:  #********

 

 

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding **** ******* complaint:

 

Our records indicate that Mr. ***** placed an online order for installation on 3/4/15.  Services were established and connected on 3/4/15.  These services included a “Triple Play” bundle, consisting of Preferred (Digital TV) with the Epix Channel, a High Definition Set-Top Converter Box, a High Definition DVR Box, Extreme Internet with Wi-Fi, and Unlimited Digital Home Phone with Voice Mail.  These services reflected a monthly rate of $138.31 after taxes and there have not been any changes to the account since the day of installation.

 

On 3/6/15 a billing statement generated for the amount of $27.09.  This amount reflected a payment of $111.24, monthly services of $120.74, and $17.59 in taxes, fees, and surcharges.  On 3/28/15 a billing statement generated for the amount of $131.03.  This amount reflected an unpaid balance of $27.09, monthly services of $120.74, a credit of $31.73 in adjustments, and $14.93 in taxes, fees, and surcharges.

 

Mr. ***** as the ability to make service changes to his account at any time.  However, the specific pricing for Mr. *****’s account is designed to bundle the services in which he is subscribed to, for a lower rate compared to our ala carte pricing.  If one category of service is downgraded, it is possible for the monthly rate to increase, as this change will void the particular promotion which is bundling the active services.  Other promotions and services that better meet Mr. *****’s needs may be available.  These changes can be made by contacting our Customer Solutions Team at 877-772-2253 – Option 3, between the hours of 8:00 AM and 10:00 PM Monday through Saturday and 9:00 AM to 6:00 PM on Sundays.

In addition, we do offer a 30-day money-back guarantee.  The Better Guarantee is a thirty-day money-back guarantee that applies to TV, Phone, and/or Internet monthly recurring charge and standard installation charge.  TWC must receive cancellation request for all eligible services within 30 days after installation.  Return of all leased equipment is required.

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.

The 111.oo charge was supposed to be my monthly bill total. I was promised several times when ordering and paying that 111 that would be my monthly charge. I also noticed on my bill I was charged an 8 dollar fee which I was told by several people I wouldn't be charged because it was included in the package. I was assured that after taxes and fees my bill would be the 111 and what ever change it was.

Regards,

**** *****

 

 

Consumer Response:

Better Business Bureau:

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

My Concern is I was charged the 111. and come change when I signed up and was assured that was my monthly charge. now I'm getting changed 27 more obviously this is a operator error on your end and very misleading. I have been told one thing on several occasion by your team only to find out something else was done. I am not a happy customer. The service has been terrible. Every time I call I get a difference answer to the same question. I was assured on several occasions that 8 dollar fee was included in my package. I suggest training your employees a little better in understanding your operations so we don't have issues as these. Thank you

Regards,

**** *****

 

 

Business Response:

April 19, 2015

RE: Customer:  **** *****          

   Case ID:  #********

 

 

Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding **** ******* complaint:

 

We certainly do apologize for any misleading information that may have been communicated to Mr. ***** regarding our services.  We previously stated that because the services were so highly discounted, we are not able to lower the monthly rate.  However, we were actually able to lower this rate down from $138.24 after taxes to $127.34 after taxes.  This rate will increase $5 in 6 months, and then remain the same after, for 12 months.

In addition, the $8.00 modem lease fee can be avoided if Mr. ***** wishes to utilize a customer owned modem.  A list of approved modems can be found online at: