Time Warner Cable's New York City Region

Review: I signed up for service as a new customer on June **, 2014. I went to TWC's website and noticed an advertisement for a featured deal " A Free 2 in 1 Dell Inspiron Laptop" when you sign up for Ultimate 100 internet for $64.99. I enrolled for the service via the website and was instructed to pick up my equipment at the nearest location. A few days later I picked up my equipment in store at the Upper east Side location, the customer service rep looked over my account and asked if we wanted to add on Essential TV service for 29.99 and my husband and I said sure. We asked him if we were on track to receive the reward offer from the website and he said we were and we just had to wait for the redemption code which would arrive in the mail or via e-mail.

In August I received my redemption code via mail but misplaced it, then on August [redacted] I proceeded to access the code via [redacted] "Forgot your Redemption Code."

This is the email I received from them:Your requested Redemption Code from Time Warner Cable

Your requested Redemption Code

Thank you for requesting your redemption code. Here is your Redemption Code: [redacted].

We hope you’ll submit the previous service provider bill within 30 days of your installation date and before 11/**/14. Once your submission has been validated, we will send you an email to update you on your status. Please remember that you must maintain your current level of service and keep your account in good standing for 90 days from your date of installation to be eligible for your reward card. Your reward card will be mailed approximately 4-6 weeks after the 90 day period.

Thank you for choosing Time Warner Cable.

Customers must remain active, in good standing and must maintain all services for a minimum of 90 days after installation. Reward will ship approximately 4-6 weeks after all requirements have been met. For full terms and conditions, please visit [redacted]. Reward may be subject to separate terms and conditions imposed by issuer. Limit one (1) Reward per eligible residential service and this offer may not be combined with any other offers. To receive your Reward register within 30 days of installation or no later than 11/**/14, (whichever comes sooner) at [redacted]. You will be asked to provide the Redemption Code which you will receive via email and/or postcard within 2 weeks from your installation date and will be asked to upload a recent bill from your previous service provider showing the service(s) you are canceling (bill must be dated within the last 90 days from date of registration). If you require customer support to register for your Reward, please call [redacted] (###-###-####). ©2014 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.

On September [redacted], I uploaded the required documentation as requested when registering for the reward using the Redemption code I received from TWC.

On September [redacted], I received two e-mails from TWC stating the following:

Email #1:

Please maintain your level of service to stay eligible.

You'll be enjoying your reward card soon.

We’re pleased to let you know you are on track to receive your reward card. It will be sent to you 4-6 weeks after you have maintained your current level of service and have kept your account in good standing for 90 days from your installation date.

You may check your status at any time by clicking below. Please call us at ###-###-#### with questions.

Thank you for choosing Time Warner Cable.

Email #2:

Please maintain your level of service to stay eligible.

You're right on track to receive your reward.

Congratulations! You have successfully registered for your reward. It will automatically be sent to you 4-6 weeks after you’ve maintained your current level of service and have kept your account in good standing for 90 days from your date of installation. You can check your status at any time by clicking below. Please call us at ###-###-#### with questions.

Thank you for choosing Time Warner Cable.

On September [redacted], I checked the status of the reward on the TWC website and it showed a timeline with a few "milestones" I had to meet before I received the reward, which was the 90 day account in good standing period. So as of September [redacted] I was still on track to receive the reward.

On September [redacted], I went to check the status of the reward again, and was met with very disturbing news: Sorry you are no longer eligible for this reward. I was very alarmed when I read this, so I proceeded to call TWC.

Call #1: I first called the rewards department at ###-###-####, and they told me they only process the information they receive from Time Warner Cable, and gave me a new # to call.

Call #2: I then called ###-###-#### and spoke to a customer service rep regarding the issue and they told me I was never eligible for the reward based upon the services I signed up for. I asked to be transferred to a [redacted] and after being on hold was hung up on.This call lasted 23 minutes.

Call #3: I then called ###-###-#### and spoke to a customer service rep who was kind enough to transfer me to a [redacted] without much hassle. I explained my circumstances to the [redacted] and even he was baffled as to why my reward has been cancelled. I met all of the requirements as outlined in the Terms and Agreements and he advised I should file a complaint. He said under no circumstances could he sign me up for the reward, but he could offer a $65.00 bill credit instead. I told him no thank you, and I would like to speak to someone else above him he could authorize the reward for the Dell Laptop or a credit for the same value as the reward. He then proceeded to put me on hold for 10-15 minutes and I was re-routed to the Customer Service line again. I then had to explain to this person that I was on hold with a [redacted] regarding a credit on my account or the Dell reward and the person very sternly told me I was not eligible and there was nothing I could do about it. This upset me, so I told the CSR that I don't think I am happy with my service and they put me on hold and transfer me to Customer Retention Department. I told the Customer Retention Department I need to speak to a [redacted] and they transferred me to the final person I spoke to which was [redacted].

[redacted] informed me of the following very matter of factly:

1) I was NEVER eligible for the Dell 2 in 1 reward based upon the services I am signed up for

2) The email's and redemption codes I received regarding the reward was due to a "glitch" in their computer system

3) I was not eligible for any type of credit or refund on my account

This call lasted 1 hour and 55 minutes with zero resolution and a very frustrated and upset customer.Desired Settlement: I would like to have my reward re-instated for the 2 in 1 Dell laptop, and I would like an explanation for why I was initially eligible and received the redemption code as well as confirmation e-mails saying I was on track to receive my reward and then all of a sudden, I was no longer eligible.

Business

Response:

On 9/**/14 customer was advised she was not eligible for the offer as she moved from one state to another but still has services in the other state.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

TWC has replied that I am not eligible for services because I have service established in another state. My previous service provider was Comcast and I no longer have ANY services provided from them in this state or any other state as TWC alleges.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good afternoon,TWC apologizes for the confusion. The offer had been made and expired on 12/*/14. TWC will honor the credit if it is considered a fullsettlement and resolution by the customer.This offer is open for 10 (ten) business days.Customer can send email acknowledgement to [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Since October 2011, I have been charged for two set top boxes, while I have always had only one.

HD Set-Top Box 11.25

Set-Top Box 11.25

At one point, I questioned this charge during a bill review with an agent over the phone and was told that this was just a charge for high definition (HD). I accepted this explanation at the time. On September **, 2014, I went into the TWC office at [redacted] in Manhattan and said I wanted to drop the HD package and just pay the $11.25 for the box once. It was at that time that I was told I have been being charged for two boxes. This means that for 36 months, I have been overcharged an extra $11.25 per month, or $405 in total. I have since spoken with three separate clerks who have all agreed that I was being charged for two separate boxes even though I have only ever had one. The second box charge has been dropped from my account so the problem is corrected going forward. TimeWarner has also agreed to issue a credit for 6 months (April - September 2014) of the overcharge as of September **, 2014, in the amount of $67.50. However, I have still paid an additional 30 months (October 2011 - March 2014) of $11.25 monthly overcharge. This amounts to $337.50 of overpayment which I would like to be reimbursed for, especially given that a TimeWarner employee misled me early on regarding what the additional $11.25 charge was for.Desired Settlement: Refund or credit in the amount of $337.50.

Business

Response:

On 9/**/14 a CSR reviewed the billing and account with customer, in detail. A credit of $67.50 was issued for the errors noted by the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is true that a credit for 6 months of erroneous billing was issued. However, there still remain 30 months of erroneous billing for which I am requesting a credit. At the time of accepting the partial credit for six months, I knew I would not be able to get further with the agent on the telephone. I did not indicate that the 6 month credit fully satisfied my request, as I was paying for a service that I did not receive for 36 months and the company was dishonest about what I was being billed for when I asked previously.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was not told that acceptance of the partial credit meant Time Warner felt I could not proceed with the matter further. It s abhorrent business practice that Time Warner would bill a customer and collect payment for 3 years for a service not provided and present dishonestly what the billing is for when questioned. This customer service and business practice is unacceptable and despicable. I intend to cancel all of my services with Time Warner at my earliest possible convenience and set up new services with a more reputable provider.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC regrets any confusion, however, the issuance of credit done with the understanding the matter is resolved. TWC is not stating there was not a misunderstanding and is not stating the customer is in error, howver, TWC considers the matter resolved based on the processing of the credit.

Review: Haven't had internet service for over a week, have called several times to complain. On Wednesday 6/19 was informed service team would come on Monday 6/24, called Friday 6/21, Saturday 6/22, Sunday 6/23 and Monday 6/24 in the morning to confirm appointment. At 10:00 am on Monday 6/24 I was able to confirm the appointment for that same day between 11:00 and 12:00. Nobody showed up. Called again at 12:10 on Monday 6/24 and was told there was an outage and they did not respond for outages. I then complained that this was an issue that needed to be looked after to resolve, I was put on hold and then told they could resolve it without coming to my place. So somebody would look after it without the need to come and they would call me back that same afternoon. Nobody called. Monday 6/24 at 10:00 pm called again since had no internet, was told there was no entry regarding my complain earlier that day and that there sas no report on any work done inside or outside my place. Further calls I have always been placed on hold and not received any response nor justification and I still have no internet.Desired Settlement: Have the service work according to terms of contract.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

My internet connection has resumed, however there is no way to recover the time wasted when Time Warner Cable missed their appointment with me and failed to resolve my problem for 10 days.

Sincerely,

Review: It was hard to decide what to choose on the "primary nature of the complaint" as so many things went wrong here... I suppose the primary problem here is that I tried TWC out, didn't like them, and switched back to [redacted] I did this within a month, therefore the worry-free guarantee covered this. They think now for some reason that I owe them $46... I got one call about this from them EVER about this over 6 months ago; I told the woman they were mistaken, as I had canceled within 30 days, per their guarantee ("If for any reason you are not satisfied with your Time Warner Cable products and services, call us within 30 days of your installation date. We’ll cancel your service(s) at your request and refund your account—guaranteed."). She got sassy on the phone, and she told me "good luck, you're wrong" and angrily hung up on me. That was the last I ever heard about a debt, and that was over SIX MONTHS AGO. I get a letter this week, sent to my old address ( I haven't lived there in 5 months), passed along by an old roommate, stating they sent the (incorrectly charged) debt to COLLECTIONS! Now I have a collections agency calling me about this nonsense. Worse, it was also false advertising, as their sales rep had characterized their service to be better and cheaper than our current service (I have the entire conversation on my phone, available to a rep that wishes to contact me) and on email. It turned out to be incorrect, and when confronted with this information, the sales rep who sold me on the service suddenly stopped responding. So, we have MULTIPLE issues here- failure to honor money back guarantee, advertisement misrepresenting a service, billing or collection issues (check pretty much every box in that category above), refund/exchange issues!

I would be more than happy to produce evidence- emails, texts and a letter from a collections agency on this matter.Desired Settlement: Cancel the debt collection action you've taken, as the debt is non-existent, and immediately undo any damage done to my credit if a credit agency has been contacted

Business

Response:

On 4/**/14 [redacted] advised customer the account was credited to a zero balance, TWC has updated their records.

Review: Please stop TWC fraudulent billing activities.

Since the middle of 2015 TWC keeps sending us unauthorized billing charges and never corrects the billing errors. They've also declined provide with invoices started from 01/**/2015. in june [redacted] 2015 they've installed 2 DVR boxes and a new modem , when technician said in front of witnesses that these new services won't cost us anything . We never used DVR services and never needed these new boxes. TWC charged us for both , without correcting the billing issue later . Before June 2015 , we never paid for a modem , after we've got a new modem , the company started charging us $8/modem without us authorizing them for this . It was never a note in our email/or invoices indicating this change in our agreement . New charge simply appeared on a bill . Based on $8/month cost , TWC currently owes us $72. the DVR service has been charged as $12.95 + the rental cost of the boxes ( $15/ea) . TWC removed the boxes by the end of February , so up to date they owe us $116.55 for the DVR service . Additionally , we were waiting for the regular boxes and wanted to remove extra boxes that we didn't need for 2 month, while the bills indicated the old amount and the company has forced us to pay ridiculous bills exceeding $350 just to keep services. However , when we requested credits , we've only got back one time credit of less than a half of what we paid in 3 months , also the credit was never included recent charges, taxes and the difference between the old amount and a real amount we need to pay . We're requesting a full credit of $179.19 to be applied as a result of misleading charges. Since we're requesting updated bills and stuff , we have delayed our payments and TWC has applied late payment fees to our account . That needs to be removed immediately on all bills coming in from June 2015 to March 2016. $72 The voice mail service was never requested as we have an answering machine , so that's another $18. Also ned to remove that service from our package.

Please assist us to get back a total amount of $457.74 Thank you .Desired Settlement: Company should put a credit on our account in the amount of $457.74 as it's been indicated above. Additionally , company should remove the involuntary charges , such as modem rent fees and a voice mail payment for the life of this account.

Consumer

Response:

At this time, I have been contacted directly by Time Warner Cable's New York City Region regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Company's representative Rob Riedinger has contacted us approximately 2 weeks ago , during our conversation we have indicated that the company's supervisor Justin [redacted] has made a promise to correct our bill and dismiss incorrect charges on our account. The promise was made on January [redacted] by Justin , and [redacted] told us that he's gonna get back to Justin [redacted] to verify the information , which we have recorded and filed here , however , [redacted] never called back after it and the bill hasn't been corrected . At this point, all the representatives we have contacted so far broke their promises and ignored our requests . We have plans to file a small claim complaint against the company and report their illegal activities to consumer affairs and FCC. Hope this helps.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The $100.00 credit issued was done so, in good faith, with the very clear understanding it was an all-encompassing settlement. The credit was issued solely to resolve the matter and in no way reflected the correctness of either party's position. There is no basis for any further credit and additional credit will not be issued. TWC considers the matter closed.

Review: We are having connection issue / signal issue (according to the tech) for the past 6 months since we got the service. Techs came out several times and were unable to fix the issue. They keep blaming different things such as issue at the pole, back-end, etc. This is very inconvenience it causes the internet to go down many times a day and causes lots of issue at our business. We have many things connected to the internet such as the Point of Sales system so we are unable to accept credit cards when the connection is down. We are tried calling tech support many times and they never fixed the issue. We have been paying lots of money for the past 6 months for the service we are not even really getting.Desired Settlement: We would like Time Warner Cable to come out and fix the issue for once and for all. They have been charging us every month for the service and yet to have fix the consistent issue we are having. We would also like some sort of compensation for all the troubles we have been having.

Business

Response:

TWC's Business Class has been in touch with the customer. Repairs were made on 3/**/14 and all is now well.

Review: I have been a Time Warner customer for over 20 years. At the present time, I pay almost $90 per month for only high speed internet. For the last almost one year, my service has not functioned properly. I have notified TW on numerous occasions. I have had lengthy online chats, lengthy telephone conversations, taken time off for visits from technicians, equipment changes, etc. The bottom line is that TW says that all is OK at my end but my service still doesn't work properly. I know that several of my neighbors have also complained about the same issue but TW insists that they have no record of such complaints. We did find one TW employee who said that some equipment in the street needed to be fixed or changed but he has disappeared and we still don't have proper service. I again spent over one hour in an online chat today at the end of which I was told to call billing for a reduction in my monthly rate and was given a phone number. I called that number and ended up being transferred to 3 different people to each of whom I had to explain the whole situation. And then it turned out that none of them was in billing and that they were just customer liaison reps. The company offerred to send out another technician and give me a refund of $45. That's it! I feel like I am being dodged, passed around, accused of lying and fleeced!Desired Settlement: I would like a reduction in my monthly rate to $45. This is the package being offered by TW to new customers for a phone, TV and internet package. I am willing to pay that for internet alone but not a penny more. Should they be able to get service to operate properly on our block, then I would be willing to pay more in the future. In the meantime, I have been overpaying terribly for the last year and the company is not willing to do anything about it.

Business

Response:

9/*/14 [redacted] SPOKE WITH [redacted] CONFIRMING SPECIAL $39.95 PROMO SHE NOW HAS FOR INTERNET SVC. WITH RESPECT TO HER INTERNET SPEED, SHE'LL BE GETTING MAXX MODEM WHEN HER SCHEDULE FREES UP. AT THAT TIME, SHE MAY CALL [redacted] TO CONFIRM SHE'S GETTING PROPER SPEED. AS A COURTESY AND IN GOODFAITH, BOB ISSUEDG 1 MONTH CREDIT.

Review: The primary nature of the complaint began with the sales department misrepresenting services that were unethical at the time of purchase. My niece, [redacted], has had numerous experiences with TWC NY and decided to speak to them regarding new services for me. Because she understands the unethical practices TWC NY has done to her and other family members in the past, she decided to speak to them personally and opt for services. Therefore, she is a primary witness to all that was promised when first opting for services with TWC NY. Initially, TWC NY agreed to give me an affordable price for services starting at $86.00 or so for internet and cable TV; however, this was not honored, and it was not documented. The bill came for $112.00 give or take, it gradually began to increase without having purchased any ON-DEMAND MOVIES. I was also offered 2 years of DVR service free of charge, and this was not honored either. As described above, TWC has a habit of offering customers promotions that do not exist so that customers can upgrade services, and subject them to a contract. I agreed to $86.00 because it was affordable, and my family agreed to help when I could not satisfy the bill. I had no clue that these promotions were false and rely on the sales department to conduct legally and in accordance with the policy and practices. When I requested a copy of their policy and practices, I was told that this information is not readily released to customers and that I must rely on whatever information is given to me over the phone. Advertisements are falsified to trick customers to make purchases under a pretended monthly bill amount presented at the time of purchasing products and services.

The second issue has been the practices and ethics of the collection department. My niece has been disrespected numerous times by TWC NY and our concerns have been ignored. On November *, 2013 my niece spoke to the Collections Department and was met with opposition. Collection Department uses unfair and unethical collection practices. During a conversation, my niece was informed that $399.75 were for the months of November and December, which is false. The billing department did confirm that these amounts were only for September and October and that November bill has not been generated. Collection department argues that November billing statement has been generated since October [redacted]. There is utter confusion as I am not sure when my bill is originally generated. In retrospect of billing matters and the charges, when the two are divided I am paying an excessive amount of money where September would be $199.75 per month, and all I have is basic services and internet. When I questioned the billing and the collections department's practices, the representative became aggressive. His response was "I don't know. I don't make the changes." This gives TWC NY reps the right to speak to any individual in a condescending manner, and it is not in their job description to do so. Consumers are mistreated without mercy, and reps are not held accountable for their lack of professionalism or abusive mannerisms when a customer is reported to collections. TWC did not warn me that the time limits for payments was reduced by 10 days. I searched all of my TWC billing statements, and none describe or alert of this change. My cable services were terminated because of this and the collections department refused to acknowledge this error or lack of information reported to me. I was obligated to pay a reconnection fee of $35.00. In recent transactions, my niece made a postdated check and my services were terminated regardless of the agreement made. I had no cable services and when the collections department was alerted the person assisting my niece was adamant about reconnecting. She was investigating the matter and took quite sometime to do so. I am most sure this was properly documented as it was extracted from my niece's bank immediately for $134.55.

TWC NY violates their own contract on many levels. For instance, there is no set lat fee charge. When my niece spoke a male rep at collections, he told her that the price for late fee changes and there is not set price. She questioned this action, and he responded as described above, "I don't know. I don't make the changes." He stated that it fluctuates from $5.99 to $8.00 at the company's discretion. Customers are not notified of changes and the effect it may have on their bill. I do understand that a late fee must be charged as part of their policy for services; however, $5.99 to $8.00 and the fluctuation is inappropriate. In respect to the customer service rendered by employees toward a customer is utterly unacceptable for a customer to be belittled, badgered, and mistreated. TWC NY representatives make references toward non-payment and are badgered about not paying their bills on time. After the due date, a person has 67 days to pay the bill and on the 62nd day they can call to make a payment arrangement for the minimal amount. This was reduced drastically by 10 days, and I was never informed until my services were "temporarily suspended". Agreements are almost never honored, and customers are often lied to when opting for services. I am a victim of this as was my niece and her husband. If I were the only customer suffering these issues, then I would not file a complaint, but there are others as well. TWC NY cannot explain why one department has an amount due and why another has a different amount. The rep could not explain with certainty from where the overcharges were coming from. It appears that I am being overcharged for services and have been for as long as I have been a customer.

Defective products are another issue that has remained unmet. Upon receiving new services, I was providing with defective devices, and I was subjected to pay for the services they were providing for my home. The devices to-date are defective, and the only solution is to pay for the installation and delivery of new devices or pick up new equipment at a location far from my home. TWC NY does not provide adequate and working equipments. It is seldom that TWC NY agrees to credit an account for non-working services. Their refunding and exchange policy are never honored. In this line of complaints, repair issues are ineffective, and I have to continuously reboot the device which at times shows a blank picture, and we have been only had an audion for two days.

Service agreements are falsified to customers in order to complete a sale. This is fraud and a violation of their policy and practices. This is illegal and corporate theft. Nonetheless, all of these issues have been ignored. I have seen and experienced the illegal corporate theft of TWC NY that victimizes customers on a daily and monthly basis. At this point in time, my bill is excessive, and I am not sure why. My plan was supposed to be locked in at a price of $86.00, and I am found paying nearly $200.00 a month. The incompetence and lack of service is daunting on me. My niece is requesting vital information about my account and TWC NY is stating they cannot access this information and can only do so 6 months back. A $10.00 charge is being requested for the records. According to [redacted] at the Billing Department, I was given a promotion to pay less and coming next bill cycle, Nov. [redacted], I will no longer be under the promotion and an increase of $79.00 to $92.00 will take effect. My bill will be $150.00 for internet and Cable TV. This is an exorbitant amount of money for me, and I am not sure what this promotion is. My niece was never informed that I was on a promotion since I was paying full price at $114.00. This explains my concerns about false advertising, false service and sales pitch as well as TWC NY making changes to customers account with notification. I will proceed to downgrade services and remove internet because of the high cost value and the unknown changes and I have been rerouted to collections in all attempts. [redacted] transferred me to a separate department, which may or may not be available to assist me. No information on my account was given to my niece because they do not have this dating back 6 months. The only documents they will resend are the billing statements and nothing more. This does not give me an indication of what the original date of purchase was, when the account was upgraded or downgraded, original price and any other changes in pricing, etc. No assistance was offered, and no real solution was offered or applied. The only information given was that my bill will rise from $133.50 to a little over $150.00. I cannot fill of the additional details because I do not have the specifics and TWC NY refuses to provide.Desired Settlement: I am calling TWC NY to reimburse all payments made for since the time I subscribed for services until this point in time. Reason for the request, TWC NY has committed many illegal acts that violate their policy and practices, federal laws, and has engaged in corporate theft against customers. I am a victim of this crime. I will no longer use their services and will switch when this matter is properly settled. I am requesting that a full refund check be awarded for this ordeal. If this is not settled, then I will be forced to file a complaint to the government entities about the fraud and theft I am encountering among all other issues that I have described in this complaint.

Business

Response:

[redacted] has left messages (on 11/* and 11/*) and has not received a reply.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have checked my messages for any messages left from TWC and have found none. Nonetheless, I have repeatedly called TWC to cancel services and it appears that they are unable to do so. TWC basically manipulates customers accounts, forces customers to be charged an exorbitant amount of money for services which they are not receiving, falsify promotions to reel customers in and so that customers can develop a genuine interest for non-existent product and prices, no real solution is offered and reps do not follow through on agreements made with customers as well as do not properly notate the accounts of these agreements leaving customers to meet their demands for services, customers make payments and often times find their services discontinued even after complying with the minimum payments, policy is changed at the companies discretion without warning and customers are not alerted in their statements, etc.

As [redacted] stated, "TWC can basically do anything without the customers approval". I have two prime witnesses because they were also TWC customers and are now in a mess of debts because of the fraud that TWC is so easily allowed to commit against customers accounts. My niece and her husband returned all equipment and their accounts were never adjusted or charges were never reversed. They called repeatedly and had gone through what I am going through now. TWC customer solutions department stated that an equipment pickup cannot be scheduled as my services have been disconnected. I have been trying for several days to cancel the account and have my equipment picked up, but to no avail. I was either transferred more times than I can remember, placed on hold for more than 45 minutes, and or told what [redacted] stated today, "The system will not allow me to setup an appointment to pickup their equipment." I am disabled and unfortunately so are members of my family. There is no accommodation for individuals like me. I cannot travel half way across town or travel long distances to return equipment in order to cancel services so that I will not be charged month after month. This will only lead to TWC reporting me to the credit bureaus which they so readily do without care.

To demonstrate the magnitude of bias against someone who reports TWC to agency's like the Revdex.com, a neighbor found it quite odd that I am being pressured with ridiculous demands of payment and services. She has been a long time TWC customer and her monthly debts are in the $500.00 range which is past the 67 days allotted after the bill is due. She makes the minimum payment to allow her services to remain active and working and she has only had them shut down once in 25 years. TWC has been pressuring me to make large amounts of payments which my niece has been kind enough to do leaving her in a deficit every month. After she agreed to make a postdated check for 129.05 for 11/*/13, my services were suspended. She called and they restored the services which lasted on for 2 days. The services were suspended again and she was being asked to pay a bill of $300.00+. I was being charged for months that were not yet in effect like November and nuary. The billing date is on the [redacted] and she was lied to and told it was on 11/*/13. TWC deliberately put me at a disadvantage because I filed a complaint about their products and services which are not in operable conditions for 100.00+ dollars. I often had trouble with the cable box and the internet as well. The TV went blank during this time and we could not watch the shows playing. The internet would often run slower than normal or not provide a connection. The services rendered are overpriced and inoperable.

I will make a payment for the months in which I had services and need a detailed amount per month. I did not have cable services in November after the [redacted] and will not pay for this month or the month of December. I am requesting that the call records be pulled and investigated from 2/**/12 to present. Services were offered at a discounted price due to a current promotion that was occurring. The sales representative lied and stated I would pay a lesser amount due to the promotion all the while the bill was going to be excessively high. The bill has continuously increased from 112.00 to 144.00. If this matter is not resolve promptly, I will proceed to take legal measures. An appointment to pickup equipment should be made immediately so that the account can be cancelled properly. TWC swindles customers and illegally manipulate their policies to benefit the company placing undue hardship upon customers. In one conversation with a billing rep, he became irate at a question about the sudden changes in late fees & charges. His response in a sarcastic tone was "I don't know. I don't make these changes." Is this the manner in which a customer should be talked to? How can a late fee fluctuate from 5.00 to 8.00 at the companies discretion? On one bill they charge 5.00 and the next 8.00. In retrospect of the above, I believe that TWC should not have received payment form 2/**/12 to present. On several occasions, we complained and our complaints were ignored. I am now facing a bill of 401.36 after having paid 129.05 for an unknown month. It appears that I owe 3 to 4 months judging from what I see in the billing statement that was recently sent. I have been paying and paying and it appears that I never catch up with payments. There is an error and TWC knows there is, but refuses to acknowledge.

I no longer want the services and will go elsewhere for services. I will wait for a reply from TWC via Revdex.com. I am not eager to accept calls as I have tried several times to resolve this issue and you can cross reference the times I have called to remedy the matter. Thank you,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have submitted complaint number [redacted] and did not receive the opportunity to respond to this complaint as I did not see the option to do so before the complaint was closed. I would like to reopen this case as there are several issues that have been ignored. The only issue TWC was consumed with is that I offered to return the equipment. However, they are even adamant about sending a technician over to collect the items. My niece has paid they large amounts of money to keep my services running and functioning. They give the client false hope telling them that if they pay the minimum amount their services will remain operating. It is a scam used to urge the customer to pay. I have been a good paying customer. I have been overcharged and and charged for services that did not operate according to the advertisements made via mail and media. I often had connectivity problems, problems with pictures, sound, etc. In one instance, [redacted], a worker at TWC admitted that they had the right to do basically anything to a customers account at their discretion without consequences. He admitted that the customer has no control over the changes they made sporadically. This is ludicrous. The company has no regard for the disabled and refuses to accommodate such customers. They business practices are sloppy, discriminatory, and fail to accommodate. I notice an immediate change in treatment when I began to report their underhandedness. My services were cut off after having paid the minimum and according to their policy my services were not to be discontinued after having paid the minimum amount. No leniency was afforded like they do to a customer or customers who are in debt over 500.00. I personally know a neighbor who has been in debt for over 25 years and her account has not been suspended for carrying a balance of over 500.00. She makes a minimum payment and has had her services for over 25 years. I owe $125.00 past due and my niece made the payment and my services were suspended. I want a full refund for the lack of services rendered, defective service and products, subjecting me to experience multiple levels of discrimination, and the failure to accommodate a disabled person. All payment made should be reimbursed as retribution. If this cannot be agreed upon, I will file suit against TWC for failing to accommodate, discrimination, providing and selling defective devices to customers while charging an exorbitant amount of money for damaged goods, and false advertisement

Sincerely,

Business

Response:

[redacted] was unable to reach the customer by phone as the phone is not in service. A follow up email was sent.

Review: Time Warner advertised that if you signed up with them and kept your service for 90 days you would receive a $300 gift card. I upgraded my service with then on 1/*/14. I was told I would be eligible for the gift card. I received a Redemption Code post card in the mail. I went to their website and entered the code in order to qualify for the $300 gift card. I then checked on the status after 90 days and 4/*/14 it said "congratulations" and something about the card being mailed but it would take 4-6 weeks to receive (why so long?). After 9 weeks I had not received the gift card, so I called on 6/**/14 and was told that a new card was being mailed. On 6/**/14 I called again to find out where it was. I was told by "[redacted]" customer service rep, that I was part of the "exception list" a group of people that did not receive the card and new ones were being issued. That it would now take another 4-6 weeks to receive. The more I thought about it-it bothered me that I would have to wait that long again. I called again today, 7/**/14, to find out why it would take that long and spoke with a [redacted] a "[redacted]" and she implied that I must have done something wrong in the original registration process to cause the delay. I explained I did what was asked and their website even said the card was on the way. She then said it must have been something wrong with my address-I told her that [redacted] informed me that many people didn't receive the card so it wasn't "just my address". It was as if she was looking for excuses for the delay and wanted to blame me. I feel that if they advertise 90 days for a free gift card they should honor that. It has already been 6 months since I signed up and became eligible for the gift card and yet have not received it nor could the [redacted] tell me when I would.Desired Settlement: I want the $300 gift card mailed ASAP.

Business

Response:

This card was shipped overnight

on 7/** and was delivered and signed for by [redacted].

UPS Tracking #

We run out of tablet inventory

and customer was offered a $150 GIFT CARD which compensates for the cost of the

tablet. FYI!

Hope that helps,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The offer was a $300 gift card for signing up in January of 2014, not $150 or a tablet. The $300 gift card is what I was told I would be receiving and is what I am expecting.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I just re-read the response. It was shipped overnight and signed by [redacted]? I am not [redacted] and nothing has been sent to this address. We have no mailman so if going by regular mail the address has to have [redacted]. It can also state the physical address of [redacted]-but must have p.o. box on the envelope. If it just says [redacted] the post office will not deliver it.

If, it goes by Fed Ex then it can go to the physical address [redacted] (without p.o. box). So, my question is, where was it mailed? Also, again the promotion we were part of was for a $300 gift card when we signed up in January 2014. Thank You, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Customer did receive gift card and all is well.

Review: During the month of November 2013, Time Warner Cable had a promotion for cable and if you signed up you would receive a Samsung Galaxy Note 8 as long as you pay your bill and your service doesn't go off. I've been paying my bill and my service has not gone off. There were no other requirements that I was aware of in regard to the offer. I called the company on February *,2014 and spoke to [redacted] I explain to her what happen and if she could help me she then told me to call back and I spoke to a [redacted] she told me that I was not going to receive it. With no other explanation .Desired Settlement: I would like to receive the samsung galaxy note 8 as promised...

Business

Response:

On 2/*/14 customer was advised the account was past due during ther introductory period and as a result they were not eligible. As a courtesy a credit of of $80.00 was issued. Customer accepted.

Review: I have been a Time Warner Cable customer for years, I have always paid the bill and never been delinquent. Unfortunately, I had an on-the-job accident, which resulted in my disability. I presently no longer work and because of this I am in a fixed income status. I recently moved to another location in the same housing complex on November 2014. I have noticed that my monthly bill continues to increase and I find myself always calling Time Warner to make corrections, which they do adjust but re-add the next month causing an overdue balance. Furthermore, they claim that someone is ordering premium channels from the remote, yet I myself personally have blocked all premium channels with a pin. I do not watch movies nor do my handicapped sons order it. Yet, Time Warner continues to add premium channels to the bill, which is not ordered nor has the services been rendered. I signed up for basic/standard services, no premium channels. I feel targeted and harassed, it makes me sick when I have to spend most of my time talking to this company, yet nothing gets resolved. On 03/**/2015, I paid $133.49. Again my bill has gone up to $267.27 due 04/**/2015. Unfortunately, I do not receive my SSD until the [redacted] of the month. I have spoken to some of the residents within the neighborhood and they also tell me that Time Warner Cable seems to have a monopoly within our area and they also increase many elderly, handicapped, and working household bills. I feel that they are targeting and harassing all within the neighborhood including me.Desired Settlement: I would like for Time Warner to cease and desist the act of adding premium channels from the remote control to my account. Customers should have the ability to pick up the phone and order via telephone the services they want including premium channels. I also would like to be credited for the services of premium channels, which were never provided or rendered. I am only interested in basic/standard services. Additionally, the elderly, handicapped, and working households should have options when it comes to choosing which cable company they want to do business with.

Business

Response:

On 4/*/15 [redacted] confirmed the customer's monthly rates. A goodwill credit of $100.70 was issued to resolve any remaining billing concerns.

Review: When I moved to Brooklyn in July 2013, I looked through the various cable/internet packages available in the area and came across Time Warner which was offering a package that also came with a $200 visa card if you stayed a customer in good standing for 90 days. I selected that package, submitted all the required information, and remained a customer in good standing for the required period. By way of a side note, all of the confirmation emails received from Time Warner regarding the visa cards conveniently do not list the amount of the visa card signed up for. Anyways, after the 90 days, I received an email that I qualify and a visa card would be sent out to me. In the subsequent emails that followed, one mentioned that I would be receiving a $50 card. I knew that wasn't correct, so I called Time Warner. When I spoke with a representative, I was told that that email was a mistake and I would receive my full $200 visa card. When the card arrive in January 2014, unsurprisingly, it was only for $50. After multiple phone calls, I was conclusively told by Time Warner that I am only eligible for $50. After looking through various internet forums, this appears to be a common practice of offering one price of Visa cards and only sending a fraction of amount offered.Desired Settlement: I want the remaining $150 of the Visa card promised.

Business

Response:

Based on the package the customer has taken, Preferred TV and Standard Internet they are entitled to a $50.00 gift card. TWC regrets any difficulty.

Review: I closed my account on **-Aug-2013, having paid my bill in full. I was overbilled, and am owed $41.43, which I have documented. Time Warner Cable has not remitted payment. I have called them three times. The first time (10/**) I was told that the check was cut on 9/**and that I should receive it by 10/**. The second time (10/**) I was told that I should receive it within 2 weeks. Today (11/**) I called them and was told it will take another month. The representative refused to escalate the issue. This is unacceptable for a major company not to pay money owed to a customer who always paid on time, particularly since they charge a late fee when they do not receive payment on time.Desired Settlement: Time Warner Cable should remit payment to me in the amount of $41.43 without further delay.

Business

Response:

On 11/**/13 and 11/**/13 [redacted] left messages, voice mail, home number. To date there has been no reply.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

TimeWarner has still not remitted the payment, which is now 111 days past due.

Sincerely,

Business

Response:

A manual check is being processed and will be sent within 72 hours.

Review: Since December of 2013 I have internet and phone service through Time Warner Cable. The monthly service fee is always automatically charged to my credit card every month. In the past 3 months TWC has been making errors with my charges and payments and I have been receiving harassing letters and phone calls threatening to terminate my service due to non-payment. I have repeatedly called and spoken with several customer service and billing representatives. I had my bank on the phone at the same time who stated, as does my credit card, that the bank paid TWC for the monthly service. TWC representatives all said the situation was resolved, but the harassing calls continued; I was being charged late penalties; and yesterday my service was terminated. When I was finally put through to a [redacted] in the Escalations Department {Prior to last night, any time I asked to speak to a [redacted] my request was denied.}, she told me she was personally sorting out the problem and was adjusting my bill to $182.66 for October-December and that, due to her position, what she told me was correct. Today I called to review my new bill as it reflects an upgrade fee I did not request and to ensure my account was corrected. {Experience with TWC has taught me to check status.} I was told my credit card was being charged a higher amount and when I was put through to a [redacted] named [redacted], she told me "Come on. You can't expect a credit because of human error." This after 3 months of this aggravation. Never have I ever experienced such a lack of professionalism, lack of competency, or such disrespect from a business. {Please note: I have been calling TWC since October, but unless I'm doing it incorrectly, your calendar only allows me to post 3 dates of my complaints.}Desired Settlement: I would my charges for October-December to reflect what the [redacted] in Escalations told me on December **: $182.66. And for all the harassment and inconvenience I have endured for the past 3 months, I would like the service fee for that same amount of time waived.

Business

Response:

TWC regrets the difficulty, the account has been corrected as confirmed and a discount of $7.00 per month is being applied for the next six months, as a gesture of goodwill. TWC cannot issue a credit of $212.94, the equivalent of three month's service charges, as requested. While TWC apologizes for the inconvenience there is no basis for such a credit.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was told my rate expired when my service was turned off due to Time Warner's mistake. Therefore, their restoring my rate is not a courtesy. It is merely them correcting their mistake. At the very least, the $7 "discount" should be applied for 1 year. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

On 12/**/14 the customer was given the $7.00 per month discount for a further six months. This is the maximum term for this discount.

Review: In October of 2012 I received a notice that TWC would start charging $5 a month for the use of their cable modems, a fee which I did not want to pay. I looked at their website and purchased a compatible modem from [redacted]. On October [redacted], the modem arrived and I called Time Warner to activate it. I disconnected the old modem, gave the MAC address of the new modem which I purchased and shortly was up and running. I returned the modem to a TWC technician shortly after (I saw him in the building, but I'm not sure of his name or identification). A few months later in 2013, I noticed that I was still being charged for leasing the modem. I called TWC and a support representative said they would reverse the charges and credit my account. Since my account was on auto-pay I did not look at the bill every month. I then moved in July 2013, and called to have my account transferred to my new apartment. I also noticed the charges were *still* showing up my bill so I told the representative I spoke to and they said they would have the charges removed. At some point they raised the lease fee to $5.99 a month. It's now been 2.5 months since I moved, and looking at my last cable bill, the lease charges are still continuing. I called a representative today, sat on hold for over 30 minutes and finally was told they could only remove $14 -- the amount of money they'd charged for the lease of the modem since I moved, but could not credit my account for the full amount of the incorrect charges. I confirmed with the rep that I had returned the modem previously and asked to speak to a supervisor. After a lengthy amount of time on hold, I was told a supervisor would call me back by the end of the day. They never did.Desired Settlement: I want every charge for renting equipment which I did not have in my possession from October 2012 to the present expunged from my account and credited toward my next bill.

Business

Response:

CUSTOMER LODGED COMPLAINT WITH Revdex.com DISPUTING

$72.00 IN FEES. $14.97 CREDIT HAS BEEN ISSUED, A FURTHER $57.03

WAS APPLIED, IN GOOD FAITH, TO RESOLVE THE MATTER.

Review: Since I have lived in New York I have had service with Time Warner and it is consistently been terrible! Initially I only had a cable package which included premium channels and DVR service. Though this seems basic enough, I consistently had issues with service outages, the screen and picture being scrambled and frozen, and my OnDemand and DVR service not working. Several months ago I upgraded my service to include their highest speed Internet in addition to my cable package; I also had to accept a phone line is part of this package. The technician who came to my apartment to set it up was not only late, but was also inappropriate in his behavior towards me when he arrived to set it up. He commented on my smile and general appearance in a manner that made me feel very uncomfortable, however at the time I chose to disregard it because it wasn't as if I would have to deal with him again. Since that time my service has been even worse than it was before! All the services have been spottier than ever! Nothing ever seems to be working consistently. The cable works, but the on-demand doesn't work. My wireless is good, but everything else is is down. For more than the last two months my actual cable/DVR box has not been working, every time I would call customer service to address it they would reboot it and tell me that it was going to be fine until it finally seemed to go kaput. Sometimes their efforts to fix the issues with the cable would work but mostly they wouldn't and the only way to get service again would be when the box would randomly start work again. When I would call to let them know that my screen the scramble or my on-demand service wasn't working they never ever seem to know what to do. I arranged for a technician to come to my apartment one morning to address all my problems, I even canceled a doctors appointment that I still had to pay for in order to make sure that all of the service issues were finally addressed. The technician never showed up! When I called customer service to complain again about my service issues I was told that he is noted that he did show up for the appointment. It got to the point that they started using the excuse of outages for the error messages on my box and lack of service, so I stopped calling for a while and just assumed that this was part of the horrible service that Time Warner is known for. If service outages were really the cause of the consistent problems I have been having then Time Warner needs to do major adjustments to their infrastructure to make sure that they don't occur with such a high level of frequency. Today in order to try and solve my service issues, I once again took the time to go to a Time Warner service center and switch out my box. While I was there I also let the representative know that I am having issues with my Internet and scheduled an appointment for a technician to come. When I got home I tried for almost an hour to set up my new box only to continue to get error message. The customer service representative I spoke to on the phone this time let me know that she believed that I had major wiring issues that are causing me to have this level and consistency of problems with all of my services! Even though I have arranged for a technician to come to my apartment tomorrow, I have no confidence that this problem will be solved. The only reason I have not canceled my service with Time Warner is because there are no other Internet or cable providers in my neighborhood. Though this company already has the worst reputation in its industry for customer service and service as a as a whole, there should be no excuse for the gigantic gap between the amount I pay every month ($200+) and the level of service I receive (I would give this company a rating of an infinite number of negative stars if possible).Desired Settlement: I would like a full refund of my billed service for the last several months. At minimum, I feel that I should get a full refund of billed service since I upgraded my cable and Internet package since the upgrade has only caused my level of service to plummet!!!

Business

Response:

On 5/**/14 [redacted] left a follow up message, voice and also sent a follow up email. There has been no reply.

Review: I am [redacted] of [redacted], a Mexican and Spanish Restaurant. I depend on Time Warner Cable for my internet and phone service. My service has been down since the [redacted] of May, which is one of my busiest days of the year. When I called and informed them that my service was down they insured me that someone would be there that day, which didn't occur. When someone did finally show up, they told me there was nothing they could do that the problem was in the wiring outside. I have lost thousands in revenue since there service has been down because I had to turn away numerous customers who did not want to use local ATM machines they didn't trust. This is the second year in a row that the service was interrupted for our Cinco De Mayo celebration. We had large parties for Mother's Day that chose to go somewhere else. As of yet, the problem still hasn't been resolved. I've been continually calling them, only to get the run around. The two businesses adjacent to me also have no service and since they're [redacted] whose english is limited, they're not able to make a complaint. I could really use your help.Desired Settlement: I would like Time Warner to compensate my business for lost revenue.

Business

Response:

This issue has been resolved. We’ve spoken with [redacted] and

expressed our apologies for the delay in resolving his issue. A technician was

dispatched today and has resolved all technical issues. A 1-month credit has

been applied to the account. Please let me know if there are any questions.

Thank you.

Review: I was approached by a TEXT representative. He offered a package of tv, internet, and phone for $99.99. We discussed what would be included and how many rooms would need cable service. He explained I would have 5 premium channels and 5 boxes, 1 HDdvrand 4 HD converter boxes all for a total of $99.99 plus taxes. From the beginning I had issues. First no premium channels and to date I now have 4 out of 5. Next an issue with my bill which is more than double the amount agreed between the representative and myself. I've contacted TWC and they said there is additional equipment costs and apologized that the representative didn't include the cost of it on our agreement and I have no choice but to pay. I have a copy of the agreement and the total states $99.99 with all services and boxes included. They have misled me into signing up for services and not abiding by the signed agreement between Text and I.Desired Settlement: I want the services and amounts agreed per the agreement between TWC and myself.

Business

Response:

Our records indicate customer has returned equipment and closed account as of 5/**/14.

Review: I called Time Warner on 11/**/13 and cancelled my internet service. I spoke to [redacted] who processed the disconnection. I told her that I have my bill for the service period 10/**-11/**/13 and I requested a prorated bill for the period 10/**-11/**13. [redacted] assured me that my account would be updated in 24 hours.I had an online chat with [redacted] on 11/**/13 and requested the prorated bill again. I have a copy of the Chart Transcript. I received a bill for $33.17 for the service period 11/**-12/**/13 and I called Time Warner again on 11/**/2013 for an explanation because I cancelled my internet service on 11/**/13. I spoke to [redacted] who assured me that I would receive a corrected bill in 7 days.I received a "past due" email on 12/*/13.I received another "past due" email on 12/**/13.I called Time Warner again on 12/**/13 and spoke to [redacted], [redacted], and [redacted], the Billing Supervisor. I was driven to frustration when neither one of them could explain why I was receiving a bill for $33.17 to cover 7 days of internet service. [redacted] stated that her Department "does not handle" my type of inquiry and she referred me again to Customer Service.Today, 12/**/2013, I received a call at my place of business from [redacted] stating that she was calling from a Collection Agency to collect $33.17 owed to Time Warner. I advised her that she must not call my office again.I believe that I have done everything in my power to get Time Warner to send me a correct prorated bill for the services that I used for the period 10/**-11/**/13. Incidentally I switched my internet service to [redacted] on 11/*/13 and it was seamless.Desired Settlement: I want Time Warner to review my account and generate a prorated bill for the period 10/**-11/**/13. That is the 7 days of internet service that I used. I just want to pay what I honestly owe and be done with it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been receiving harassing hang up phone calls and scam calls for many years over my Time Warner Cable VOIP phone system. Recently I filed a complaint with the New York State Police over the harassing calls. I have been in contact many times with Time Warner Cables Service Representatives both on the phone and more recently using live chat so that I may have written records of my interactions.

My complaint is as follows despite being assured that they would provide technological solutions to end the harassing calls they have not stopped them from occurring. The service I was promised was not provided. I do not feel that I am paying to be harassed. I am paying for the service and I should not be paying to be harassed over the service. My belief is that Time Warner Cable should provide technological solutions to prevent these harassing phone calls, which sometimes include attempts to steal information - but mostly are just hang ups at this point. Again, I am not paying to be harassed - so I want Time Warner Cable to help stop the harassing calls.

The analyst did not send me the chat transcripts from my previous complaint so that I was able to create a document, and this time also lied about sending it. The service which was stated as provided to me - sending me the chat transcripts was not provided. Overall I am not being protected or given proper service by Time Warner Cable.Desired Settlement: I want Time Warner Cable to employ technological solutions which they have access to to end the harassing phone calls I receive over the VOIP phone service that I pay for.

Business

Response:

As of */*/14 customer's account has been placed on a "do not call" list. It is also necessary that customer block certain numbers and they have been advised this will be necessary as well. The "do not call" applies to sales/telemarketing calls.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Each time numbers have been blocked by us there is a call from a number with the same first 2- 3 numbers and a new four digit ending. The number of times blocking has occurred by us as consumers is hard to believe. There are people in the household dealing with serious medical issues which are preventing us from getting a new unlisted number at this time. The repeated early morning calls are preventing adequate sleep for those individuals. BECAUSE of family health problems ALL ringers can't be turned off. I believe TWC has the technology to stop the calls or trap the individuals responsible and are unwilling to take those steps. They receive over $2500 annually from our household but claim they are unable to help with this situation. We will change to an unlisted number as soon as possible after a resolution of the current medical issues requiring numerous regular doctor contacts.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC regrets the difficulty, it is necessary customer take steps to "block" the numbers in question. Attached us a brochure with ste-by-step instructions.