Time Warner Cable

Review: When we signed up for Time Warner we were supposed to receive a $100 Best Buy gift card after 3 months of service. The gift card had never arrived and every call I make I am advised somebody is going to look into it and call me back but I never get a response back. They never gave me the promotion they solicited to me.Desired Settlement: Please send me the $100 Best Buy gift card that I was promised.

Business

Response:

Please be advised issue is still being investigated and will follow up Ms. [redacted] as information becomes available. Agency Team

Business

Response:

Spoken with cust and accepted a $100 refund and keep me posted when recieved. Cust has my contact information in case any future issues arise related to this case. Sincerely, Client Relations

Review: I signed up for free self installation and was advise to call back when I have my cable modem. When I did obtain my own cable modem and called back, I was informed that an appointment was setup for a TWC provided cable modem in 5 days. I proceeded to explain I never wanted technician install and only ordered self installation. I was accused of changing my mind and that they would have to cancel my order to start over. I cancelled the order and decided against using their service. They promised to refund the charge they put on my credit card for $64.99 as a start up charge. It has not occurred in 2 weeks.Desired Settlement: I want my refund plus considerations for the time and aggravation they put me through.

Business

Response:

Steps Taken to Resolve:

Review: I am an internet only customer with Time Warner Cable. Over the years, I have had a few issues with my service, but nothing that I wouldn’t expect from a company of this size. However, I have literately been without consistent in connection for the last two months. So inconsistent, my service drops every 5 to 10 minutes on the dot. When I contact customer service, I have been told that its due to the Wi-fi Channel, they change it, and it doesn’t work. Then it was my router, I have changed that three times, it still does not work. I was told that I needed a technician, I was offered a time of 7:00pm which I took. When the representative confirmed the details of the appointment he stated between 6-7pm. I let the representative know that there was no possible way for me to arrive by 6:00pm and he assured me that the technician would be aware and not leave. Of course, that was not the case and the tech arrived at 6:00pm and then left since I had not arrived. I scheduled a second appointment. The technician arrived explaining that it was not only the Wi-Fi channel, but that I had changed the router name (which I was under the impression is within my right), that the router was laying on its side rather than vertically, and that because I have a cordless house phone that was probably adding to the interference. All of these reasons, to be honest, did not seem valid but being that he is the professional, I made the appropriate changes. When he left, I had access for about two hours and then it went right back to failing again. I have contacted TWC at least 20-30times over the last two months which is absolutely unacceptable. Not mention, when I called and asked to speak to a supervisor, the representative proceeded to blamed me for the problems that I have been having. I am unable to complete assignments due to the lack of access so now TWC is not only affected my social time but also my job. I only have six devices that access my Wi-fi at any given time (however they are never operating all at once). And the most interesting thing about all of this is that I didn’t have this problem in the past, so what would be the difference now? Also, I recently had my speed upgraded so I would think I would have fewer problems, not more.Desired Settlement: Either provide me with service that is standard and works consistently or cover the installation cost of me switching to a new provider due to TWC inablity to find a solution to my service problem ($100)

Business

Response:

Hello Team,

I confirmed with [redacted] that her internet is working after the technical visit. I apologized for any inconvenience and issued a credit of $100 for the issues she experienced. [redacted] has my direct phone number for any future TWC concerns. She thanked me for working with her on her account.

Thank you,

Review: I wish to turn off my TV service. It appears I can do all of these things online:-Troubleshoot my service remotely-View my DVR recordings, upcoming shows and schedule new recordings-Upgrade my service-Pay my Bill-View my past bills-Chat with a CSR to fix technical issues or help me upgrade to new servicesYet, somehow, while they can offer me all of these great services at my convenience online, they've failed to master the technology to allow me to cancel existing services. Apparently the only way to do that is to call and wait in long hold lines on phones to talk to a CSR who will probably try to talk me out of canceling and try to upsell me on other products.If a business offers online sales, support and upsell of services, they should be required to allow me to easily cancel the service online and not be allowed to force me to wait in line in some stupid phone queue of an understaffed call center to talk to a human to cancel my service. This is bad business and is ridiculous that this behavior is even legal at all.Desired Settlement: I want TWC (or any business) to be required to offer online cancelation of services if they similarly allow signing up, requesting or supporting such services online, in order to be allowed to do business in the state of CA. The current practice of forcing consumers to waste time in long phone queues to cancel services is extremely unfair to consumers and needs to stop.

Business

Response:

We spoke with Mr. [redacted] and explained that Time Warner Cable would never likely offer online cancellation due to the complicated nature and our desire to retain our customers. We offered to schedule the cancelation for him and went through his options. He accepted a 12 month promotional price for the services he retained and his downgrade completed on 7/8/14. He is aware all promotions start on that day. We have come to an understanding and consider this complaint closed. Thank you.

Review: Called Time Warner to change my address and I spoke to a [redacted] that gave me a rate of $129.99 plus taxes for a package. When I got my bill the charge was not correct. Called TWC and spoke to a [redacted] in customer solutions who was transferring me to [redacted]'s manager. Spoke to [redacted] who told me he was not [redacted]'s manager. Told me he would have [redacted] who is the manager call me. Finally got a voice mail from [redacted] stating that she would call me back and never did. She did not leave a phone # or extension or anyway to contact her. Called back a couple of more times and I am just being told I will get a call because no one else can help me. This issue has been going on for over 2 months and every time I call I get the run around. I was promised this price by [redacted] and then I was told the reason the price went up was because I had 3 cable boxes. When speaking with [redacted] he was aware that there were 3 cable boxes since it was mentioned and he had my current package in front of him. So basically [redacted] lied to me just to get a sale, [redacted] lied by saying he was transferring me to [redacted]'s supervisor, either [redacted] or the last person I spoke to lied because [redacted] said he emailed [redacted]'s supervisor([redacted]) and the last rep I spoke to said there was never an email. So I had at least 3 people lie to me and a supervisor that doesn't want to fix the problem and call me back. I need a call or email regarding this because this is so unprofessional.Desired Settlement: I want a phone call and email from [redacted]'s manager and I want the package I was promised at the price I was promised it. Also, I want the adjustments that should have been made beginning my February bill.

Business

Response:

We apologize for any frustration or confusion the reported concern has caused the consumer. We spoke with Mr. [redacted] on 03/10/2015 to confirm his account currently reflects the desired pacakge. As a courtesy we have applied a $72.93 service balance credit to the account. We want to ensure the consumer is aware that we value him as a customer and appreciate his business.

Review: Time Warner Cable continues to send advertisements addressed to the past tenant of my apartment, [redacted], or to the "Current Resident". I attempted to return the mail and the post office required me to receive it and said that they would return all the mail that I send back to them from Time Warner because of the "Or Current Resident" line listed on the name line of the mail. I called them to request that they no longer send me mail since the Post Office will not stop sending the mail and they said that they could not stop the mail from arriving because the account had been closed. When I suggested that, since the account was already closed, they stop mailing out to me they said that they could not stop the mailings. When I asserted that this was passive aggressive advertising which requires that I look at their brand name on a weekly basis, they suggested that I simply throw out the mail. The problem is that, in order to throw out the mail, I would have to read the mail to see the Time Warner Cable name on the envelope, which then embeds in my brain an even stronger relationship with a brand that I detest and with a brand from which I never asked to receive information. I don't watch commercials and I don't look at billboards that I don't want to see. I feel that Time Warner's ignorance of my request benefits them, and unfairly punishes me with their ads. I informed them that I would report them to the Revdex.com and I sincerely hope that this will encourage them to stop their passive advertisement campaign. They are the first company that has declined my request to stop sending me advertisements, and this is very wrong.Desired Settlement: I would like this company to stop contacting me by mail immediately.

Business

Response:

We got in touch with Ms. [redacted] and confirmed her address. We have now placed a block on the location to prevent all mailings from going to the location. We made Ms. [redacted] aware this will take approximately 30 days to fully take effect due to advanced print times, she thanked us for our assistance. Thank you.

Review: September I called to switch services. From Verizon Fios to TimeWarner. My first issue is that the sales rep told me the Tv adapter would save me money but provide the Same channels Except the premiums. He asked what we watch and I told him. He said we would get them with these adapters. Second the installation couldn't be done for almost 2wks. Then next issue they had when they came to install. (2)The work order only had me down for 2 Tvs not (3) And they wanted to charge me when the salesman Knew I had 3 Tvs. (3) the installation was not done correctly. I didn't get some channels with the adapters and the ones I did were fuzzy. I called they said they would give me a 1 time adjustment of $25 which they only gave me $25. They sent someone out the next evening. (4) the second installer came out and replace 1 adapter and STILL did not work. I called back again and the lady told me for my troubles she would send a Supervisor the next evening and also give me a $300 visa gift card. Never got it. (5) when I found out I don't get all the channels with the adapters the cancellation department told me they would give me 2 recviever boxed at discount. Which I don't.. (6)I had to call and have billing adjust my installation as TW had a promo that said if you get the triple play the installation is FREE.. (7) when I called back again regarding a new statement I received I notice I was not getting discount for my 2 added receivers when I called TW they said as I had a promo on the account I could Not get the promo discount on the receivers. Which I was PROMISED! They said they gave me a 1 time adjustment to my DVR service only. NOT FAIR PRACTICE.. Horrible LIARS. I would like the audio recording of all conversations. To prove myself.Desired Settlement: Don't promise something you WONT give to customers FALSE ADVERTISEMENT.

Business

Response:

Contacted Ms. Ba[redacted] on 10/6/15. I informed the customer

in addition to the $375 in retention credits already on the account, I would

also waive the primary box charge of $11.25 for twelve months. I informed the

customer that she needed to call TWC before 12 month promotional period was up,

otherwise the bill would increase a considerable amount. Ms. Ba[redacted] is

satisfied with the resolution.

Consumer

Response:

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

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID 10837432 and find that this resolution is satisfactory to me.

Regards,

Cecilia B[redacted]

Review: they are charging me an amount that I do not owe, the amount I owe is approximately $30 dollars. I had the internet and wanted the televison service and from one month to anthoer they started charging me over $200 dollars. after I payed the month of the usage I canceled the service. After the service was canceled they began charging me over $100 dollars. Now they bother me everyday from a agency of collection. I agree to pay the amount of money they charge me only for the amount of time witch was 15 days after it was canceled they still kept on charging and that money I do not owe since the service was canceled.Desired Settlement: I am willing to pay the only the time that I used the service and not what they charging me since its over $100 dollars. In other words I want the debt to be canceled and like mentioned above I will pay $30 dollars.

Business

Response:

We have attempted to reach Mr. [redacted] several times at the number on the complaint, but have not had a response to our messages. We are sending a letter with contact information for one of our agents to Mr. [redacted] in the hopes he will call us so we may attempt to assist with his complaint.

Review: I made my monthly payment as automatic recurring but they forgot to charge me and disconnect my network automatically without any notice before action. The late payment is totally their problem since my payment method is automatic recurring. I should not pay for it. The also over charged me an late payment fee. I am complaining their billing and technique service as well as customer service. I called the customer service number to complain and they are so rude and gave me a wrong number to call. They are not a respect business supplier.Desired Settlement: Waive my late payment fee, give me explanation, apology for the non-notice disconnection, and pay for my loss of network disconnection work time.

Business

Response:

We apologized for any inconvenience the reported issue may have caused. We have made multiple attempts to reach the customer on phone number and email provided. Unfortunately we have not been successful and are unable to leave a message since voicemail is full. As a courtesy TWC has applied a credit for the late fee.

Review: when I started service they gave me one set price of 59.99 each month. my bill was extremely high they were charginging me for things I did not want also I had internet service because the technician that came to start installment said I could get it free for one month then I would pay 39.99 each month. after the second month they were advertising internet service for 14.99 a month they never dropped my payment down and after the 3 free months of hbo and showtime I had it cancelled they continued charging me. I told them I was on a fixed income and couldn't afford being charged for services not rendered. now I had it disconnected and received a ridicoulous bill of 666.00. and just this morning was contacted by a tc services a collection dept. for timewarner. I am very displeased with this company and will futher dispute the charges until corrected.Desired Settlement: I want them to give me all the credit and remove those outrages charges and then I will make payment on what I feel I owe.

Business

Response:

We apologized for the inconvenience. We have made contact with the customer and educated her on billing and applied a credit on the customer’s account. The final balance was explained to the customer.

Review: September 2014 I called TWC to modify my plan with them, adding a phone service. The changes I requested to be made were never completed, the new "modem" that was supposed to be sent was never sent. I called back and they were supposed to have straightened it out but again nothing was ever changed and no modem was received. Additionally I was scheduled to have a technician sent out for the install but that date came and went to no avail. I called TWC again to discuss the issues and there were no changes. My billing as of Oct 2014 went from $135 to $33.00 a month. I gave up at trying to work this issue out with them. Today February 19th, 2015 I received a $970 dollar bill from them. I called and talked to 2 people, one rep and one supervisor, both advising that there had been a billing issue and that I now owe them $470 for past due billing. I understand mistakes, and they advised they made a billing mistake but I do not feel I should have to pay for their mistake especially since I tried to correct it on numerous occasions. I had initially contact them because they have a habit of slowly increasing my bill over the months since I started with them and it had gone from $115 to $150 with no changes made to the account and no special deals. There billing practices are ridiculous. There customer service was horrible, I was talked down and talked at with a raised voice for their error. This is not right.Desired Settlement: I want my billing corrected. I want to be treated with respect.

Business

Response:

I was able to speak with Mr. [redacted] and apologize for the order entry error that caused the large billing on his account. I placed a credit on his account for all of the prorated charges and advised Mr. [redacted] to speak with our customer care department for a new promotional rate. He thanked me for my assistance and remains a Time Warner Cable customer.

Consumer

Response:

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

Revdex.com,

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

Review: I have two significant problems with Time Warner. First the service is horrible. The internet keeps dropping. We have to reset the box constantly ten or more times a day! We have called TW and they have not fixed the problem. They sent a service person out and still did not fix the problem. I have to call them over and over and be on hold for up to and over an hour, sometimes being hung up on. Secondly TW advertises not only fast internet but also a gift certificate for $50.00 for new customers. They have given us the runaround and false information for obtaining the gift card even telling us we need to register on a site that has been closed down! Therefore , they are trying to make it impossible to receive the advertised gift card. They should not be allowed to advertise products and services that they do not provide.Desired Settlement: I would the service they advertise. I would also like to see them stop advertising about the gift cards that they have no intention of giving.

Business

Response:

TWc contacted mr. [redacted] to address is gift card concern. The issue has been resolved with a credit being issues to the account of the equivalant value of the promissed incentive. Mr. [redacted] verified all issues have been addressed to his satisfaction.

Review: On April I had called TWC to relocate my services since I was moving. In May I had TWC coming to install the services in my new address. I was paying 180.00 on my previous address and transferred the same services to my new address. . On May 06th, 4:39 pm I contacted TWC and spoke to a representative that promised the bill would continue $ 179.89 a month. conf # [redacted]. On May 15, I was having problems with the services, and spoke to a rep who told me my bill was $267.00? Afetr hours on the phone with them they worked through everything and promised the price of $200.36 dollars including taxes conf # [redacted]. At the end of the month I got a $580.00 bill. I contacted TWC again and they directed me to a manager who offered me IHO Upgrade, 300mbps speed on Internet, 5 premium Channels ([redacted]) ply home intelligent services for a 2 year contract, for $252.13 a month plus a $200 gift card to use towards the intelligent home installation. He also told me he would refund the transfer services fee, and that my bill would not exceed this amount. I had paid my ill and today 07/28 I have received a bill for $ 728.50. I called them and they alleged I have an outstanding balance plus they charged me for a partial month charge. They refuse to work on the bill with me. Even after I explained and showed the proofs of the order statement the Manager had sent me.Desired Settlement: I want a refund of all the money I paid since May, cancel the services without any incurred charges or outstanding balances to be paid, including for the intelligent home services installation and have them come over to pick up all their equipment. After 2 months trying to solve this issues, I am done with them and do not want any future contact with them besides the necessary to ensure I get all my money back.

Review: I inquired about getting service with Timewarner after my current Att service was going up in rates. After asking the rep about if I would owe anything before starting service he stated that I did not. Even further I told him of equipment they said I never returned but I did. When I asked he said it had been resolved. After this I scheduled service and had it installed where we set up a payment plan. I was able to use the service until 6 days later they shut off my service stating that I owed $400 for the previous equipment that had not been returned and would not be able to resume my service until this was paid. To my frustration I have now been forced to pay for a service I cannot use and pay to switch back to my original service. All because they lied about the outstanding charges.Desired Settlement: I would like to be reenbursed the charges for the changes I have had to make because of this or given the service I was promised, at the price I was promised.

Business

Response:

Time Warner Cable apologizes for any miscommunication. Per our records, your previous account 8448[redacted]262 had an unpaid balance of $196.04 and two pieces of unreturned equipment that initially triggered the suspension. As discussed, the unpaid balance has been cleared and equipment removed. Your current account has also been restored.

We value you a customer and appreciate your business.

Review: A cable box was returned since 6/4/2013. Called again on 8/24/13 to get credit on the primary standard service to our account. The confirmation number given [redacted] to get the outlet disconnected since we no longer had a cable box and to get credited. Called again on 2/25/14 to follow up on the credit issue and was provided another conf# [redacted]. Representative tell me that the order is in the system but was not save or sent to the billing account in order to be credit. It has been various months of calling and no credits have been made. I had to take this measure to report it and hope you may be able to help. Thank you for your attention and cooperation. .Desired Settlement: Please credit us back from the time the cable box was returned and we were still being charged for a video package charges.

Review: I live in Simi Valley California and had Time Warner Cable until they denied me service. I had a roommate living with me, she was responsible for the cable and internet bill and I was responsible for all other utility bills.When she moved on on June 1st, 2015 she owed them $239.00 and at the time, I called Time warner and had them reinstall new service under my name. They came out on June 9th, installed the cable and internet and it didn't work very well. I left on vacation and got a call from Time Warner but thought it was a scam so I blew it off. Apparently, they were going to tell me they couldn't sell me service due to Sue Webster owing them money. They already hooked me up and then canceled it immediately on July 1st which has now made me go find another service since they shut off my service.I feel I am being treated unfairly. I feel they sold me service and now are denying me the service the sold me and I have excellent credit too so what can you do for me? I feel as if they should be penalized for doing this and in the end, the next person who wants cable in this home will be told they can't have it since they are locking it out...Thanks!Desired Settlement: I want a full refund and want them to pay me for my time. I waited 2 hours for them to show up and hool up my new service only to be denied the service a month later. My hourly rate is $75.00 and hour so I feel they owe me for the 2 hours, plus another hour it took when I got home to finalize the hook up so they owe me $225.00 plus $114.50 which I paid for their service.

Business

Response:

Time Warner Cable determined Mr. D[redacted] liable for the

outstanding debt in question through internal research from our Payment

Service Debt Specialist done after the 06/09/15 install, which confirmed him living

at the residence while previous account #84482[redacted]74 under Sue

Webster was active and disconnected. Time Warner Cable does not compensate for

lost wages however has ensured Mr. D[redacted] he will receive a

full refund in the amount paid of $114.52. The $114.52 will be refunded

upon return of the installed equipment and a special request equipment

pick up order (#197118) is set for 07/13/2015 between 5-7pm to

retrieve the devices. We want to ensure the consumer is aware that we value him

as a customer, appreciate his business and apologize for any frustration

or confusion the reported concern has caused the consumer.

Review: To whom it might concern,I called Time Warner Cable to install Internet Service and they came to installed it on 09/23/2014. As my agreement was I would have to pay the month and the Installation for the amount of $55.93 dlls , My wife gave the technician a check for that same amount (55.93) but Time Warner Cable cashed $93.00 dlls instead. We called immediately TWC 09/25/2014 to let them know and they said they were going to send us a refund for the amount of $43.00 ddls and that they will give a credit for $50.00 to my account.They gave the initials CZR as a confirmation of the refund and they said I will be receiving it within 10 business days but when we called again today 09/26/2014 TWC said that they will not going to send any refund, because since I paid with a check they will be only giving me credit account for the overcharged amount plus $50.00 dlls for the inconvenience. I tried to explain them that I needed my money back because it was not my mistake it was TWC but they said that there was nothing they could do and that because it was there mistake they were not going to charge me for the installation and that they still will be giving me the credit for 49.00 and some cents.I also request the customer service representative to please consult with his supervisor and said that he had already done it but there was nothing they could do, I asked him then to please consult with someone higher and call me back since I had been in the phone for a while and he said that he could not do that because when I hang up he will be receiving another call and that he had no time to do that.Finally when they were not able to help me I told the representative that they would give no choice but to call my Bank.Desired Settlement: Since I already contacted my Bank they will initiate a dispute with TWC.All I am requesting from Time Warner Cable is to still give the credit and to contact me to resolve this issue.Thank You,

Business

Response:

Time Warner Cable reached out to Mr. [redacted]l and apologized for the error in processing his payment. Customer was offered a courtesy credit for his account to compensate for inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10238897, and find that this resolution is satisfactory to me.

Regards,

Review: I have been a customer for 3 years now. I have a internet only package. I was promised a pricing plan of $29.99. TWC agreed to match the verizon pricing package to keep me as a customer. The bill reflected the right pricing for 1-2 months. AFter that, I was charged with an overage fee. They never mentioned that I would be capped to have that rate plan. They agreed to changed the capped internet usage and honor the price on the plan yet I continue to get a bill of $35.98. Then I was told that I would be paying a internet modem lease fee which I wasn't charged in the previous invoice. When I told them I didn't pay for it before and I don't want to pay for it now. They told me that I could get that price but would have to downgrade my package. I have called TWC a couple of times to raise this issue and they tell me that is the best they can do. They have failed to honor they agreement and without my permission put a cap on my internet usage. After I caught them on it, they say that I would have to downgrade to a lower speed to get the price 29.99. How is that solving the problem? It is breaking their agreement and not delivering what they promised. I am frustrated and feel cheated by TWC. They have not honored their agreements and have left me on hold for at least 30 minutes when I call the customer solutions department.Desired Settlement: I would like TWC to honor their agreement to me. $29.99 standard internet including modem lease fee. I want at least a 1 year commitment.

Business

Response:

I made contact with Mr. [redacted] and apologized for this issue. I reviewed the billing and confirmed he currently has Standard internet unlimited. I advised Mr. [redacted] he can remove the modem lease fee by purchasing his own modem and directed him to our website, www.timewarnercable.com, in order to see the list of approved modems. I offered to waive the modem lease fee for 3 months as a courtesy plus waive 1 month of service for $29.99. Mr. [redacted] asked me to waive the modem lease fee for 6 months and I have honored that request. I have also applied the credit of $29.99 as agreed. I advised Mr. [redacted] of the current promo which will end in late December 2014. I explained we bill in advance and he will see the change on his bill before the price actually changes. Once he sees the rate change I suggested he contact us to see what is available to him at that time. Mr. [redacted] is pleased with this resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10206024, and find that this resolution is satisfactory to me.

Regards,

Review: I've been with this cable service for over a years and continue to have nothing but problems with their service. Either my tv doesn't work or my internet is slow or can't connect or I can't use my phone due to the poor connection provided from this crappy company!!!Desired Settlement: Readjust my bill and fix the problem once and for all !!!!!

Business

Response:

We apologize for any frustration or confusion the reported concern has caused the consumer. As a courtesy and in the interest of customer service we have applied a credit to the account

reducing the total owed for two months service, (10/23-11/22/2015 & 11/23-12/22/215) to $203.55, when the regular monthly rate is $149.99 + tax. This is in addition to previous credit applied through customer solutions. We want to ensure the consumer is aware that we value

her as a customer and appreciate her business.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] 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,

Review: I tried to cancel my internet services over the phone (###-###-####). The initial customer service rep (Eric Price) could not help and tried to transfer me. I was sent back to the same department and Annette told to call another number. I called ###-###-#### and talked with [redacted]; she put me on hold and then hung up. I called back and spoke to [redacted] or [redacted] (not sure of the spelling). She asked why I was removing internet service and I told her it was due to the price increase. She tried to give me a better rate, but I already contracted with Grandecom, so I wasn't interested in keeping my service with Time Warner. [redacted] became VERY RUDE at that point. She said she put in an order to remove service, but services could not be terminated until the modem is returned. THIS IS VERY DECEPTIVE PRACTICE. If the only way to disconnect service is to return the equipment, then this needs to be listed on the website and monthly bill. I wasted an hour of my time and became very frustrated in the process. The only reason Time Warner wants you to call is to offer better rates to keep you as a customer. If they want to keep customers, the better way is to not deceptively say they will raise rates and then try to keep you by giving you a better deal. [redacted] could not give me my final bill amount or help me in any way. Time Warner's disconnect options via phone is a scam!Desired Settlement: I would like my disconnect date to be Saturday, March 15, 2014, because that's when I called to remove my services. There are no other guidelines on-line or on the monthly billing statement for a customer to disconnect service. Therefore, the additional requirement to return the modem before my services are removed is deceptive.

Business

Response:

Our Los Angeles office has relayed this escalatipn to our TExas team for processing. They woill email a resolution to the Revdex.com by 4/04/14

Consumer

Response:

Dear Sir:

From your website, I received notification of the following message from Time Warner Cable:

MESSAGE FROM BUSINESS:

Our Los Angeles office has relayed this escalatipn to our TExas team for

processing. They woill email a resolution to the Revdex.com by 4/04/14

This message is pitiful; it's full of typing and grammatical errors. In addition, it really doesn't tell me anything about my claim; therefore, it does not resolve my claim at all.

However, I received a phone call from Dave at TWC on March 18, 2014, regarding my Revdex.com complaint. He told me that he would back-date the termination of my services to March 12, 2014, so that I would not be billed at all for the current month. He also told me to disregard my current bill. I should not receive any final bill, but if I had any problems, he gave me his number (###-###-####) to call him. The action taken by Dave resolved my complaint against Time Warner Cable (complaint ID 9970081).

Thank you,