Time Warner Cable

Review: I canceled internet service and returned cable modem on 3/26/2013 because I was moving; this was the only service and equipment I had with Time Warner Cable. I have a receipt for the return of the modem. I called to find out the final amount due a couple days later and the amount seemed high, so I asked why. I was told there was an equipment charge. I told the CSR that I had returned the equipment to which she replied that sometimes it takes a couple days to show up as returned in their system. Yesterday I opened the final bill and there is still a charge of 65.00 for equipment. I called TWC and their automated answering system routed me to payment services. The CSR in that department said she saw a 65.00 equipment charge but nothing about a modem. The modem is the equipment. She said she would have to transfer me to customer service to see what is going on with the account. No one ever came on the line even though I was still connected for several minutes. I then tried the live online chat. The CSR on the live online chat said that he must escalate it to another person. He then left the chat, and it remained open for 12 minutes with no new escalated person joining. It appears as though TWC's modus operandi when someone has a billing question is to say that the issue must be escalated and then never allow the customer to interact with the escalation personage, perhaps in the hope that frustration will lead the customer to just pay the bogus charges. I will not. I tried by two different methods to contact them about the charge for equipment that I returned, and I have a receipt for the return of the equipment. TWC is causing great mental anguish, pain, and suffering with this bogus charge and runaround from "customer service". Note: the address given in the Revdex.com form was not the service address as I moved at the end of March.Desired Settlement: Reverse the bogus charge of 65.00 for equipment because I returned the equipment (and have a receipt). Additionally, reimbursement for time wasted on phone and online for this issue, both with TW and this BB form of at least one hour, which is also about $65 (one hour of pharmacist- my trade- wages).

Consumer

Response:

The service address was [redacted], Youngstown, OH [redacted]. Attached is a receipt Time Warner Cable office in Youngstown gave me for the return of the modem. PLeas advise if any other information is needed. Thank You,

Business

Response:

[redacted]

Revdex.com Columbiana, Mahoning & Trumbull Counties

P.O. Box 1495

Youngstown, OH 44501

RE: Customer: [redacted]

Case ID: # [redacted]

Dear Ms.[redacted]:

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

The modem the receipt is stating was returned on March 26 2013 was modem #[redacted] and that modem was returned on that day as stated by [redacted] (modem was installed on 10/16/12). However, the modem in question which is reflected on his receipt was a Toshiba modem serial #[redacted] which was install at[redacted] home on December 17th 2004. However, as a onetime courtesy the equipment has been removed from the customer’s account and the equipment charge of $65 will be credited from his account as well.

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

Sincerely,

Time Warner Cable

Consumer

Response:

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

I do not know who [redacted] is, but perhaps this is indicative of TWC's horrid record keeping and or general shoddiness. I returned a modem in November 2012 because it stopped working and received the "current" modem, which was returned March 2013. Since TWC is removing the charge, the resolution is acceptable. However, TWC is not doing me a "courtesy", TWC is correcting TWC's mistake. I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I am completely dissatisfied with my services from day one. I had issues when we signed up with Time Warner and had to resort to the Revdex.com then to get some sort of resolution. So now I have to do that again. My problem is that my cable service only works maybe half of the time. Cable tv boasts an advantage over satellite because they don't have outages. However, I have quickly found that to be untrue as every satellite service I have encountered has always had better reliability than that of cable tv service. My tv cuts out constantly, with no weather issues. I attempt to bring up the guide and it is delayed sometimes as much as 60 seconds. And then when trying to exit a menu, it minimizes it into the center of the screen and you can see a tv show behind it. I am fairly certain this is not normal. Our recordings aren't always correct, some record and some don't. I signed up because it was my only choice in my residence. And I really think we would have been better off without tv service altogether. That is how crappy it has been. And will be moving soon but will not be moving Time Warner services with me. Satellite it is.Desired Settlement: I pay too much money monthly to only have tv service half the time. There is a reason I am always paying my bills at the very last minute. Because I am being ripped off for nearly $[redacted] per month for crap service. A credit to my account for a month of service would buy a little time but I cannot do this much longer either way we look at it. When is [redacted] coming to my area??

Business

Response:

April 8, 2014

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

Time Warner Cable has reviewed [redacted] account and has escalated his issue to our local Technical Operations Management who has investigated his issue. Our Technical Operations team found that the line that was servicing [redacted] apartment was servicing multiple apartments in his building which may have been causing [redacted] service issues. Our technicians have corrected this by running new lines from the pole to the affected apartments. Once this work was completed out technicians have attempted to reach [redacted] to verify that his services are working properly but our calls have gone unreturned. We believe that [redacted] issues were resolved with the work we have completed but if they were not we invite to contact our technicians so that we may revisit the issue if need be. During our investigation we also noticed that [redacted] has contacted Time Warner Cable regarding his service issues only twice since he began his service and each time the issue was corrected with equipment reboot and has never had a completed service call until this complaint. We invite [redacted] to contact our customer service department any time he experiences a service issue so that we may have an opportunity to resolve his issue in a timely manner. Our customer service department is available 24-hours a day at (877)772-2253. Due to the nature of [redacted] issue and resolution we have issued a credit in good faith for $137.95 which is equal to one month of his current services. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, Time Warner Cable,

Review: I was contacted by phone with an offer of Time Warner Cable Standard Internet and phone service for $29.99 per month for 12 months. Since this was less than I was currently paying for Time Warner Cable Basic Internet, I agreed. Shortly thereafter Time Warner Cable contacted me to schedule the new cable modem. This installation occurred along with the upgrade to the Standard Internet. On the next and subsequent bills the price has been $54.99 for the services for which I was quoted $29.99. Since then I have called Time Warner Cable twice and spoke at some length to representatives. They were unable to resolve the issue. Both times they promised to have someone call back. They did not call.Desired Settlement: I would like Time Warner Cable to honor the $29.99 per month for 12 months that I was quoted. This will require a refund of the difference that I have paid them and an honoring of the $29.99 rate for the remainder of the 12 months.

Business

Response:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. Unfortunately, I was able to review the call to verify what [redacted] was quoted due to the call not being capture. However, I was able to place [redacted] into a 12 month promotion with Standard Internet and Home Phone service at monthly rate of $[redacted] which includes tax. In addition, [redacted] account has been credited $[redacted] for difference. Time Warner Cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Review: I had TWC as a cable supplier for 22 yrs. During this time, I paid my bill faithfully on time. I discontinued service on October 23, 2014 and had a credit of $[redacted]. I called in early December to find out where the refund was, and was told that I would have it within 2 weeks. As of today, December 29, 2014, I still have no refund. I spoke to the supervisor in Customer Service, who told me that it takes 4-6 weeks from the request for refund. It has been 2 months since the service was discontinued and I am still waiting on $[redacted]. This is ridiculous!!! If I did not pay my bill in a timely manner, my service would be disconnected, and I would acquire LATE FEES. They should not be permitted to hold on to your money when the service has been ended. I will never, after 22 years of service, consider using Time Warner Cable again! You are totally out of line. And your Customer Service Supervisor is rude!Desired Settlement: Send me my money NOW!

Business

Response:

December 30, 2014

Debbie Rodgers

Revdex.com of Columbiana, Mahoning & Trumbull Counties

201 E. Commerce St.

Ste. 137

Youngstown, Oh 44503

RE: Customer: [redacted]

Case ID: [redacted]

Dear [redacted]:

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

Time Warner Cable has reviewed [redacted] account and found that her refund for $[redacted] was processed on 11/5/14 and her refund mailed on or around 11/26/14. However, we found that her mailing address was updated in our system on 12/2/14 meaning that her refund was mailed to the incorrect address. We have reissued [redacted] refund for $[redacted] and she can expect her refund check to be delivered via US mail within 7-14 business days to her Salem address.

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

Sincerely,

Time Warner Cable

Review: Ordered cable service online received a one time fee of [redacted] which was to be due on installation. Got an email stating I needed to call customer service due to a problem with my order. They then stated it would be [redacted] due immediately and that the website hadn't been updated yet. The guy talked to service technicians and even though the receipt from website said I only had to pay [redacted] they could not hobo that.so I told them to dance my order and asked when it would be fixed so other people won't be mislead as well. They said in a week. I'm not trying to be hateful but I believe I should only have to pay what they said online. Because it's not my fault they should have had it fixed I they have had other complaints as the customer service guy had said.Desired Settlement: I would like to get cable on for the price I was given of the[redacted].

Business

Response:

Hello,

[redacted] Revdex.com has been addressed.

Have a great day!

Review: Problem with phone service on-going for over one (1) year with many service calls. On approximately 9-7-13 service call-came looked over equipment - said he could not test since service was down at time. This came after waiting until after 2pm on a Saturday. On September 19, 2013, phone lines signalling busy, no calls could be made out and none received. Called for service - phone was out from 9/19-24/13. Repairman came at 4:00-8:30 pm on 9/24/13. Could not locate problem-had all phones disconnected, checked outside box, checked alarm service to no avail. Made appt for repairman to come next day with the intention of checking all wiring to locate what was believed to be a short with one of the INSIDE wires, this after replacing modem and phone still not working. On 9/25/13 repairman came, did NOT check all wiring with equipment to locate short, instead DISCONNECTED wiring on kitchen telephone which had been here for at least twenty (20) years along with DISCONNECTING the telephone wiring in my library, where my computer is located and the wiring I PAID TO HAVE INSTALLED in this room. He DID NOT CHECK THIS WIRING but disconnected it anyway. I had informed the company that my internet was also out for the last three (3) days, which this repairman claimed to repair, but it is still not working as of 9/26/13. Called company again evening of 9/26/13 explaining internet still not working. Told they had an opening and would send repairman out from 7-9:00 pm on 9/26/13. Received call approximately 30 mins. later stating they did not know how a repair order received that late would be on books and could in no way come out that evening and would come ANYTIME I wanted on the next day, 9/27/13. They are scheduled to come on 9/27/13 from 3-5:00 pm.Desired Settlement: I want the wiring INSIDE my house that is causing these problems REPLACED AT NO COST TO ME, I want my telephone wires in my kitchen restored/repaired along with the wiring in my library restored/and if necessary after disconnecting it REPAIRED. I have been without telephone service for at least six (6)days, which is UNACCEPTABLE. I expect a substantial deduction from my Time Warner Bill.

Business

Response:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. A Time Warner Cable Lead Technician made contact with [redacted] regarding her concern. A service visit in the home was completed on 9/27/13 where we inspected the lines and outlets and corrected any issues that were not up to Time Warner Cable specifications. A follow up phone call was also made to [redacted] to confirm the services were working to her satisfaction. [redacted] confirmed all services were working normally and appreciated the quick response to this case. Due to the inconvenience caused to [redacted] we have credited [redacted] to her account. Time Warner cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Consumer

Response:

I am very pleased with the assistance of "[redacted]" the supervisor who was very pleasant and quickly sent a QUALIFIED repairman named, "[redacted]" who was also very capable and courteous. The matter is closed and I appreciate the prompt response I received from the company upon receipt of my complaint from the Revdex.com. Thank you, [redacted]

Review: On Sunday, October 12th I had a TWC tech come to my home. As he was troubleshooting I overheard the man that the tech was speaking to on the phone say that I was being over charged. When I asked the tech for what and for how long, he told me that he did not know for how long, but that I was paying for a service that should have been free, but now my billing code was changed. On Monday, October 13th I went to the TWC office on Youngstown Warren Rd. I was waited on a person named [redacted]. [redacted] told me that I had a credit on this bill. I asked her what for and she told me that the tech changed my code. I asked her what the code was for and she told me billing. I asked her how long I had been over charged. She told me that I was not being over charged. I asked her what the credit was for? She told me that my code had been changed. I told her that if the code for billing had been changed and I got a credit how long was I being over billed for and why would the tech tell me that. [redacted] told me that the tech should not have told me that because I was not being over charged. Again I asked her what the credit was for and she could not answer me. I asked her to get me someone who could help me. She left the counter for a few minutes came back with a piece of paper and asked me for my phone number. She said that someone would call me. I have yet to receive a call.Desired Settlement: I want an explanation of why I was being over billed, for how long and a refund please.

Business

Response:

October 28, 2014

Debbie Rodgers

Revdex.com, Inc.

RE: Customer: [redacted]

Case ID: #[redacted]

Dear Ms. Rodgers:

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

Upon receiving this complaint, [redacted] was contacted to discuss her billing concern. The account was reviewed and it was determined that an expired Wi-Fi code which drew a charge of $[redacted], rather than the new $[redacted] charge, was the reason for the discrepancy. Often times, there are promotions which bundle certain services to discount the pricing available and sometimes the coding of particular services are not able to be changed at that time because it may void out the special pricing of other services.

[redacted] also expressed concern with a Front Counter representative who she had dealt with previously. It was explained to [redacted] that the information provided regarding the representative would be investigated and escalated to senior leadership to provide coaching opportunities if necessary. We have credited the difference of the Wi-Fi charge for one year, which totaled $[redacted]

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

Sincerely,

Time Warner Cable

Review: Money was deducted from my checking account without my authorization using my credit card, when I realized this and contacted the rep from TWC I was advised that it was their error and that the money would be put back into my account 3-5 days. After contacting the back I was informed that there was an overdraft fee of $[redacted] and there would be an auto overdraft charge of $[redacted] daily so I called TWC back and spoke to a supervisor that advised me that the money would be in the bank by Friday. She also stated that she would contact me back the next day and never followed through. Needless to say Friday business day has come and went and TWC has not followed through with their promise after their mistake and once again I have had to contact their office. After speaking again and again to one representative after another and requesting to speak to a supervisor I was transferred to a "[redacted]" who could not "hear me" but I could hear his hold music perfectly fine when he put me on hold for 10 minutes. [redacted] then "attempted" to call me back but could not hear me again (none of the other reps seemed to have a problem at all - you would a supervisor would have the common sense to maybe try another phone). I am seeking some help in resolving this issue. I have been a customer of this company for over 20 years and have never experiences such poor customer service as this. A TWC rep is responsible for running my credit card without authorization I should not be the one having to chase them around to get this problem correctedDesired Settlement: refund and all penalties from bank and Some kind of adjustment to account

Business

Response:

August 4, 2014

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

Time Warner Cable has investigated [redacted] account and has found that when he contacted us to make a payment he asked to update his payment information that was on file with us prior to being transferred to the automated system to process his payment. During the updating process our agent inadvertently placed[redacted] into auto payment with the new information. Additionally, we can confirm that a refund was requested in the amount of $**2.03 on 7/3* and processed on 8/*/*4. Our records indicate that we spoke with[redacted] on 8/*/*4 and advised him that his funds would be placed back on his card within 3-5 business days.

Due to the error TWC is willing to reimburse [redacted] any additional overdraft charges that were a result of the auto withdrawal. In order for us to process this additional refund [redacted] is asked to send us his bank statement showing the overdraft charges as a result of the unauthorized payment via fax to the attention of the Office of the President at [redacted] and we would be happy to expedite the additional refund for those fees.

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

Sincerely,

Time Warner Cable

Business

Response:

Time Warner Cable made an offer to resolve this complaint. The details are as follows:

Date that proposal was made: 8/8/2014 ** Description of proposed resolution: We have received [redacted] bank statement showing his overdraft fees. We submitted the information he provided and his overdraft fees of $** was refunded back to his card that is on file. [redacted] can expect these funds to show in his bank with in 3-5 business days. We have attempted to contact [redacted] on the number he provided our corporate office but we were receiving a message that states "this number is not accepting phone calls" with no option to leave a message. Promised completion date: 8/7/2014

Review: I moved from the residence of [redacted] Youngstown Ohio. I've contacted Time Warner Cable several times to disconnect the service and I've been told several times it was off. Every time I call I get told that someone is impersonating me and there name is [redacted] and she is able to say she is me without care and turn this cable back on. I am going through the process of identity theft and I wanted to make sure Time Warner Cable has there issues contained also. This has been nothing but frustrating to me and I am tired of the games they are playing with me. I have setup a pin code 3 different times and they still gain access to my account I think that this is ridiculous and unfair to me all [redacted] has to do is say she forgot the pin code and she has access to my account again there should be a mandatory identification showing on any account issues please help me if you can. thank youDesired Settlement: I would like to see changes that way no one can have this issue again

Business

Response:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. Unfortunately, Time Warner Cable has no control over who could call into one of our call centers at any given time in an attempt to impersonate another individual and verifies all account security information. We do have security procedures in effect when a potential customer contacts our company to setup service they would have to prove their identity, one could accomplish this by going through a soft identify check via Equifax or by bringing identification to a local office. Time Warner Cable confirms that the service in [redacted] name at [redacted] has been disconnected. Time Warner cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Review: I got a "marketing call" from Time Warner offering a) upgrade to turbo internet service and b) phone for [redacted]/month. I was very skeptical, but after discussion I accepted the offer. The caller said she was going to record the offer and my acceptance, and she walked/talked through each service and the cost, asked me to respond "accept" after each component of the offer. Two weeks later, when the Time Warner Cable technician came to install, I was told the price was $**/month. I followed up with TWC's Customer Support line (877 772 2253) - they told me that price - $** for turbo internet and phone - was not valid. I asked that they get the recording of my conversation. They said OK, that they would call back within 2 days. They didn't call back. I called Customer Support again, and after hours on the phone was told that TWC could not access the tape/recording of my phone conversation validating the order/price, that the offer I'd recieved was done by a 3rd party representative of TWC and the recording was not available. TWC refused to honor the $** price they had offered. I'm asking that TSC be responsible for the 3rd party offer.Desired Settlement: Get the recording of the offer they made, and honor the price and services on the recording.

Business

Response:

A Time Warner Cable representative made contact with [redacted] regarding his concern. Unfortunately, I was unable to retrieve the call to verify what was communicated to [redacted]. However, I was able to place him into a 12 month promotion at monthly rate of $[redacted] this includes Digital Cable with one HD box, Turbo Internet with one modem, and Home Phone Service. After the promotion has comes to an end the monthly rate will go back to the standard retail rate. [redacted] also brought to my attention he was experiencing a problem with his High Definition channels. A technician was out to [redacted] home on September 19th 2013 and replaced his HD box and per [redacted] his service is up and working at this time. [redacted] account was credited $[redacted] to cover the timeframe he was experiencing this problem.

In addition, it is also being investigated why [redacted] did not receive a call back regarding his concern and our findings will be address internally. Time Warner cable apologizes to [redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.

Review: On 8/17/13 I paid my TWC bill on line, which I have done the same way for years. On 8/21/13 TWC posted eleven (11) total transaction to my bank account, each in the amount of [redacted]. One of which was my actual monthly payment. The other ten (10) were unauthorized transactions. I contacted Customer Service on 8/21/13 which is the day I was made aware of this. A Customer Service Rep advised that it would take 24-48 hrs to resolve, and I was issued a "ticket number". My next call was placed on 8/23/13 where I was told that nothing had been done, and my claim was "in process" and in addition, I was mistakenly advised that it would take 24-48 hrs, and that actually takes 7-10 business days to resolve the matter. I asked to speak to a Supervisor and was put in contact with a [redacted]" who asked me to fax my bank statement showing the charges, and I did fax everything into that day. Yet another Customer Service Rep on 8/30/13 Named[redacted], who assured me she would get this resolved, and that my account notes stated that I would have to wait until Wed 9/4- which would be my 10th business day, but that nobody has touched my complaint since 8/23. I spoke to her again today 9/3/13, which is 1 day shy of the "7-10 business days" and am now being told that my claim had been closed because I didn't fax my bank statement to HER, but she never requested me to do so. Now she is telling me it will be an additional 7-10 business days to resolve this because we have to start all over again. This is not like they took out and extra [redacted] by mistake. They stole [redacted] from my account, now I have also been charged $[redacted] in total NSF fees. Not only that, but my bank denied 2 of the 11 transactions due to exceeding my overdraft protection, so TWN decided to go ahead and present them AGAIN on 8/30 and THEY (TWC) charged me an additional [redacted] NSF fee for each of those. As of today I am now being told that the printout of my bank statement showing the transactions is not sufficient and it will be 7-10 business days again.Desired Settlement: I would like $[redacted] refunded back to my account immediately,(total of 10 unauthorized transactions of $[redacted] in NSF fees) I would like 10 free months of cable and internet service from TWC, which equals the 10 months worth of payments of $[redacted] they stole from my account. I would like my Verizon cellular bill paid by TWC because I have used a substantial amount of my plan minutes being placed on hold, and spending 30 minutes at a time chasing down my money that they stole.

Business

Response:

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. The refund in the amount of $[redacted] (Overdraft fees) was cashed on September 20th 2013 which is shown in the attachment. The next check in the amount of $[redacted] was mailed out on October 2nd 2013 to cover one of the payment ($[redacted] was credited to the customer’s TWC account to balance out the $[redacted]) [redacted] should have received this payment as well. In addition, a payment of $[redacted] was refunded back to the customer’s checking account as of October 16th 2013 customer should see this reflected back into her account with 3-5 business days. At this time the customer’s has a current balance of [redacted] which covers her September 26th 2013 through October 25th 2013 billing period.

TWC regrets any inconvenience that [redacted] may have experienced. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Business

Response:

Time Warner Cable made an offer to resolve this complaint. The details are as follows: Date that proposal was made: 10/22/2013 Value of proposed resolution (USD): ** Description of proposed resolution: [redacted] Revdex.com Columbiana, Mahoning & Trumbull Counties P.O. Box 1495 Youngstown, OH 44501 RE: Customer: [redacted] Rebuttal #3 Case ID: #[redacted] Dear Ms. [redacted]: Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. A credit of [redacted] was applied to [redacted] TWC account to cover the [redacted] NSF fees. At this time the customer’s has a current balance of $[redacted] which covers her September 26th 2013 through October 25th 2013 billing period. TWC regrets any inconvenience that [redacted] may have experienced. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable Promised completion date: 1/1/2050

Consumer

Response:

Thank you for your time and effort in resolving this matter. However I am very disappointed in TWC overall customer service, CSR's, and business practices. This has taken over 2 months to resolve, requiring ME, as a long time loyal paying customer, to jump through all the hoops of providing documentation and proof of TWC's mistake which was clearly reflected on my TWC account and balance. The philosophy of "The customer is always right" is not recognized by TWC, even AFTER it was proven that this particular customer was. It saddens me to say that I would never in the future recommend TWC to anyone, for any reason. I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]

Review: Ordered cable service online received a one time fee of [redacted] which was to be due on installation. Got an email stating I needed to call customer service due to a problem with my order. They then stated it would be [redacted] due immediately and that the website hadn't been updated yet. The guy talked to service technicians and even though the receipt from website said I only had to pay [redacted] they could not hobo that.so I told them to dance my order and asked when it would be fixed so other people won't be mislead as well. They said in a week. I'm not trying to be hateful but I believe I should only have to pay what they said online. Because it's not my fault they should have had it fixed I they have had other complaints as the customer service guy had said.Desired Settlement: I would like to get cable on for the price I was given of the[redacted].

Business

Response:

Hello,

[redacted] Revdex.com has been addressed.

Have a great day!

Review: On May 12,2014. Contacted Time Warner Cable about a card that was sent out regarding reconnecting service. The salesman stated that Time Warner Cable would be able to "work" with me being that I had a previous balance from and old residence. My previous balance was [redacted] and some change. The salesman had to contatc his company numerous times to set up and installation appointment, and it was initially set up for May 14,2014 between 2 and 3:00 pm. I paid them [redacted] in cash for the installation and for the first month of service. The salesman said that when he called to make an appointmentfor installation that the back pay of [redacted]. and some change did not appear yet and that someone from Time Warners retention/debt center will contact me to work with me and set up payments, and make sure that answer my telephone. The next day May 13,2014 the salesman returned saying that the rention center agent called me but someone said "it was the wrong number". I never answered my phone to tell anyone that it was the wrong number, nor did I have a missed called from that rentention agents number. I even contacted my cell phone carrier to print out my call log and there was no number from that I agent made. When I called to speak to the retention agen [redacted]. She said that she called and someone answered stating it was the wrong number. She saod I had to pay a balance of [redacted] dolaars biweekly or [redacted] monthly upfront inroder to install service. I told her I will give her a callback because that did not sound correct. I called the salesman he said he would callthe rention agent becuase it did not sound right to him either, but no one called back. I called timewarner to see if I could get my money back that was paid for the installation and first month of service since the renteion agent cancelled it. They said it would take 4-6 weeks. whY DO I HAVE TO WAIT THAT LONG FOR A REFUND? iF THEY PROCESSED THE [redacted] FOR INSTALLATION THAT FAST,THEN I SHOULD RECEIVE IT BACK THAT FAST, ESPECIALLY IF THE AGENT CANCELLEDesired Settlement: I would like the [redacted] back that was paid for installation and first month of service, since the retention agent cancelled the installation appointment. It should not have to take 4-6 weeks. for a refund.

Business

Response:

Dear [redacted]: Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. Time Warner Cable has investigated Ms.[redacted] account and found that an amount of [redacted] is owed on a previous an account that [redacted] had with TWC in the past. Time Warner Cable reserves the right to refuse service to anyone until all debts have been paid. Time Warner Cable’s risk management team has offered to work with [redacted] regarding this debt to reestablish service but has refused our offer. Time Warner Cable has also found that [redacted] made a payment of [redacted] in cash on 5/13/14 with the intent of paying for her first month of service and applicable reconnection charges to establish new service. Since [redacted] has rejected our offer to satisfy her debt with TWC we are currently processing her refund for [redacted]. Since this payment was made in cash we must process this refund in the form of a check as Time Warner Cable does not refund in cash. The process for refunds is 4-6 weeks and [redacted] can expect a check to arrive via the USPS at the address provided on this complaint within this time. Time Warner Cable apologizes to[redacted] for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The problem is not of the matter, of paying the past due balance that is owed to TWC or denying that there is a past due balance owed.The problem is before taking the [redacted] cash for installation and first month of service the TWC salesman should have been able to let me ( the client) know that the past due balance would have had to be paid upfront or the amount that TWCs retention offers in order to schedule service ,appointment and time. Instead the installation was scheduled and the cash was already paid. In that case if the salesman would have known or if it was communicated to the salesman from TWC, then the [redacted] that was paid for the installation and first month would have been paid on the past due amount ( which would have made more sense, seeing how after the fact a client cannot have service installed until a past due payment is made.) also the retention specialist [redacted], claimed to gave me a call regarding my past due balance and said someone answered and replied wrong number. I did not receive a call and no one else was able to answer my phone, I had my cell phone carrier print out the call history , since [redacted] said someone answered and it did not show, I do not like or appreciate for customer service/ retention rep to lie about a basic phone call just to make their job easier. When the past due balance is paid to TWC I do not want to work with or have a customer service handled by the retention specialist [redacted] at all.

Review: Subscribed to Time Warner for cable TV services Aug. 7th. I was told services will connected by 7pm on the 9th. Called after 7 on the 9th. I was told that it wasn't turned on but that it would be no later than 10am on the 10th "guaranteed". Called the afternoon of the 10th. They apologized and said it wasn't turned on but they "guaranteed" to have a tech at my residence between 9-10am on the 11th. When they didn't show, I called again and was informed that I didn't have an appointment. They "guaranteed" that I would have a tech at my house on the 12th between 6-7pm. When they didn't show, I called to have them tell me it was between 7-8pm. At this point, I spoke with a supervisor that told me she would call in an hour to verify installment. She never called. I never saw a tech. The final call was to cancel my subscription. I was told that they couldn't do that at the number I called and referred me to another number that won't be open until the morning. I wonder how that will go?Desired Settlement: I would like an explanation from a senior member willing to provide their name from this company and justify to me why this happened. I have been dissatisfied with companies in the past but never to the point where I actually filled out a statement.

Business

Response:

[redacted] Revdex.com concern has been addressed. Dear Ms. [redacted]: Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. A Time Warner Cable Technical Representative visited Mr. [redacted] home on 8/13/13 to resolve the service issues experienced in his home, we were able to successfully complete the installation of services to Mr. [redacted] satisfaction. Time Warner Cable apologizes to Mr.[redacted] for the multiple service visits that were not completed or rescheduled without his knowledge. For the inconvenience caused we have credited $92.49 to his Time Warner Cable account. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.

Review: This is the third time that my services have been cut off after I have set up a payment arrangement. I set up two payments to get my account current but on Friday my services were cut off. My husband called in to get them restored and two representatives refused to give my husband a supervisor and he was also hung up on. I am at the point where I no longer wish to be with Time Warner but the constant issues that we are having is getting to be a bit too much. I am not happy with the services that we have been receiving and after the multiple agents that I have spoken there have been a handful that have been willing to help me.Desired Settlement: I want the services that I am paying for and I also want to be credited for the lost of services that I have had to occur.

Business

Response:

June 16, 2014

Revdex.com Columbiana, Mahoning, & Trumbull Counties

P.O. Box 1495

Youngstown, Ohio 44501

RE: Customer: [redacted]

Case ID: [redacted]

Dear Ms. Rodgers:

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

Time Warner Cable has reviewed [redacted] account and has found that when she contacted our offices to set up 2 future dated payments on 6/2/14 to avoid a disconnection due to non-payment the agent that set it up used the incorrect code to prevent the disconnection from taking place. When [redacted] made us aware that her services were interrupted by mistake we quickly added the correct coding and restored her services. We have applied a credit of[redacted] for one full day of service due to the error with her billing coding.

Time Warner Cable also takes the privacy of our customers very seriously and has several security measures in place to help protect our customers from fraudulent activity. [redacted] account is secure with an active PIN number that our agents must ask for when discussing personal information regarding her account. If the caller cannot verify this information our agents are not able to assist the caller with certain aspects of their account. Time Warner Cable is currently investigating to ensure that our security procedures were followed in this case and will provide feedback to our agents if they were not. In the future, [redacted] can provide her husband with the PIN number that is on her account or she may contact us at her leisure to add her husband as an authorized user on her TWC account so that she can avoid this situation in the future.

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

Sincerely,

Time Warner Cable

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with this offer because I have made my husband an authorized user and they have spoken to him numerous times. I also do not accept this offer because it was very unacceptable how my husband was treated. He has all the information to verify the account but it will not be accepted to be spoken rudely by a customer service representative and the fact that they refused to assist him and were very unprofessional.

Regards,

Business

Response:

Time Warner Cable made an offer to resolve this complaint. The details are as follows:

Date that proposal was made: 6/18/2014 Value of proposed resolution (USD): Description of proposed resolution: Time Warner Cable does NOT have [redacted] husband listed as an authorized user on her account. If she would like to add him as an authorized user to avoid any security concerns in the future she may do so by calling our customer care at her leisure at [redacted] Additionally we are in the process of investigating her claims regarding our agents mistreating her husband and we will handle administer feedback to these agents internally once the investigation is complete. Promised completion date: 6/20/2014

In addition, the business provided the following additional comments:

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

This letter is to inform you that Time Warner Cable has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/16/2014 1:28:27 PM and assigned ID [redacted]

Regards,

Review: This is the third time that my services have been cut off after I have set up a payment arrangement. I set up two payments to get my account current but on Friday my services were cut off. My husband called in to get them restored and two representatives refused to give my husband a supervisor and he was also hung up on. I am at the point where I no longer wish to be with Time Warner but the constant issues that we are having is getting to be a bit too much. I am not happy with the services that we have been receiving and after the multiple agents that I have spoken there have been a handful that have been willing to help me.Desired Settlement: I want the services that I am paying for and I also want to be credited for the lost of services that I have had to occur.

Business

Response:

June 16, 2014

Revdex.com Columbiana, Mahoning, & Trumbull Counties

P.O. Box 1495

Youngstown, Ohio 44501

RE: Customer: [redacted]

Case ID: [redacted]

Dear Ms. Rodgers:

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

Time Warner Cable has reviewed [redacted] account and has found that when she contacted our offices to set up 2 future dated payments on 6/2/14 to avoid a disconnection due to non-payment the agent that set it up used the incorrect code to prevent the disconnection from taking place. When [redacted] made us aware that her services were interrupted by mistake we quickly added the correct coding and restored her services. We have applied a credit of[redacted] for one full day of service due to the error with her billing coding.

Time Warner Cable also takes the privacy of our customers very seriously and has several security measures in place to help protect our customers from fraudulent activity. [redacted] account is secure with an active PIN number that our agents must ask for when discussing personal information regarding her account. If the caller cannot verify this information our agents are not able to assist the caller with certain aspects of their account. Time Warner Cable is currently investigating to ensure that our security procedures were followed in this case and will provide feedback to our agents if they were not. In the future, [redacted] can provide her husband with the PIN number that is on her account or she may contact us at her leisure to add her husband as an authorized user on her TWC account so that she can avoid this situation in the future.

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

Sincerely,

Time Warner Cable

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with this offer because I have made my husband an authorized user and they have spoken to him numerous times. I also do not accept this offer because it was very unacceptable how my husband was treated. He has all the information to verify the account but it will not be accepted to be spoken rudely by a customer service representative and the fact that they refused to assist him and were very unprofessional.

Regards,

Business

Response:

Time Warner Cable made an offer to resolve this complaint. The details are as follows:

Date that proposal was made: 6/18/2014 Value of proposed resolution (USD): Description of proposed resolution: Time Warner Cable does NOT have [redacted] husband listed as an authorized user on her account. If she would like to add him as an authorized user to avoid any security concerns in the future she may do so by calling our customer care at her leisure at [redacted] Additionally we are in the process of investigating her claims regarding our agents mistreating her husband and we will handle administer feedback to these agents internally once the investigation is complete. Promised completion date: 6/20/2014

In addition, the business provided the following additional comments:

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

This letter is to inform you that Time Warner Cable has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/16/2014 1:28:27 PM and assigned ID [redacted]

Regards,

Review: time Warner Cable will not trun on my cable after I pay it there is someone name for this address it not my wife me and my family live here for 8 year I like to get my cable back on I pay [redacted] to the on wed. 2/13/ 2013 for this address there a bill with someone name [redacted] it not my wife I thing I should not have to paid for someone bill to getmy trun onDesired Settlement: there is no other cable around here

Business

Response:

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

A Supervisor from our Risk Management Department made contact with [redacted] regarding his billing concern. The supervisor made [redacted] aware of the balances on the accounts that were owed, [redacted] stated that he didn’t know his wife owed a balance and he was informed that she actually owed two totaling $[redacted]. The Supervisor worked out an agreement with [redacted] to pay $[redacted] of that balance which would allow him to have services. [redacted] informed the supervisor he would see what he could do and give the supervisor a call back on Monday February 18th 2013. [redacted] called the supervisor back and informed him he could possibly make the payment in two weeks. Once the payment has been made service will be restored at that time.

Through our Benefit of Services Policy and Procedure, TWC have the right to deny service to anyone or any address that a potential risk or verified risk of revenue loss has been determined to exist towards the company.

The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions.

Review: I have NEVER ordered the MLB package and for what ever reason TWC just decided to charge me for it.

Business

Response:

The MLB package has been removed from Mr. [redacted] account and all charges have been removed for this service. We apologize for any inconvenience. Time Warner Cable considers this matter to be resolved.

Review: I have bundled cable TV, internet access, and local phone service through TWC. I am being charged monthly for NBA and NHL season viewing passes that I did not order. TWC will not remove the charges, and will not cancel/modify any of the bundled services until the completion of the NHL and NBA seasons, when the viewing passes expire. In effect, even though I no longer wish to do business with TWC, they are insisting I continue paying $[redacted] per month for services I no longer use and no longer want. I imagine one could receive better customer service from the Mafia, or possibly a tribe of cannibals.Desired Settlement: Stop charging me for these services.

Business

Response:

March 18, 2015

RE: Customer: [redacted]

Case ID: #[redacted]

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

The results of the investigation show that on 12/01/2014, the programs in question were ordered by someone in the home using our Impulse Upgrade Functionally. This allows customers the capability to use their remote control to upgrade their TWC level of service on screen rather than calling in to speak with a customer service agent. Time Warner found no errors with the order and has denied any refund for the packages.

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

Sincerely,

Time Warner Cable

Review: Subscribed to Time Warner for cable TV services Aug. 7th. I was told services will connected by 7pm on the 9th. Called after 7 on the 9th. I was told that it wasn't turned on but that it would be no later than 10am on the 10th "guaranteed". Called the afternoon of the 10th. They apologized and said it wasn't turned on but they "guaranteed" to have a tech at my residence between 9-10am on the 11th. When they didn't show, I called again and was informed that I didn't have an appointment. They "guaranteed" that I would have a tech at my house on the 12th between 6-7pm. When they didn't show, I called to have them tell me it was between 7-8pm. At this point, I spoke with a supervisor that told me she would call in an hour to verify installment. She never called. I never saw a tech. The final call was to cancel my subscription. I was told that they couldn't do that at the number I called and referred me to another number that won't be open until the morning. I wonder how that will go?Desired Settlement: I would like an explanation from a senior member willing to provide their name from this company and justify to me why this happened. I have been dissatisfied with companies in the past but never to the point where I actually filled out a statement.

Business

Response:

[redacted] Revdex.com concern has been addressed. Dear Ms. [redacted]: Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding [redacted] complaint. A Time Warner Cable Technical Representative visited Mr. [redacted] home on 8/13/13 to resolve the service issues experienced in his home, we were able to successfully complete the installation of services to Mr. [redacted] satisfaction. Time Warner Cable apologizes to Mr.[redacted] for the multiple service visits that were not completed or rescheduled without his knowledge. For the inconvenience caused we have credited $92.49 to his Time Warner Cable account. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customers. We have completed our investigation of this matter and consider it closed.