Time Warner Cable's New York City Region

Review: We chose to buy a time warner cable approved modem/Wifi device [redacted]) in lieu of renting, with the expectation that our product would be equally functional. Upon purchasing the internet service, we discovered that our WiFi capability was dependent upon a configuration secured by Time Warner itself, and that this was a problem disproportionately affecting non-renting customers. After troubleshooting with the manufacturer and paying the manufacturer's fees, we were assured that our device was fully functional. Yet, when requesting further support from Time Warner, we were repeatedly referred back to the manufacturer despite explicitly stating that we had already undergone those steps. Furthermore, upon repeated phone calls stressing our due diligence with the manufacturer, we were overtly disconnected with our service representative and denied further support with higher level management.

Our issue lies in understanding why such an option is advertised, if it is not a readily delivered service. After reviewing the support forums and realizing that other customers were identifying identical hardships, it raises the question of whether or not this was an intentional disservice to the customer. Why offer a a customer the option of buying their own modem/router, to save money, if only to preclude the service by rendering the device non-functional?Desired Settlement: We would like to have the equivalent WIFI capability that is offered to customers who buy their modems as to those who rent.

Business

Response:

On 3/**/14 and 3/**/14 [redacted] left messages, voice mail, requesting a call back. To date there has been no reply.

Review: My services have been unchanged for over 1 year but the tax rate charged varies every month, as does my monthly charge. I have called on 2 occasions to question the tax collection and the varying charges but have not received an explanation to account for the differences.Desired Settlement: I would like an explanation, with a billing adjustment to reflect the consistency of my service & tax collection of that service, a refund of the overcharges for the past 1+ years and a set/consistent tax charge for the service (based on current tax requirements - no monthly flucuations for unchanged services.)

Business

Response:

[redacted] and I spoke on 9/*/14, at which time we reviewed the recent changes in her fees and taxes. It was these changes that contributed to the recent fluctuations in her billing that she contacted the Revdex.com about. The changes were as follows. With the 7/*/14 billing statement: the telephone-related Federal Universal Service Fund surcharge dropped $0.07 from$1.14 to $1.07 and the Regulatory Recovery Fee dropped $0.01, from $0.50 to $0.49. With the 8/*/14 billing statement: the Regulatory Recovery Fee dropped an additional $0.07, going from $0.49 to $0.42, and the Local Telecom Excise Tax dropped $0.01, $0.47 to $0.46. I explained that the fees and taxes will fluctuate from time to time. Based on my viewing of future statements for the next several months (September, October, November), I was able to advise [redacted] that the fees and taxes appear to have stabilized for those billing periods. Presently, the monthly total of taxes and fees comes to $6.01.

Review: Since I started TWC Internet in Sept 2012 I have had repairmen out to my home SEVEN TIMES and am still experiencing multiple outages a day and now frequently have speeds of .30 Mbs when according to them it should be 100 Mbs. WHEN YOU SCHEDULE A TECH APPOINTMENT THEY ROBO-CALL YOU incessantly, sometimes 6 times a day and as early as 8:00 AM ON A SUNDAY!!!! They are the worst company I have ever death with. For my previous previous appointment 2 months ago they were late and the other day besides the fact they I was robo-called ALL DAY they did not even show up or inform me that they were running late - despite the fact that I got 4 separate calls saying they were on their way. They were scheduled for 1PM to 2PM. AT 3:30 PM I had to leave and cancelled the appointment. I am supposed to have a 100 Mbs speed and am now getting 3.59 and an upload of .49. which should be 5 Mbs. I am paying $82 a months and the service is out constantly. I am sick of calling them and hearing their excuse and wasting hours of my time for crappy product. There are no other high-speed internet providers in my area. TWC has an unfair monopoly and has no reason to improve services.Desired Settlement: THEY NEED TO GET THEIR ACT TOGETHER. I used to have Cable TV but cancelled that in 1999 due to crappy service and outtages.. They are the only high-speed internet provider in my area. They have a monopoly. I want free service for a year ands a reduced rate until I can switch to [redacted].

Business

Response:

[redacted] is assisting [redacted] with this issue. She arranged for the monitoring and diagnosing of [redacted]'s internet signal by our broadband specialists. They found a problem with the upstream portion of the signal that impacted on [redacted]'s internet service and advised that this matter should be referred to a plant field technician. [redacted] arragned for a plant technician to go to [redacted]'s location between 4 and 7pm. [redacted] will be providing access on the premises to Time Warner Cable's equipment.

Review: I moved to Berlin on Oct.*, 2015 and called to disconnect my service. To disconnect the service they ask to make a call and there is no other way doing it, via internet or website. I have been billed ever since by TimeWarner. I can't log in into their account from Germany, neither a chat is available. They have been calling and promised to credit the account as there is a note that I called to disconnect. I have been with them on the phone (which is costing me a fortune....as they only have an 800 number) ....and have been promised all will be taken care of. Today I got again a call that I need to pay minimum $133....Im at a loss...They are simply incompetent, wasting my time and their practice is consumer Fraud. I demand closing of the account. Immediate credit of all fees and compensation for my time and phone calls $300....If I have to fly back and sue them, I will sue them for my flights and legal fees as well. Their practice is fraud and must be stopped.Desired Settlement: All bills reversed back dated to Oct.* which should make the balance Zero +compensation for my time and phone calls $300

Business

Response:

Account closed with closing balance of $108. Customer was advised all TWC equipment must be returned to avoid equipment fees.

Review: Have 1 TV connected to TWC's DVR with basic service plus HBO. Have 2 other compatible TVs connected with TWC's "cheap, crappy" DTAs (description of these basic signal interfaces or adapters by TWC's crew chief at last service call) to receive just the basic channels. DVR-connected TV provides good picture and sound, as expected. Since TWC went all-digital at the beginning of the year, the 2 DTA-connected sets have suffered daily from screen freezes, picture pixelization, sound dropouts, and completely lost signals. By the springtime, it was worse, and since then, 8-9 service men have been out to attempt to locate the problem and fix it. Rebooting, resetting, reauthorizing, reconnecting, and swapping out DTAs; and some new cables, splitters, and connectors from our apartment to the street have not improved the problem.

We are not getting service that is promised, expected, and/or that we are paying for. The crew chief who accompanied the service tech last week said that these devices were bought by TWC because they were cheap; not because they were particularly good (in an effort for TWC to provide basic TV services as mandated to those who don't need, want, or who can't afford the added cost services. The DTAs simply do not communicate reliably with the TVs connected to them. And this is unacceptable!

Note: all dates listed are approximate. Complaints about reception have been called in every couple of weeks since the spring; 8 or 9 service techs have responded, without success.Desired Settlement: As many, repeated attempts since this spring have failed to provide a reliable signal via the cheap DTA devices to 2 of my otherwise system-compatible sets, and smart, more expensive devices like the DVR does to our third TV, TWC needs to make good on its service responsibilities and swap out the 2 DTAs for 2 set-top boxes, which provide proper handshaking between TWC, the box, and the TV, compensating for any lapses in the signal. And since TWC has no other options to provide basic service, we should not be charged any more than we would be charged for the unreliable DTA devices.

We've wasted many hours of time trying to come to a reasonable resolution, but TWC is saying that we either pay to upgrade our service to set-top boxes (against our wishes or needs), or suffer with miserable, unreliable connectivity via the DTAs. Despite TWC service personnels' claims, mine cannot be the only complaint about the DTAs. This is simply and outrageously wrong.

Business

Response:

On 11/*/14 a representative verified services installed, they waived the converter fee for 12 months as a courtesy.

Consumer

Response:

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

Sincerely,

Review: For many years, the cable service I receive from Time Warner Cable is unreliable and, despite the many, many "technicians" who have visited my apartment in an attempt to resolve the unacceptable service issues, there is no permanent resolution. Some cable boxes freeze, but not others (I have five cable boxes in my apartment). The "Whole House DVR" service, which I pay extra for, works reliably on some TVs but not others. Of course, I am charged each month full price but receive far less than that. Technicians actually blame each other for bad installations by previous techs (how is that the customer's need to know?) but no one has been able to resolve the problems Time Warner markets to its customers but obviously cannot reliably deliver on. I cannot take another day off work, only to be frustrated and disappointed by incompetent service appointments. In December 2012, I wrote a detailed letter to [redacted], TWC [redacted] and [redacted], which was sent as Certified Mail, return-receipt-requested (copy attached) carefully detailing my experiences to that date (they are no better since). This letter was received but it went unanswered and completely ignored. Indeed, I do not feel like a customer of Time Warner Cable but instead a prisoner of Time Warner Cable. In the building in which I reside, they are the only cable option. Until such time as their competition wires this building, I am hopeful that the Revdex.com can assist me in getting, on a reliable basis, the service I am paying for. My entire service history is on Time Warner's systems for their review. All technicians who have visited my apartment with the full history available to them have commented on how far back the problems go. Again, that does nothing to boost my confidence in their ability to deliver reliable service. I am NOT interested in having technicians visit my apartment who are more interested in blaming prior technicians from TWC than their own ability and to resolve the issue.Desired Settlement: I am hopeful that the Revdex.com can assist me in receiving, on a reliable and consistent basis, the services I am paying for. Nothing more. Nothing less. Time Warner Cable marketed and sold certain services which I expect it to deliver. I took the time to write to [redacted], was ignored, but at this time would like someone from senior management to follow up with me on all service issues I continue to encounter. Someone must be concerned enough to take such horrendous customer service seriously.

Business

Response:

On 9/**/14 [redacted] spoke with the customer, he confirmed that the technicians made all necessary

repairs and his digital cable services are working to his satisfaction. [redacted] offered to apply a credit of $59.97

(3 months fees for Whole House DVR) to his account. He accepted the offer.

Consumer

Response:

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

While [redacted] of Time Warner Cable was most attentive, courteous and interested in resolving the issues, the Whole House DVR is now worse than ever, including on the DVR box itself. The picture randomly pixelates and the sound cuts in and out during playback, making recorded programs impossible to view and, therefore, useless. The digital cable is much better but the resolution of the Whole House DVR issue was very short lived.

I look forward to a long-term and reliable resolution of each of the services I subscribe to and pay for.

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

Sincerely,

Business

Response:

On 10/**/14, 10/**/14 and 10/**/14 [redacted] left voice mail messages for the customer. To date there has been no reply.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. However, to clarify [redacted]s notes, she did in fact leave me three voicemail messages on my home phone on the dates specified, but I was traveling at the time. Once I checked my messages, I immediately called [redacted] from Italy, at my own expense, and we discussed the issues. I consider the original Complaint to be resolved at this time.

Sincerely,

Review: On 12-**-13 I signed an agreement with TWC, (order# [redacted]). This was for Internet acess andUnlimited Nationwide calls for 6 lines for $319.89 per month. TWC has failed to honor such agreement, and continues to bill exorbitant amount of money at a variable rate. I have called and my office manager has called TWC in many ocassions. We have spoken to innumerable poeple including [redacted] , and several other people in the company. I am always told they will look into it, many blame the billing department. I have overpayed ( since if I do not pay they will suspend my phone and internet- which is disastrous for a physician office. Last conversation in July **, 2014 with [redacted] a male customer service representative who spoke to his [redacted]

To this day I have paid a total of $3813.11 from February to July 2014. I should had paid 319.89 plus tax and fees per month.

To this day I have not had a resolution on this abussive and indiscriminate attempt to overcharge. This appears to be a usual bussiness technique in this company. Thy have wait for 30 minutes or more on hold until you either give up or they hang up. At the end they feel they have you- and I feel as I have been had.Desired Settlement: 1) They must cease and desisist this treatment towards me and my company.

2) They must stop forcing people to pay more than what the owe and using fear of discontinuation of services. This is Bussiness Bullying!

3) They must adhere to contractual obligations.

4) They must refund my money plus interest of all the overpayment.

5) I need a written apology from TWC.

6) Need a written understanding/ assurance that since they have violated the contract and trust we had on them, CV Care should be allowed (if it chooses to do so) to terminate the contract without retaliation- monetary or otherwise.

Business

Response:

Customer has been in touch with TWC's Business Class unit. They have addressed the customer's concerns. Repairs were completed 8/**/14.

Consumer

Response:

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

The response is a inaccurate. There are no repairs to be made ( Nothing is broken). TWC has not read the complaint, they have been billing me way above what was contracted. They themselves admit to this fact on phone conversations and have failed to fix the issue, reimburse the money and pay interest.

I just want my money back (with interest) and to be treated fair and according to contract.

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

Sincerely,

Business

Response:

Issue Mark Resolved. [redacted] has already been credited for the overcharge of his services. He requested a written letter that states that we would not do this again. Unfortunately that is something that we cannot provide the customer.

Consumer

Response:

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

Sincerely,

Review: I switched to TWC in May because I was offered a cheaper "bundle rate", plus a $100 rebate just for switching back to TWC. Right from the start something went wrong already. As the service was being connected, the rate was raised twice, since my order was 'mishandled' and the rep 'did not understand' what I wanted. Anyway, I went thru with it, hoping for the $100 rebate. I was sent a flier with some codes, which I immediately returned. Then I was told that I had to wait 3 months. I called for clarification and then I was told that the rebate was for three months after paying on time (NOT FOR RETURNING TO TWC as I was originally told). Well, lo and behold, they sent me the first bill late (2 days before due date), so there was no way that I could send it back on time. I called a rep and was connected to a [redacted] named [redacted] who assured me that she will see to it that everything will be 'fixed'. That was back in May, and I never heard from them again and never did receive the rebate.Desired Settlement: I want them to honor the offer that they baited me with - $100 rebate for returning my service to them.

Business

Response:

Customer did not qualify for $100 rebate based on the service package they subscribed to (Preferred TV).

In addition, the account was past due within the first 90 days which also rendered them ineligible, based on the terms of the offer.

Consumer

Response:

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

[Your Answer Here]

The sales representative who offered me the package clearly stated that I was qualified for a $100 rebate for the sole reason that I was a returning TWC customer. I communicated this to the [redacted], [redacted] and she acknowledged that if that was the offer I received, then it should be honored as such, and that she would "take care of it (my case)". The representative was therefore blatantly guilty of misrepresentation and false advertising, using a bait and switch strategy to sell me their product. Furthermore, I believe that they deliberately sent me the first billing statement late, such that I would be unable to return my payment in time. They sent me my first bill within two weeks of connecting to their service, instead of the usual one month, thereby also overbilling me for the first month, when they only gave me 2 weeks of service.

I never missed my payment s with my former cable company nor with them. This is a deliberate bad faith transaction that they set me up for and I do not think that businesses should be allowed to get away with such unethical practices. I am wondering if this is standard practice that they use to ramp up 'new' customers or steal them from competitors. I am going to be looking for another company, since I do not want to deal with a service provider with such dishonest business ethics.

I hope that they get censured and that this unsavory practice be made known to other consumers.

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

Sincerely,

Business

Response:

We are applying a credit of $100 to [redacted]’ account in good faith. This adjustment will appear on [redacted]’ next billing statement, to be issued 10/**/14. We consider this matter closed.

[redacted]

TWC Agency Response Team

Consumer

Response:

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

Sincerely,

Review: On July **, 2014 a Time Warner Cable (TWC) Field Sales Rep, [redacted] (no one, not even on the telephone provides their last name), came to my apartment stating TWC has received a number of complaints about their service from mostly all residents living in the apartment building so he would like to speak to me about a price reduction in my monthly bill and provide different services at no additional charge.

We spoke and agreed for the rest of the time I was a TWC customer, signing a contract would not be necessary, I would go from paying $160 monthly to $119 plus taxes for a boost in internet speed and he would add one free movie channel. He said the “bundle” was the Extreme Package. This was supposed to make everything work faster, better - cable modem with Wi-Fi and cable TV. In my presence he contacted TWC. He went over the agreement and then scheduled an appointment for a technician to come on Monday, July **, 2014. He also waived all installation fees.

Since the installation, the cable modem equipment (ARRIS TG862g Touchstone Telephony Gateway) given is VERY SLOW. Sitting less than 10 feet from the modem, it takes 2-3 minutes for an application (i.e. Instagram) to upload. My husband can forget emailing his resume in order to look for employment because it has not worked since this “upgrade”. Once you leave this small reception area, the Wi-Fi no longer works. The problem before this change in service was always the cable TV but the same problems with that still exist. All around now my complete service is horrible.

On July **, 2014 I went to TWC's online site to make a payment and the bill was close to $250! There are so many charges to my account. There are all sorts of activation fees from July [redacted] – Triple Play Plus $113.53, Wi-Fi activation $19.99, Extreme Upgrade $20.64 and it goes on and on. After speaking to someone who identified himself as [redacted], the [redacted] of Brooklyn/Queens, I was told TWC is pro-rating my bill because of the “upgrade”. Not one bit of the information mentioned above was told to me on July [redacted] or July [redacted] especially this pro-rated fee.

I called a number of times and each representative tells me the Extreme package [redacted] spoke to me about is $129.95 so going forward with other fees and taxes my bill is going to be $195! I want the lousy service for $160 back!

What happened?! I have been a customer for over 22 years. When TWC came to my door I didn’t ask them to come, they offered the package and misrepresented themselves.Desired Settlement: I want to go back to my original service/package of $160 without a charge for replacing the equipment. I want all equipment in my apartment provided by TWC - cable modem and DVR - for free. No monthly fees for this equipment. I have channels HBO and Showtime - I do not want a monthly charge for those either. This is to be for as long as I am a Time Warner "customer".

Business

Response:

On 8/*/14 [redacted] apologized, verified customer's concerns had been addressed and issued a credit of $44.99 for the difficulty.

Consumer

Response:

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

[Your Answer Here]

Nothing has been changed or credited to my account. Also, an appointment was scheduled

for Tuesday, August [redacted] and they never showed up after we confirmed the appointment on Monday, August [redacted].

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

Sincerely,

Business

Response:

ON 9/*/14 [redacted] SPOKE WITH CUSTOMER IN RESPONSE TO HER CONCERTNS FILED WITH THE Revdex.com, SHE ADVISED ME THAT HER SERVICES WERE CHANGED BY ESCALATIONS DEPT , SHE IS SATISFIED WITN THE SERVICES. A CREDIT OF $44.99 WAS APPLIED TO HER ACCOUNT TO OPFFSET INSTALLATION CHARGES, SHE CONSIDERS HER BILLING ISSUES RESOLVED.

Consumer

Response:

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

Sincerely,

Review: This is regarding account number [redacted], an account with only internet plan with 300mbps speed. Knowing I will never get that speed and just hoped this will provide a more stable internet connection with this plan. From time to time internet connection will drop but that's fine to me but one issue began around week Jan ** that the connection began to drop more frequently and longer. Thinking it would be resolve on TWC's end or an short term outage, I didn't reach out to TWV since this is very common. On Jan**, I finally cannot accept what is going on and contacted TWC for the issue and technician on the phone did see an on going issue and asked to set up appointment two day after but I declined since I have work and schedule an appointment on upcoming weekend. Next day morning advanced tech support from TWC contacted me on the issue and deliver the message that the issue was fixed and saying there was interrupted signal sending out from TWC's end. Then I reached out to the billing department to do a billing adjustment for the time I have issue and the representative [redacted] said only can provide 1 day of credit since the issue was reported a Jan** and today is Jan**. I told the rep the issue was on going for a period of time as the other technician saw the issue too, but again billing adjustment for longer time is denied.Desired Settlement: Bill adjustment

Business

Response:

2/*/15 I SPOKE WITH CUST, ADVISED I APPLIED 2 WEEK CREDIT ($27.09) IN GOOD FAITH, EXPLAINED CREDIT POLICY (MUST CONTACT TWC TO CONFIRM SVC ISSUES, DOCUMENT OCCURRENCE AND WORK WITH CUST CARE FOR NEXT COURSE OF ACTION). [redacted]

Review: policy violations delays refunds fees late fees cancel service rude staff no appointment or follow up cancel servies

policy violations delays refunds fees late fees cancel service rude staff no appointment or follow up cancel serviesDesired Settlement: policy violations delays refunds fees late fees cancel service rude staff no appointment or follow up cancel servies

Bad customer service. Simple as that. The worst in fact. [redacted] at Client Services only made the issue worse. The technicians did not show up. Every piece of information [redacted] asked for was provided and still she would not provide any customer service. The issue has gone on for 18 months. Provide the credits for that time. And fix the problem. Refer to the conversation recorded with [redacted] on Friday. I am not paying for services not supplied.

Business

Response:

On 8/**/14 I left a message, voice mail, home number (at 12:55 PM) noting

have concluded my investigation and am ready to share my

findings and conclusion. I noted open Revdex.com case and stated it is

necessary he speak only with me as I have comprehensive

information.

Customer has not called back.

Please note:

On 11/**/13 I called in follow up, customer states all is well, services working with no issues.

I confirmed credit issued for service and appointment issues (totaling $115.26 since July, 2013).

I provided my direct number for future reference.

Note: call of 10/**/13 technician and [redacted] reported customer was “Not home.”

Consumer

Response:

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

I am unable to return call because the internet is not functioning.

TWC continues to bill for services I no longer receive.

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

Sincerely,

Consumer

Response:

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

The credits due for the charges by TWC for services not received still has not been refunded. Why did Time Warner cable stop charging me last month? Why did TWC start crediting the account ?

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

Sincerely,

Business

Response:

Customer insissts all DTV equipment was returned in September, 2013. TWC's records indicate the equipment was returned in September, 2014. Customer has not provided any documentation to refute TWC's records. Customer was offiered a credit, form September to December, 2014. Cusrtomer refused, demands credit from 2013. There is no basis to issue a credit for the year as TWC's records are accurate.

Review: They advertise there cable services even have people come around door to door advertising packages and savings but they never tell you they charge a month in advance and all the taxes that are involved so when you think your paying one price the bill is rediculously higher then whats expectedDesired Settlement: Well truthfully I agreed to one amount I should pay just that nd I want my bill lowered

Business

Response:

CUSTOMER HAS BEEN ADVISED TO CALL TWC COLLECTIONS AT ###-###-####

Review: called about internet outage. rep spoke with thick accent barely understood him. name [redacted] and [redacted]. [redacted] insisted I go through all the steps to check connections which I told him repeatedly that I had already done. i.e. reboot box, modem, and router as well as connect my computer directly to modem. all to no avail. I was put on hold over ten times. I found rep to be un knowledgable, irritating, incompetent and has a poor grasp of english language and his company's policy and procedure. I was totally aggravated after doing as he requested when I already knew the result. he even requested I do certain steps twice. I also requested he send a system reboot and he refused that. when I asked for [redacted] he initially refused! I had to practically scream at him and warn him I knew there is a [redacted] on duty! on the phone for a half hour of nonsense. my resolution is to turn in my modem myself. when I finally spoke to the [redacted] he referred me to the online complaint garbage with time warner. I had to research how to complain on my own. atrocious!!Desired Settlement: disciplinary action for [redacted]. he is an [redacted]

Updated settlement: billing adjustment has neen made at local office..product exchanged as well.. but if I am entitled to a greater bill adjustment that would be great

Business

Response:

A $10 credit has been issued for the loss of service, a CSR apologized for the difficulty.

Consumer

Response:

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

Sincerely,

Review: when signed up with Time, warner cable I was told that I would receive a Dell 2 in 1 tablet as part of a promotion. 6 months latter and still no tablet. Call cable company numerous times with no help.Desired Settlement: Dell 2 in 1 tablet

Business

Response:

[redacted] has advised customer the issue is being investigated snd she will be in touch.

Consumer

Response:

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

[Your Answer Here]

Women from TWC never got back to me as to why I never got reward. They keep coming up with excuses.

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

Sincerely,

Business

Response:

A credit of $300.00 has been applied to customer's account (the value of the laptop). Customer is now happy, considers the matter resolved.

Review: My internet constantly drops out. I've called Time Warner cable twice.

They sent out a repair person both times and said they cant see anything wrong with it and it continues to drop out.Desired Settlement: Fix my internet so it stops dropping out.

Business

Response:

Service repairs were completed on 12/**/14. All services are working at this time.

Review: At the end of June, 2013, I called Time Warner to cancel my internet service. The representative told me now problem and thanks for my business. I then moved from my New York City apartment to Sedona, Arizona. I brought their modem along with me so that I could return it to Time Warner. I phoned them once I was in Sedona to find out where to send the modem and I sent it. At that time I asked a representative if I had any outstanding balance and was told I did not. Now, just yesterday, October [redacted], 2013, I received a notice from a collection agency stating I still owed them $129. dollars and change. They have been calling me about this balance. So yesterday I called the collection agency but could get no satisfaction. Today, October [redacted], 2013 I received a call from a representative calling from the collection agency and once I explained to him my situation he told me I could definitely clear this up once he transferred my call to Time Warner. However, once there, the representative made it clear that I still owed a balance and that there was no record of my call in June. I asked to speak to a supervisor and after just over 30minutes on hold, I hung up, having not spoken with a supervisor.Desired Settlement: My desired out come is for Time Warner to cancel any balance they say I owe them and for them to stop the phone calls and letters from any collection agency.

Business

Response:

A review of TWC's records indicates a call was received 1/**/13 (regarding the balance due). The next call received was not until 8/**/13, there is no record of an inquiry in June. Monthly statements continued to be genrated advising customer account was still active. Customer is responsible for fees incurred.

Business

Response:

Based on the account history the amount due is valid, payment is respectfully requested.

Consumer

Response:

[redacted]:

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

I have no account, I have no balance.

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

Sincerely,

Review: For 2 consecutive days we have been without service. When you call their customer service line and enter the account/cell phone number one is given an automated message that states there is a service repair in the area. There isn't an option to discuss how long the service repair with a live representative. I would like to be refunded for the 2 days without service (May ** & **) and would like to request that the internet service be restored. The incessant cessation of internet service has to come to an end. The name on the account is [redacted] and the account number is [redacted]Desired Settlement: I would like to be refunded for the 2 days without service (May ** & **) and would like to request that the internet service be restored. The incessant cessation of internet service has to come to an end.

Business

Response:

On 5/**/14 [redacted] apologized, noted an area outage was in effect. A credit of $45.51 was issued for the recent loss of service.

Consumer

Response:

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

I will check with [redacted] to determine if the credit was issued on the next bill.

Sincerely,

Review: I signed up for TWC when someone came knocking on the door and offered a triple play service. I informed them I was not interested in triple play and that I wanted internet and basic cable. They explained to me that I could try the triple play, and at the end of the month what ever I decided to keep I would have to pay for. I asked if that meant cable and internet and they informed me that I was correct. If I only wanted those to items I can call and they would only charge me for that. They explained I would have to call before May ** because that is when the month would be over. I received my service April **. I called to change the service on May **. At this time, everyone I spoke with did not know what I was talking about and did not try to help me. I was told my bill was going to be sent to collections for non payment even though I had not even had the service for a month. I was treated very rudely and was so upset I hung up. I later called back asked to complain about the rep. I also spoke with someone else who said that they would fix my problem and only charge me for what I wanted to keep. When I went the next day to check the bill nothing had changed and I was now charged over $350.00 for service which is not what I signed up for. I again called TWC and was passed from rep to rep for over 20 min and my problem had still not been solved.Desired Settlement: I would like to pay for the services that I am choosing to keep which is what I was originally offered.

Business

Response:

On 6/*/14 customer called in to disconnect. CSR [redacted] apologized, udpated accouint to provide lower rates, changes were back-dated to install date, 4/**/14.

Customer accepted new rates and account adjustments (credits back to 4/**/14 for the difference in rates).

Consumer

Response:

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

Sincerely,

Review: Since starting cable service in December, I have been unable to receive one channel, SNY. I have had repair men to my home four times without a permanent fix. It has worked to a week or two but then the issue reappears. I've been promised that a [redacted] would come but have onlt been sent techs with minimal experience.

I'm feedup and if this isn't resolved this week, I plan to cancel service.Desired Settlement: repair the problem of I will leave TWC.

Business

Response:

[redacted] spoke with [redacted], and he confirmed to her that the SNY channel is working satisfactorily at this time.

Consumer

Response:

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

Sincerely,

Review: I've had multiple problems with Time Warner over the last several months. Once I get one thing fixed it seems to cause other problems and something else goes down. I have cable and internet service from Time Warner Cable and I've significant issues with both. I've had problems where all my cable boxes go down, my internet is well below the amount I pay for, and individual boxes go out of service for no particular reason. I had a pretty smooth experience for the first couple years but something seems to have happened over there and now I can't seem to get anything working for longer than a few days. I've had far too many service appointments for them to come to my home along with escalation to advanced tech support and [redacted]. Nothing has worked. The problems are so comical that it seems as someone could actually be doing this on purpose just to aggravate us.Desired Settlement: I would love to be be able to have stable service that works. I don't want to have to keep going through many, many service appointments to have one problem after another. I wouldn't mind some credit either for the unusable service that I've been suffering through.

Business

Response:

On 11/**/14 a follow up message was left. TWC awaits the customer's reply to verify if service issues were addressed. .