Time Warner Cable's New York City Region

Review: I was a very happy [redacted] client, moving to my parents' old place I decided to see what Time Warner can offer me since my parents had Time Warner. I called prior to the move & informed parents need to transfer their internet account (since they had a promotional price), and I need a new account under my name. I spoke to [redacted] from retention department, I explained to her I am thinking of switching from [redacted]. What I was getting from [redacted], [redacted] TV Extreme HD DVR + Showtime + HBO, [redacted] Internet 50/25 - for $131.89. Searching for coupons and promotions (took more than 8 hours) [redacted] got me a price of about $140 after taxes for similar services including Cinemax (2 coupons- one for $7 and one for $20) waving installation or first fees as well AND a $200 gift card after 3 months. I agreed & scheduled an installation date (I asked for an email confirmation was told OK but never got it). Installation day - the tech first went to my parents new address and later came here only to tell me he can not install new services here since he was inform it will be an upgrade, turns out they schedule new installation for parents (instead of transfer) and upgrade here, so my parent deal was gone and I was left with no services. After calling again and spending about 14 hours I was told all will is fixed.Technician installed (after days), I asked for bill, he said will get it by mail. Got my bill, $242.89, $100 extra! parents bill was about $20 over. Called again, parents' issue was fixed and was promised mine will be too. I spent days talking to Time Warner, was told they see the first quote and not to worry, they opened billing tickets. Many times I was promised a call back but NEVER got it. For 4 months my bill was $100 extra + fees (I was told not to pay all till issue is fixed). Last month they finally got my bill to about $160 after tax, saying they can't give initial quote + no $200 (cause of late payments), I got many recording of calls. More happened but no space left here Product_Or_Service: Phone, TV and internet Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) First I want to get the price I was promised, $140 (they need to give me the $20 monthly coupon they had) and for that to be adjusted from the first day. Also I want the $200 gift card I was promised. I also need to get some sort of compensation for all the time wasted (over and 50 hours total, also I was promised a few time $25 one time coupon for inconvenience) times being left with no services.I was promised a call backs and NEVER got them.

Business

Response:

1/**/14[redacted] SPOKE WITH THE CUSTOMER IN RESPONSE TO Revdex.com COMPLAINT AND ATTEMPTED TO ADDRESS HER CONCERNS. [redacted] APOLOGIZED FOR ANY

MISUNDERSTANDINGS/MISINFORMATION SHE MAY HAVE RECEIVED REGARDING HER PROMOTION. [redacted] OFFERED TO APPLY A COURTESY CREDIT OF $300.00.

SHE REFUSED.

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. Please make sure that this goes through and I will get the $300 that was promised.

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:

Hi,

I had a complaint opened and "resolved" about 2 months ago. It was resolved but I never got what they offered me and things have actually gone worse.

The complaint was regarding me not receiving the package price I was promised when signing up.

My package as I mentioned when opening original complaint was for Ultimate Triple Platinum bundle which includes:

[redacted]ital Home Phone Svc, Whole House HD-DVR, Ultimate Internet (speed of 50Mbps), HBO and Pod, Cinemax and Pod and STARZ and Pod. (I was getting HBO and Showtime with Pod with Fios but Time Warner offered these channels instead because of their dispute with CBS & showtime). I have my first bills and phone recordings that proof this is the case. After months of getting nowhere with Time Warner customer service and not getting the price I was initially promised I decided to open a complaint with Revdex.com.

After complaint was opened, [redacted] from Time Warner Regulatory Division called me and offered me a resolution. She said she will offer to credit my account $300. Also, there was a balance of $27.26 that she was suppose to wave the day we spoke(late fees that were suppose to be waved for all the months of me refusing to pay the full amount I was charged, they overcharging me by even $100 at times) - I have recording that proof this too.

Since I agreed to the offer in Revdex.com I never received anything, and even worse I found out I has been lied to for months and my services has been downgraded/changed WITHOUT my approval to:

Extreme Triple Premium bundle, which includes Extreme internet (speed of 30Mbps) Whole House HD-DVR, Home Phone National, HBO, Cinemax, Showtime, The Movie Channel (Without Pod). A difference of $20 a month!

So basically when I was told they took care of it and gave me the price I was promised, they actually downgraded my services. It's been 5 months now of me getting lower services, a difference of $100.

I have recording of me stating a few times I do NOT wish to downgrade my services, I was promised ultimate and that's what I need.

I tried to contact [redacted], left messages, was promised she will call me back and never heard from her. I even called today again just to go a last chance to resolve it normally.

What I want now is this: I want the $300 I was promised (for not getting the price I agreed on when signing in and not getting the gift card of $200), I want the $27.26 that was left back then (and I paid by now not to be disconnected, I want the other $17 of late fees for the last two months (since complaint of resolved and I never heard back I refused to pay till I hear back from [redacted], but since I didn't want my services to be disconnected I ended up paying anyway), and very important I want my Ultimate Triple Platinum bundle again and $100 for the few months I didn't have it.

In total it is $444.26 and my Ultimate Triple Platinum bundle back for the same price I was promised last and am paying now which is $160 after taxes.

I would also like to get some sort of extra amount for the 8-9 months of trouble and phone calls.

Thanks and sorry for the long email, it's been almost a year of Time Warner fooling me, and I am really frustrated,

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

Business

Response:

4/**/14

I SPOKE WITH THE CUSTOMER IN RESPONSE TO Revdex.com COMPLAINT AND SHE

CONFIRMED WITH ME THAT SHE WILL ACCEPT MY CREDIT OFFER OF

$300.00. IN ADDITION, I OFFERED TO CLEAR THE LATE CHARGES

($44.26) ON HER ACCOUNT. SHE ACCEPTED MY OFFER..[redacted], [redacted]

NOTE: SECOND SET FEE ($14.25 MONTH) IS BEING WAIVED UNTIL DECEMBER, 2015.

Review: I recently opened an offer for a triple play bundle plus a free dell notebook for 69.95, by the time Igot off the phone with the rep I was spending over 200 dollars. I was promised the fastest internet they had to offer (300mbps)!and rep assured me my free dell note book would be by me within a week of signing up.. Tech finally showed up, after 3 hours of fumbling around ,tech tells me that my area isn't equipped for high speed internet ( keep in mind they made me cancell my previous fast and amazing service provider) so I call customer service to ask them about the speed and they told me that within 10-14 business days I would be able to get an answer regarding the speed I was promised and paying for and the dell laptop which if you read the fine print will take over 6 months to get if you are lucky. My Sales rep totally lied and told me I was getting fastest internet and my notebook with one week. When I asked to speak to a supervisor the person over the phone told me it would take at least 24 to 48 business hours to get a "supervisor above his pay grade on the phone " and he assured me that nothing would change and nothing that I was promised would change once I finally got someone else on the line. He also told me that the sales department is not affiliated to time warner and that they can say whatever they want to the customer and there is no affiliation to the actual customer service/technicians/higher ups. I know a bait and switch operation when I see one and the fact that a company of this nature and size is allowed to get away with dirty and unethical business tactics , is appalling and [redacted], The aggravation made me get an extreme [redacted] and I had to call my doctor to ask for additional medication just to relax me. I will pursue this matter to the full extent of the law if need be. And if that's not enough, I cancelled my old provider (100xbetter half price) and my new "super router" doesn't reach 5 feet to the next room! Stay away!!Desired Settlement: Want what I was promised ,300 Mbps and not a second less,Preferably today not in a month from now,Want my notebook by the end of next week from today as promised by sales rep, feel free to check recordings,Want to be able to get full wireless reception , thru out my entire 1100 sq apartment, (their new super router supposedly does multimrooms and floors I have 2 rooms and one large open floor!!!,I want an apology letter from time warner directly and compensation for aggravation/loss of sleep

Business

Response:

A review of the call in question has confirmed the customer was advised of all charges and promotion criteria. Customer insists he "was lied to" and the matter is being referred internally to a [redacted] for additional contact.

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

So after reaching out to Revdex.com I receive a phone call from a Time Warner [redacted] , Admitting that the Sales Lady lied to me at the time of sign up , he admitted this after listening to the audio tape. After a fraudulent sales pitch the [redacted] that heard the tape offered me a fifty dollar credit to make up for the lies on the sales call. So now after speaking with another "[redacted]" they told me that they reviewed the tapes again and that I am making this all up, I assured the [redacted] that I don't have the time nor the energy to fight with him, I can afford to buy 100 of the notebooks that was fraudulently offered to me if I signed up as an incentive after 1 weeks, we now know that was a lie!

I was also offered "ALL" the premium movie channels , never got that resolved either!! Also promised 300 mb per second , still after 10-12 phone calls with "tech support" still getting only 35-36 Mv per second , If my math is correct that is about 12-15% of the "proposed " speed promised to me numerous times , actually speed I was told that I was supposed to receive every time I spoke with a [redacted]. I do have a [redacted] contacting me every few days to see if the speed was corrected, but failed to mention a thing about my movie channel line up as promised or the promised laptop, he only mentioned the promised speed situation and how the techs are working diligently on the issue, it's now been 2 months, still no speed!

On the last phone call with the same [redacted], I was informed by him that "they got back to him with the transcript to the tape" and that my claims are false. So when I asked for a voice copy , the [redacted] got quite frustrated , short and upset with me , never mind the disgusting attitude , his response was "o so now more then one time warner representative lied to you ? Must be a pretty elaborate lie". As he mocked me I asked him to check to see which [redacted] gave me a credit for $50 for compensation for the lies of the sales rep. This is when this [redacted] started to get loud with me , huffing and puffing , getting loud and obviously upset with me. I will assure everyone reading this and Time Warner and the Revdex.com. If this situation does not get resolved and I do not get everything that I was promised and the lies do not stop. I will seek other alternatives to rectify this matter. A Company like Time Warner can not and will not be allowed to prey on helpless victims and get away with it. If I am speaking up it is because I have the ability and know how. How many other customers are being swindled the same way I am and nothing gets done. Once again "Shame on Time Warner ".

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

Sincerely,

Business

Response:

Customer now has a call on for 9/** for repairs. His concerns have been acknowledged.

Review: I have contacted Time Warner Cable customer support on multiple accounts about my internet. In stead of paying a rental fee I purchased my own modem. Time Warner cable suppose to keep it up to date on the firmware. Ever sense the new update came out and a new company bought the modem I never received the update nor will they push the update like they suppose to. I am paying a lot of money a month for internet I can only use good for like a week a month. They use the excuse that its for stability purpose but yet all of the rented equipment is on the latest and most up to date firmware. I am tired of paying full price for there product that I am having so much problems with. I have asked many times for them to update my firmware and when they do it magically downgrades back to the old firmware and back to the crappy internet. This has been going on for several months now with no end solution. I spoke with someone on the support chat and basically in a vague way he told me that they dont like pushing the updates for people who push there modems, so they can go back to renting from there equipment.Desired Settlement: I would like my modem updated to the correct firmware that it needs on and not downgraded every time. I am tired of paying full price for a product I cant even use fully a month. I just want to be able to use the service I am paying for instead of all of these headaches.

Business

Response:

On 12/*/15 [redacted] sent a contact email. To date there has been no reply.

Review: We signed up for TWC Signature Home, under the guise that we would receive a $300 gift card from TWC back in August. The terms and conditions were never fully disclosed, and they are now telling us that we are ineligible for the gift card. I have communicated with them several times, and had been told by employees over the phone that we were in fact eligible, and that a new code would come to us in the mail, or via an email correspondence, since one had already been sent out. She directed me to ###-###-#### or [redacted] once we were in possession of said new code. The gentleman I spoke with today said that something was communicated to us that we never received letting us know that we were ineligible. It is very frustrating to hear that we will receive what we are owed by one employee, only to be told by another that we do not qualify.Desired Settlement: Our bill should be credited with the amount of the original gift card promise, $300, or a gift card should be mailed to our home.

Business

Response:

REGRETTABLY, THE CUSTOMER DOES NOT QUALIFY FOR THE $300 GIFT CARD AS THE ACCOUNT WAS NOT KEPT CURRENT DURING THE 90 DAY INTRODUCTORY PERIOD. AS THE ATTACHED STATEMENST CONFIRM, THE ACCOUNT WAS 30 DAYS PAST DUE, ON MORE THAN ONE OCCASION.

Review: I moved from one apartment in Manhattan to another. I started a new Time Warner Cable service at my new home, closing my old service and returning my old service products (Cable Box and Modem).

I moved out of my old apartment on 6/**/14. starting service in my new apartment 5/**/13 because there was an overlap in the rental periods.

I received a bill from Tim Warner cable stating I owed more money for a service period on the old apartment after I had already moved out and for a third modem which they alleged I failed to return.

I lived in a 400 sq ft studio apartment, I only had one cable box and one modem, both of which I returned.

I first called Time Warner cable to dispute the charges in July of 2013. I received poor customer support in explaining what my charges were for and was told everytime taht they were being looked into and they would "follow-up with me" soon with a [redacted]. I then was sent to collections before ever being called back from someone telling me what had happened and giving me an opportunity to pay my legitimate charges before going to collections.

I then called Time Warner cable 7 times over a period of the next year, seeking to pay my actual charges if there were any. receiving some of the worst customer service I have ever experienced. Every time saying that I would be called or notified when the modem whereabouts was discovered. And then I was sent back to collections without a call ever coming back to me or a notice saying what the results of the research were.

All the while I am a time Warner cable customer at my new apartment. waiting for some resolution to whether or not the charges were real/bogus or my last apartment.

Then on 7/**/14 I got fed up b/c someone said collections would be really affecting my credit. I called back and spoke to someone at TWC who said they would have a [redacted] deal with this issue. I sat on hold for ~20 minutes. the person came back on saying [redacted]s were very busy, but that the [redacted] would call me back by the end of the day.

I never got a call from a [redacted] and the collections calls continued.

I called back today and started from the bottom telling some one I needed to speak with a [redacted], I was never told why no one had called me back. but the [redacted] took me through the charges and showed that my account was over charged due to canceling service and starting a new service. she was very helpful and told me that it was regrettable that no one had just done this 12 months ago. this [redacted] started the process of removing me from collections.

I feel that the worst customer service and poor system knowledge of the customer service representatives, along with lies that I would be contacted back, my situation would be looked into, etc... lead me to being targeted and harassed by collections for ~12 months. This has lowered my credit score and could end up costing me lots of money in the future when I apply for Mortgages or car loans.Desired Settlement: My desired outcome is that TWC contacts collections and removes this collection from ever happening. I was improperly targeted by collections when this situation could have been handled a year ago.

I want a notice from someone stating how poorly this was handled and assuring me that in the future I will be treated like the 10 year customer( in various states and places) that I am of TWC.

I want a notice assuring me that this issue will NOT affect my credit score in anyway.

Business

Response:

7/**/14 I SPOKE WITH CUSTOMER TO ADDRESS HIS CONCERNS FILED WITH THE BETTTER BUSINESS BUREAU, HE ADVISED ME THAT MODEM ( [redacted]) WAS RETURNED, IN ADDITION BALANCE OF $147.85 WAS REMOVED FROM THE ACCOUNT, AN E-MAIL WAS SENT TO COLLECTIONS ADVISING THEM THAT THE DISCONNECTION AND EQUIPMENT WAS AN ERROR MADE BY TWC, HE IS SATISFIED AND CONSIDERS THIS MATTER CLOSED ([redacted]).

Consumer

Response:

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

Sincerely,

Review: TWC NYC approached me at my home offering a free trial of cable and internet for 30 days. The internet never worked, and I returned the equipment on time at the TWC location and was given a "$0" balance receipt. A month later they sent a bill for $93.39. We called TWC and explained that we already returned and got a receipt for "$0" balance, they said ok yet continued to bill and sent to bill collector. TWC is fraudulently billing me for no reason. I would've picked their service if they didn't pull this billing falsely because I didn't rode with them. They are messing with my credit. They are wealthy enough without trying to bill me. We can't afford it, and they came to my door. Never order TWC everyone I know gets over billed with crazy charges.

Product_Or_Service: Free 30 day use of cable internet

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I've called the collection office and they are disputing for us, TWC must retract the charge and remove from the collection company and once they do that I will retract this complaint. Immediately

Business

Response:

TWC has updated its records, $93.39 credit issued to reduce balance to zero. All records have been updated.

Review: While chatting with an agent, she offered me a package to increase the speed of my internet, but for the same price. she offered it in writing, on their chat site. she asked me to confirm if I wanted it, which I did. She had me hold while it was applied. Once applied, she transferred me to tech support to answer another question. I then checked back later that day, they said no change was applied to my account, that the offer she said in writing and said she applied was not valid, that she made a mistake in offering it, and that I would have to pay substantially more for the service. I told them they had to honor the quoted price, because that was their error. They transferred me several times, and said they would not honor their deal.Desired Settlement: I want them to honor the package they told me about in writing and said they were implementing.

Business

Response:

12/**/14 3:12PM - I ATTEMPTED TO SPEAK WITH THE CUSTOMER IN RESPONSE TO Revdex.com COMPLAINT. HE WAS AT THE SUPERMARKET AND WILL CALL BACK WHEN HE IS AVAILABLE. NO CALL ABCK TO DATE. [redacted] AGENCY RESPONSE TEAM.

Consumer

Response:

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

[Your Answer Here]

I did receive a call, and was unable to speak at that time, and gave me a callback number. I returned the call 15 min later- the representative was unavailable. I left a message with the person who answered the phone, he said she would call me back. I have not received a return phone call.

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

Sincerely,

Business

Response:

On 1/**/15 customer accepted a credits equal of $120.00 to resolve all issues. Customer stated all issues were addressed.

Review: I called Time Warner Cable customer service department on 6/**/2014 to process a payment for service. Customer service rep, who spoke poor English and was unable to assist me or answer any questions. I was noticed by credit monitoring service on 6/**/2014 that TWC on 6/**/2014 performed a hard inquiry on my credit report. This was done in violation of the Fair Credit Reporting Act. The representative never received my authorization to do a pull on my credit. As a result this fraudulent act, my credit rating is being adversely affected. I called TWC customer service 3 times to speak with someone to have this IMMEDIATELY removed and on all occasions no one seemed to have any authority to assist me.Desired Settlement: I am requesting TWC immediately correct this fraudulent act by contacting Equifax and explaining to them that they have made an error.

Business

Response:

TWC has investigated the matter and based on our records and those of Equifax, there is no record of an inquiry placed by TWC.

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 company has time and time again failed at fixing our constant billing and service issues. Time Warner Cable in this community is a monopoly. No other Internet service providers supply the area with cable or internet services. Time Warner Cable uses this to their advantage. Every month the bill is paid, but the service is cut off every 2 weeks. We call, and get a representative who knows nothing of the issue (with a monitor directly in front of their faces no doubt). We end up compromising based on our Internet needs, until two weeks later "off." They disconnect you without notice, then tell you that a technician must come to your home and reinstall the already installed equipment, when two weeks prior, sent a signal directly to the system (from the monitor directly in front of their faces). Time Warner Cable has been rated having 1 star service from other displeased customers. The slowest internet speed for the most money.Desired Settlement: If there is no other service provider in the area, I would like to stop paying $80 a month for what other companies charge $30-40 for.

Business

Response:

On 12/**/14 and 12/**/14 [redacted] left messages, voice mail, home number. To date there has been no reply.

Review: Following issues:

1. recurring service issues both for tv and internet

I have tried to resolve the service issues and we've had 3 technicians try to fix the issues, but we are still having daily internet connectivity issues, and our tv also has daily service interruptions, glitches, channels being unavailable and setbox rebooting by itself and not working.

2. I had a conversation with the analyst/customer service who said I would be credited $124 on 5/** for the service issues and said it would be fine to just pay the remaining portion of the bill (the current bill - credit of $124)

3. credit has not been applied and is still in pending status, I continue to receive bills saying that I owe an additional $123, and even received a disconnect notice, and final payment demand and frequent automated telephone calls requesting payment.Desired Settlement: I would like credit for a minimum of 3 months for the continued service outages that have been occurring over the last 7 months. I would like the current services to be repaired in a timely manner [within a week]. I would like the automated telephone calls to stop and the billing to be updated, and a written letter stating that the billing issue has not been reported to the credit bureau; if it has been reported I would like the company to adjust the report with the credit reporting agency and clarify that the error was on their part and not an issue of non-payment or late payment.

Business

Response:

On 6/**/14 [redacted] verified services had been restored. A $50 credit was applied for the loss of service.

Review: I called to ask about why my internet bill was raised and they explained it was the end of a promotion starting on my April bill. Now the May bill has been issued and I called to speak to a customer service agent to deal with getting a new promotion which is what I do every year. After speaking with several different representatives, I was told that I can renew my promotion price now and someone from billing can adjust it to be back dated to start the contract in April. When getting connected with customer service, they denied the transaction and even after explaining that I was told to agree to the promotion and speak to someone in billing later, the [redacted] refused my request. The [redacted] is [redacted] employee number [redacted] and he claimed his [redacted], [redacted], wasn't available to deal with my complaint. After explaining my distress from an hour of back and forth with several employees giving misinformation, he still refused to provide a credit and hence deems it fair to pay more money for April and May of the same quality internet I have had for the past year, even though my June bill will be deducted back to the previous rate.Desired Settlement: Time Warner should make it easier for their customers to have a the same rate promotional or not even if it means back dating.

Business

Response:

$40.94 (ONE MONTH) GOODWILL CREDIT ISSUED TO RESOLVE DISPUTE

LODGED WITH THE Revdex.com.

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 September **, I was contacted by [redacted]. I am an [redacted] for Time Warner Cable Business Class Service. I am reaching out to you in an effort to review the services you are using with your current provider. The goal is to be sure it is still meeting your needs, and present you with a custom package here at Time Warner Cable Business Class that brings more value to your business with the highest and latest technology. We offer internet speeds starting at 7Mbps x 768Kbps, which is 2-3 times faster than DSL, and go all the way up to 50Mbps x 5Mbps. Our Unlimited Nationwide phone lines include local and long distance, and features like Call Forward, Caller ID, Call Waiting and much more at no additional charge. You can keep your current phone numbers and use your own equipment so there is no huge overhead to switch, and the transition is seamless. We also offer In-state lines if nationwide calling isn't a need for the business. If you would like to discuss the best options for your business. I look forward to your call or Email. But I already have a signed contract for their services signed June *, 2012 and they refuse to honor it. I have contacted [redacted] their [redacted] with no results. I filed a complaint with the FCC #[redacted] No results.Your intervention would be appreciated. Balint Szent-Miklosy, President

Product_Or_Service: Telephone/Cable serviceDesired Settlement: DesiredSettlementID: Other (requires explanation)

I expect them to live up to the contract

Business

Response:

TWC requests customer provide copy of contract as well as copy of a recent billing statement as we cannot locate any information based on the data provided in the complaint. Upon receipt of back-up we will investigate further.

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 details are outlined in the complaint filed with you and all the documentation is in the attached PDF document.

Sincerely,

Business

Response:

Good afternoon,

As the attachment noted, the wiring must be done by building “approved” union

technicians. This would involve additional fees

These fees would not be paid by TWC as noted in the passage from the Agreement below.

TWC has declined to provide services based on the limitations imposed by the customer’s

building.

Customer shall obtain and maintain, or ensure that each Customer employee or branch office

which uses the Service (each, an "End User"), shall obtain and maintain throughout the Term, such

consents (including without limitation landlord and land owner consents) as are necessary to timely

permit, and shall timely permit, TWC personnel to install, deliver, operate and maintain the Services

and TWC Equipment (as defined in Section 4 below) at Customer's and any Customer End User's

facilities. Customer shall permit TWC reasonable access to the Customer and any End User facilities

at any time as needed to install, configure, upgrade, maintain or remove the TWC Equipment and

other Service components collocated at Customer's or an End User's facilities. Customer shall make

and maintain throughout the Term all reasonable site preparations necessary to permit the installation,

maintenance and operation of the Service and any TWC Equipment as specified by TWC and that is

required to provide the Services. In addition, Customer shall provide TWC with floor space, rack

space, other space and clean power as is reasonably necessary for the installation and operation of

TWC Equipment at the Customer locations identified in a Service Order. Customer shall not charge

TWC, and shall ensure that TWC does not incur, any fees or expenses whatsoever in connection with

Customer's provision of space, power or access as described in these Terms and Conditions, or

otherwise in connection with Customer's performance of its obligations pursuant to this Section 3; and

any such fees or expenses charged by a Customer End User shall be borne solely by Customer.

Consumer

Response:

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

TWC sent a very impressive text. Unfortunately it has nothing to do with this case. Never in the two years of this dispute has this text appeared, and it definitely was not part of any document signed with Co.Birth Activities Inc.

Time Warner was, or should have been aware, of the building's requirement when its sales representative contacted this firm. Time Warner went over the requirements with a fine tooth comb before management approved the installation and since then Time Warner has approached me 3 times by email and regular mail wanting me to sign the same contract for the same services.

Time Warner is simply trying to get out of its responsibility. It seems like the $150.00 installation fee is just a COME-ON, before the bait is switched and they try to get thousands of dollars out of small customers.

Having checked with the engineers of this building, installation could commence.

But that is not all. TWC keeps distracting the attention to the financial damage they caused me that continues to accrue, month after month, when they ruined my long-standing relation with [redacted] It is their action (which they never intended to act upon according to their own text above) of contacting [redacted] to let them know they WERE TAKING OVER THE SERVICE, that is costing me, and will continue to cost me, extra fees every month for as long as I stay with [redacted]

This is damage, above and beyond the simple abrogation of their contractual obligation to provide my firm the telephone service contracted for.

One Grand Central Place is a huge building. Once in, they could connect other customers to their service, but it seems like they are only interested in charging a higher installation fee to all potential customers after hooking them with the COME-ON of ONLY $150.00 installation fee.

As a final check, I contacted the Building Management, and was assured, that Time Warner is a regular supplier of telephone and cable service to the building along with [redacted] and [redacted].

In other words, Time Warner is simply, and completely MISREPRESENTING THE FACTS.

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

Sincerely,

Review: I recently discovered a $5.99 modem leasing fee on my bill, despite the fact that we never have had a modem from this company, and had our own from day 1 of moving in. My roommate (who's name is actually on the bill but no longer lives here) and I always just paid the bill, never noticing that we were being charged incorrectly. We moved in April 2011, so we have been charged incorrectly for over two and half years. I called today to have them credit my account for the roughly $209 that was billed incorrectly. When I called they said they could only issue a refund for the past 6 months because "their system didn't allow them to go back further." As that is the worst excuse I have ever heard to not refund a mistake on their end (since I think I even have the paper bills going that far back), I asked to speak to a [redacted] who said the same thing, and I then asked to speak to someone else who could review the past bills (as I can guarantee they have ALL of their records of all of their clients). She was able to talk to someone in the credits department and credit me some random amount (like $107). She then preceded to tell me it was my fault for not calling specifically to tell the company that we had our own modem and shouldn't be charged. Sure, it would have been nice if we could have caught this error sooner. But I should not be blamed or charged for not catching this company's mistake. I am a small business owner myself and know that if I make a mistake, I fix it, and thank my customer for showing me the error, not treat them like it is their fault for not catching it earlier.Desired Settlement: I would like to be credited the full amount of what I was charged incorrectly for ($209.65 plus tax). From April 2011-March 2013 for the $5.99 modem leasing fee.

Business

Response:

Based on the customer's complaint, they are disputing the following amounts: April, 2011 to April, 2012, $47.40, April, 2012 to April, 2013, $47.40, April, 2013 to March, 2014 $65.89, toal amount: $160.69. In order to verify the customer has been using a non TWC modem TWC requests customer provide copy of receipt for their modem. This will aid in the research of this matter.

Consumer

Response:

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

[Your Answer Here]

I do not have the receipt as it has been over 4 years that I have had this router, and I only keep them for 3 years at the most, particularly since they fade beyond about a year anyway. I have attached two photos of the router. I am not sure what brand you use, but the one I own is a motorola, and has no TWC marks as you can see.

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

Sincerely,

Business

Response:

It should be noted that TWC’s billing policies clearly state customers are given a window of 30 days to raise a billing dispute. In essence, TWC requests notification of any errors upon receipt of the first billing statement which documents the error. In this way the issuance of credit will not become a major dispute. Any credits issued beyond the 30 day window are done as gestures of goodwill (or settlements).

A review of the customer’s billing statements, which are attached, indicate that they were not billed a modem fee until November, 2012. Between May, 2011 and November 2012, they were not billed a modem fee. As a result they are not due credit between May, 2011 and November, 2012 and this time period is not under consideration. Credit will not be issued.

Between November, 2012 and August, 2013 fees totaling $39.50 ($3.95 X 10) were incurred for the now-disputed modem fee.

From August, 2013 to February, 2014 the customer was billed $5.99 per month for the modem fee. The billing was stopped as of February *, 2014 and a credit of $11.98 (2 months from 2/*/14 to 4/*/14) was applied. Three additional months credit (at $5.99 per month) were also applied (in goodwill). The three months would have offset fees for November, 2013. December, 2013 and January, 2014. This leaves September, 2013 and October, 2013, in dispute, for $11.98. The following amounts then, remain in dispute:

November, 2012 to August, 2013: $39.50

September/October 2013: $11.98

With the customer’s approval TWC will issue a final Goodwill credit of $51.48 to resolve the issue. Their approval is requested and the offer is open for thirty (30) days. This is TWC's final offer. We await the customer's decision.

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.

Thank you for looking into this and finding out what was improperly charged and refunding it. I wanted nothing more and nothing less, so I appreciate your diligence in this matter.

Sincerely,

Review: I have been a customer of Time Warner Cable for nearly 8 years at 2 separate residences. I've been a customer not by my own choice, but because I have not been able to shop around comparing services, reviews and prices. In the areas that I was living, Time Warner had a monopoly. Most recently, I was only using TWC's internet service and opted to go with faster speed internet so that I could stream TV/Movie content on my Roku Box. The service was slow, spotty and inconsistent. TWC explained that this was often do to peek usage times, but I found the same inconsistency at all hours of the night and day. When I asked for a service technician to come and check out my cable lines he did so to my satisfaction, but after running a speed test explained to me that the upload/download speeds I was paying for were maximums and that I would rarely be reaching those speeds. The speeds were FAR below what I was paying for and expected. When calling TWC customer service to discuss this they simply tried to sell me additional services.

When finding out that Verizon Fios service was available in my area, I immediately decided to switch to Fios and called TWC customer service for information on cancelling my service immediately. I called TWC and followed the automated prompts eventually ending up on hold waiting to talk to a customer retention person. I waited over 30 minutes before finally deciding to hang up and call again. This time I just asked to speak to a customer service person and was immediately connected. I'm quite sure forcing the customer to wait extended amounts of time to terminate services is completely planned. Frustrated customers will hang up and the service will continue.

The cable monopoly that TWC has seems to me to have reached a point where they do not feel the need to offer quality services or customer relations.Desired Settlement: I've been unhappy with their services for years, but want a refund of 6 months as a symbol of good faith and a desire to retain customer relationships.

Business

Response:

TWC regrets customer's dissatisfaction. Our records indicate customer has returned their equipment and a credit of $3.73 was issued to reduce the closing balance to zero. TWC cannot honor the customer's request for 6 months credit ($365.88) as there is record of only one repair call.

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: We have had multiple issues with Time Warner Cable. Yesterday 05/**/2014 we lost one of our four phone lines. Our Line (#2) ###-###-#### was no longer able to be used which let to calling the company to have everything reset which is wasting valuable company time. Today 05/**/2014 I came into the office to find Line (#3) ###-###-#### was not working. This time we could not resolve by trouble shooting. We are constantly calling this company to resolve service issues and they are not resolved permanently. I do not have the time to trouble shoot everyday of the week. It disrupts our business.Desired Settlement: I want this months phone charges removed from our bill due to excessive complications which still are on going.

Business

Response:

A repair call has been arranged for 5/**/14.

Review: Time Warner billed me for a modem lease fee that I did not agree to.

Time Warner billed me for a modem lease fee that I did not agree to.Desired Settlement: Remove the modem lease fee from ongoing billing and refund all applicable months of billing for the modem lease fee.

Business

Response:

On 4/**/15, [redacted] was correctly advised of the monthly lease charge for the use of Time Warner Cable’s modem equipment. While at one time there was not a stand-alone charge for Time Warner Cable modem equipment, we have instituted this charge for our equipment, whether the customer has our Internet service or Earthlink service through Time Warner Cable. Note that just as Time Warner Cable internet customers may use their own modems, so may Earthlink customers. In this way, a customer will not have to pay a modem lease charge. In either case the modems must comply with our existing list of approved modems. This list can be found on our web site at [redacted]. It is also worth noting that Time Warner Cable supports its modem equipment, and will service this equipment, as well replace it to keep pace with advances in the technology. A customer who buys his or her own modem does not have these benefits.

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 did not receive notice prior to Time Warner charging the modem lease fee. It is not sufficient that they notified me after the fact.

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

Sincerely,

Business

Response:

TWC appreciates [redacted] acceptance and has applied a credit of $32.00 which will appear on the next billing statement, to be issued **/**/15.

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: Being denied services for several days based on they claiming I have a pass due . I always pay my bill on the agreement on the third Wednesday of each month as per the agreement.Desired Settlement: I will pay them $20 additional on my calculated bill. I do not agree on paying in advanced for services I don't receive.

Business

Response:

TWC regrets the customer's dissatisfaction with the policy, however, when an account is in past due status its is TWC policy to restrict access to Pay-Per-View. TWC requests customer keep account in current status to allow access to Pay Per View.

Review: time warner cable, bills customer month in advance a paid time warner cable $201.44 on 8/**/2014 I discontinue service on 9/*/2014 for poor service computer no dail out, telephone break up on calling

Business

Response:

On 10/*/14 customer visited the TWC [redacted] walk in location. The representative apologized and issued a credit of $40.00 to the account. Customer then paid $338.66 to bring balance to zero.

Review: I contacted them about my wifi being out for over a week, I spent two hours on the phone with two service techs. After two hours I was told that my equipment is faulty and need to go change it out costing me time off from work and the inconveience of disrupted service. This is unacceptableDesired Settlement: I want half my balance cleared and for them to come out and exchange the equipment on my time, not theirs.

Business

Response:

On 4/**/16 [redacted] reviewed account with the customer and offered to stay in touch.

Review: Connectivity issues with Internet service. TWC has sent out multiple crews, none of which have been informed about the existing problem, or shown up without appropriate equipment (ladders etc.) to handle call. They have missed several appointments, and their customer service line has attempted to "upsell" me during service calls. The situation has gone to tier 3 and to customer relations and still no resolution. They have already refunded 6 weeks of fees to me, but this is not the point. A Home office without a reliable connection is just a room with a computer in it.Desired Settlement: Service free of intermittent connectivity interruptions (which generally happens at least once a day).

Business

Response:

I APOLOGIZED FOR THE ONGOING DIFFICULTY, LOSS OF SERVICE (AND

MULTIPLE APPOINTMENTS). SERVICES ARE CURRENTLY WORKING. I

ISSUED A SECOND MONTH OF CREDIT ($64.51) AND OFFERED FUTURE

ASSISTANCE.