Time Warner Cable's New York City Region

Review: Several months ago I was visiting the Time Warner Cable Office in [redacted] to exchange equipment. The customer service rep solicited to me to upgrade to a triple play package...cable, Internet and telephone, from only cable and Internet. As part of her enticement she advised that I would receive a $100 gift card toward a Dell computer she explained the card would come after two billing cycles. When it did not come, I contacted Time Warner customer service who advised to check again in a few weeks. I called this past Thursday and the customer service rep issued a "ticket" to determine why I had not rec'd the gift card. Last night I rec'd a call stating that after investigation, the upgraded services I obtained after the sales pitch from the [redacted] customer service rep did not qualify. After protracted discussion with the individual who called, and after explaining the false presences, and that fact that either the first two reps lied to me or the current caller was lying, he was unmoving and stated that his rep must have misunderstood the offer. I explained that I was very clear with her to ensure there was no mistake and that my upgrade from my then current service level, would qualify. He insisted there was nothing he could do about it, despite an obvious fraud in the inducement. I then explained would file complaints with the NY attorney general (I did, last night) and with the Revdex.com alleging bait and switch. The rep refused to allow me to speak with his supervisor. As an aside, I am an attorney licensed to practice law in NY, so I am aware of the consumer fraud statutes.

In the remainder of the complaint I reference August * as the date I upgraded my service but I do not recall the exact date and it is likely another date during the summer2014. TWC would have my record, including the name of the rep who upgraded me and the manager who called me yesterday.Desired Settlement: I would like the $100 Dell gift card I was promised by the customer service rep in the [redacted] office. If that is not possible, I would accept a $100 credit on my next Time Warner cable invoice.

Business

Response:

Customer was not eligible for the offer as there is no offer to go from a Double Play package to a Triple Play package, at this time.

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 response simply states that there is no such offer at this time...but that is not the complaint as the customer service rep did in fact assure me that the offer was available at the time of my upgrade. There was an offer of a Dell computer which she explained I did not qualify for by moving from double to triple play. Instead, she said, I qualified for a $100 Dell gift certificate and that I had to wait two billing cycles for it to arrive. I called after one billing cycle and was told by another customer service rep to give it another month. Then, when I called after a second month, a "ticket" was opened to find out what happened. It was only then that a Time Warner rep called me to say I did not qualify for the $100 Dell certificate. Obviously they enticed me to upgrade by fraudulent inducement. Their answer is non-responsive.

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

Sincerely,

Business

Response:

[redacted] of the Time Warner Cable Agency Response Team spoke with [redacted] in response to the complaint he filed with the Revdex.com. With reference to the $100.00 gift card at issue in this matter, [redacted] advised him she would apply $100.00, the dollar equivalent of the gift card, in lieu of the card, and in resolution of this matter. [redacted] accepted her offer; he is satisfied and considers this matter 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: We signed up with Time warner business class Internet service on 3/2013 speeds 15 x 2. We were promised 24/7 tech support and no down time by the sales rep. Business class internet should never go down because that's the life line of any business. The phones, internet, medical devices all utilize internet. Unfortunately, for the past 18 months the service has gone down regularly at least twice a month. Every time we call technical support, there's a long wait time and excuses for why it doesn't work. In the mean time we are losing revenue and our patients are not getting appropriate services. Finally we reached a decision to cancel this unacceptable "business" internet service. The agent told us there's still 3 years on the contract. We cannot just pay a $175 cancellation fee. We would have to pay for the entire terms of the contract which is over $3,000 just to cancel the service. Upon further review I discovered a contract signature that was forged in 8/2014 that increased our contract length and payment amounts. The sales rep whose name is on the contract no longer works for the company.Desired Settlement: I want the service cancelled ASAP. I'm willing to pay the $175 contract cancellation fee.

Business

Response:

Attempts to reach [redacted] have been unsuccessful. Messages have been left with his office asking that he return our calls.

Thank you.

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:

That's not true [redacted]. You called me yesterday morning and left a message. I called you back within 2 minutes and tried 3 separate times to return your phone call. There was no answer.

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 find that this resolution is satisfactory to me and the matter has been resolved.

TWC has agreed to let me out of the contract. The issue has been resolved. Thank you

Sincerely,

Review: Time Warner has the worst customer service I have ever encountered.

I simply wanted to talk to a representative that I wanted to extend my promotion for HBO and Cinemax and see how I can lower my prices since Time Warner has outrageously high prices for their services.

I was transferred 5 times and no representative wanted to help. They just kept saying they can't do anything. Then I got frustrated and decided to cancel my service. The representative picked up my call and said wait a minute then hung up.

I called again to cancel and I was put on hold for 20 min then I hung up out of frustration from waiting so long.

I called back and then a customer rep finally picked up and I said I do not want to be charged for HBO and Cinemax next month as I'm canceling my service once I'm actually able to get a rep from the department on but too no avail. She said that the promotion is automoatic billing and she can't help and literally hung up while I was about to speak.

Honestly, what customer service routine are they following.

All in all, I just wanted my HBO and Cinemax promotion extended and finding a way to lower my prices. But since this company is just horrible, I would like to cancel.

I'm willing to keep my service if they learn how to value their customersDesired Settlement: I would like complimentary service and reduced rates for their lack of customer service skills and general disregard for people's time.

That is why Time warner is ranked last in all customer service between the major cable companies.

Business

Response:

On 8/*/14 a follow up email was sent after contact by phone could not be done.

Rates have been reduced, customer has received a statement in confirmation.

Review: TO: [redacted]

[redacted] and [redacted] of Time Warner Cable

Time Warner, Inc. [redacted] And, [redacted] From: [redacted]

Account Number: [redacted]

Date: December **, 2014

Re: INTERRUPTED TELEPHONE SERVICE TO ###-###-####

I spent 14 days in the Intensive Care Unit at [redacted] of Brooklyn; December * to December **, 2014.

I am writing to vent a complaint about my disruptive, telephone service that has been ongoing for more than a year. In fact there are about 7 documented calls made this month of December.

Any time I made or received calls, the line would die. Trouble shooting and changing modems or routers did not help. I NEVER WORRIED ABOUT THE PROBLEM. When there was no solution to the problem, I called to cancel the telephone portion from my triple service account and was told if I did, I would end up paying more than $50.00 extra because I had upgraded to get better internet and cable service, which also gave me premium movie channels; HBO, Cinemax, etc.

I woke up Monday morning at about 10:00 am, December *, 2014, and experienced troubling symptoms. I managed with the Lord’s help to get to my kitchen phone. When I tried to dial 911, twice, the phone did not work. Before passing out, I managed to rouse my son who came to my aid. He dialed 911 and got no response because the phone was still dead. He kept trying, and on the 4th call he managed to reach 911. To be sure, he dialed again, and got a response. My son, my hero, administered CPR until EMS arrived.

I intend to get the message out by our wonderful social media, to not get the Time Warner triple which includes phone service, because even though it is a landline phone, you will be putting your life in danger if you try to get 911 and there is a dead phone.

MY SON HAS ORDERED A [redacted] THAT WILL ENSURE THAT I CAN GET IMMEDIATE HELP WHEN NEEDED.

You can raise my rates or do what you have to do, but, the phone system that was supposed to give me peace of mind did not work. Hopefully, other systems such as [redacted] will be offered. I do thank you for the many years I had excellent service.

I wish all of you a Happy New Year. I hope you never have to experience panic, anxiety and loss of hope for yourselves and your families. [redacted]Desired Settlement: CORRECT LANDLINE TELEPHONE SERVICE. NO DIAL TONE MEANS NO HELP WILL ARRIVE IF YOU ARE A SENIOR CITIZEN WHO LIVES ALONE.

Business

Response:

TWC apologizes for the difficulty and regrets the circumstances described by the customer. It is always TWC's intention to provide consistent and reliable services and situations such as those described run counter to that. Customer has removed TWC phone service.

Review: I switched to TimeWarner in 1997. I was promised by the advertisement & the salesman of "TRIPLE PLAY" which included "Internet, phone & TV" for $99.99 a month. TimeWarner charged my bank account about $118 to $123 monthly for a few months. When I inquired about the extra charges, they claimed that it was "Taxes & Other Applicable State & federal fees", & they have no control over that.

Months later, I noticed that my bank account was being charged $144.67. When I inquired about the additional increase, they claimed that it was the increase of "Taxes & Other Applicable State & federal fees", & they have no control over that. That went on for a while. For a great period of time, I noticed a fluctuation of the billing ranging from $160.00 to $176.00 that went on for years. Again, when I inquired about it, I got the same songs and dances...There was an increase in "Taxes & Other Applicable State & federal fees", & they have no control over that.

Meanwhile, the same basic service is being advertised for $69.99 far less than my supposingly original price of $99.99.

I spoke with several people. Their names are [redacted], [redacted], [redacted]. After months, I finally got to speak with [redacted]. His name is [redacted] @ ###-###-####. The call took place on July [redacted], 2014. He threatened me and he claimed that was his last day in that position-he got promoted. He claimed that his replacement, [redacted], would call me to solve my problem. To my surprise, [redacted] never calls.

After my last complaint to TimerWarner back July, they made a one-time billing adjusment. For that month of July, TimeWarner billed me $82.35. That wawas it. They reduced my bill for one month & they closed my case. After that they resumed their fluctuating billing amount. I complained again & I keep hearing the same thing over and over..."Taxes & Other Applicable State & federal fees", & they have no control over that.

I certainly hope Revdex.com can help me.Desired Settlement: First, I want Timewarner to give me retro-active refund for all the inappropriate overcharges over the years.

Next, I want Timewarner to extend to me the same service for the current rate of $69.99 permanently.

Last, I want Timewarner to alert me of any service and or rate or increase in "Taxes & Other Applicable State & federal fees" changes.

If Timewarner want to contact me, I would like a direct person of authority to call_not a machine or stay on line for 55 minutes before I can be transtered and gotten yelled at numerous and then got hung upon. Revdex.com, please help me.

Business

Response:

On 10/**/14 [redacted] apologized, noted rates offered are discounted, however, discounts are not permanent. Customer hung up.

Review: When I signed up with Time Warner Cable 16 days ago, they offered a $150 Visa gift card for switching from another company (RCN in this case). After I signed up, they told me that they would send me a code via snail mail that I would receive within two weeks. I would then go to a website and enter the code and also scan over a copy of my RCN bill to receive the $150 gift card. They told me I had 30 days from when I signed up to complete these tasks or I would not receive the gift card.

Having had bad experiences with cable companies in the past (and smelling a rat), I asked them to provide me with the code over the phone right away or at least expedite sending the code via express mail or email. They refused to do any of the above, promising me that I would receive the code within two weeks. They also told me that if I didn't receive the code in two weeks, I could go on the rewards website (twcbetterreward.com) and click "Forgot Your Redemption Code?" -- if I entered my account info, I could get the redemption code that way.

So it's now been 16 days. I haven't received the code by mail, and when I go to the site and enter my account info, it says that it doesn't recognize me -- so no code to be found. Whenever, I call Time Warner, I'm put on hold for 15-20 minutes plus and then get some customer service rep who is completely unhelpful and can offer no solution besides waiting longer. Also, the Time Warner online chat function doesn't support the two most recent version of Internet Explorer (10 & 11), so I can't contact them that way. And they don't offer the ability to contact them over email.

It's obvious this is a ploy to keep me from getting my gift card. They won't provide the code and then will say I didn't complete the redemption process within 30 days. I need your help. I'd also appreciate it if you could see whether this is a widespread practice on their part.Desired Settlement: I'd like to get the redemption code I've been promised. And I want to make sure Time Warner doesn't claim that I missed the deadline because of their refusal to provide me with the code so far.

Business

Response:

On 2/**/14 a CSR advised customer of TWC policies on the gift cards . Customer undestood he will be receiving the letter.

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:

Time Warner did indeed email me a code on the [redacted] of February. However, I followed the link provided and the code did not work. I called Time Warner and the associate I spoke with tried as well, exhausting numerous troubleshooting options but with no luck either.

The associate told me that someone would call me in the next week to discuss next steps, but had no answers as to what was going on besides the fact the redemption process and site were defective.

I still have no confidence that I will receive my gift card and do not want to close my complaint.

Sincerely,

Business

Response:

TWC has opened an internal investigation in this matter.

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.

Review: Since last year, with both residential and business I have had technicians come to my apartment over 30 times, called over a hundred and I still have horrible service.

I have lost over $15,000 because my clients are over the phone and my phone drops, I can't call them back and then they talk to another Life Coach I had to deal with business blaming residential blaming business. I nearly lost my job. Now I am once again dealing with horrible service and no one is taking responsibility. I am also once again losing money. I want my service improved and I want compensation for the money I have lost. Also, business was supposed to refund around $400 and they never did.Desired Settlement: I want a refund and repair service. Thanks

Business

Response:

[redacted] SPOKE WITH [redacted] IN FOLLOW-UP OF THIS MATTER AND [redacted] CONFIRMED WITH [redacted] THAT HER DIGITAL PHONE AND INTERNET SERVICE WAS NOW WORKING TO HER SATISFACTION. IN ADDITION, [redacted] OFFERED TO APPLY A COURTESY CREDIT OF $177.46 (2 MONTHS OF DIGITAL PHONE AND INTERNET SERVICE) TO [redacted]'S ACCOUT. [redacted] ACCEPTED [redacted]'S OFFER BRINGING THIS MATTER TO FULL RESOLUTION.

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]

Business class still needs to refund money. Phone is still having issues. I might be forced to cancel phone service with TWC all together. I have lost 15k+ in business since problems last year. While it's nice she offered 2 months of service, it's not nearly what I lost and I did not agree when she credited me that everything was resolved with the money lost with my work.

Of course if I lost 15k+, I'm not going to be satisfied with a credit of around $150 dollars. That's like 1% being returned to me.

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

Sincerely,

Review: I have opened 2 accounts in June of this year for the Triple Play Plan plus a Premium Chanel for $89 plus taxes, adding up to a total of $100/month. I was told I would not be charged for any of the equipments. My account with phone number ###-###-#### is being billed correctly, but my account with the phone number ###-###-#### is completely incorrect. I have been in touch with a Supervisor from the Retention Department in South Carolina, since June, and the issue is still not solved. I have been paying meanwhile $100 for each account, in order to be up to date with my responsibilities. I have spend close to 80 hours on the phone with Time Warner Cable, and this matter still has not been solved. Furthermore, I was promised and it's also advertised on TV, that when transferring phone and internet service from another company to Time Warner Cable, therefore having the Triple Play Plan, one would receive a $300 Gift Card, in my case it will be $600, because I have switched from [redacted] to both my Time Warner Accounts. As of today I still have not received those Gift Cards, which were also promised to me directly by the Supervisors of Time Warner Cable.Desired Settlement: I want the bill corrected accordingly in my second account, receive the $600 Gift Cards, and compensation for the hours I have spend on the phone with Time Warner cable representatives.

Business

Response:

PER [redacted]: SPOKE WITH CUSTOMER IN RESPONSE TO HIS BILLING CONCERNS FILED WITH THE Revdex.com, HE WAS ADVISED ELIGABILITY OF GIFT CARD HAS TO BE 90 DAYS OF MAKING ON TIME PYMTS TO BOTH ACCOUNTS([redacted]) APT [redacted] WHICH HASN'T EXPIRED UNTIL THE END OF SEPTEMBER,HE IS SATISFIED AND CONSIDERS THIS MATTER RESOLVED.

Business

Response:

An adjustment of $214.34 has been applied, the remaining balance due is $29.19. New rates are correct as agreed.

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 I signed up with this company for services just about a year and a half ago, I was never told that the pricing (that was such a good deal I was assured!) would expire after a year. When a year later the price increased twenty dollars a month, I called in a panic. They explained coldly that I was under a promotion that expired after a year and that I was now under a new promotion for 12 months. Now only seven months later, my bill has increased another 20 dollars. Increasing my bill per month 40 dollars more than I signed up for in 2012, and nearly 500 extra dollars a year I never expected. I spent 48 hours, and talked to at least 5 different representatives at the company to try resolve this issue. Each one told me a different answer. They tried to give me new 'promotions' none of which got me to the price I was promised for these 12 months. Finally a very nice sales representative agreed that the increase was incorrect and put in to have the finance department call me to rectify the issue. The call never came. I called back was transferred among many departments and up the chain of supervisors. The final person I spoke to supposedly had the most authority, but by far was the most unapologetic, unaccommodating and insulting person I've delt with. His answer was essentially that they have the right to charge what they want and it will not be reduced. He said that there was a promotion over one small part of my bill which had ended (a promotion that I was unaware of) and that it was not in fact good for 12 months with the rest of my bill. He explained that essentially the other sales people I spoke to were wrong, he was right, and that nothing could be done. In addition to all this, he was cold, condescending, and offered no consolation for all I had gone through. There was no notice of any of these prices being promotions or when they would end. I signed up with one price in mind, and less then two years I'm being charged completely different prices. I now am supposed to continue with my services understanding my fees might change at any moment, without notice (except the bill, which he said is given to me soon enough to be notice) and without explanation. This is a disgusting practice and I'm ashamed that I have no choice but to continue with this company.Desired Settlement: I believe that when I was told in August 2013 that my bill would remain constant for 12 months, that a reasonably prudent person would rely on that sales person's assurances and that the contract should be enforceable. As such, Time Warner's own financial responsibility's section of the Subscriber agreement (1)(b) indicates that during a promotion period the price of services cannot change. I would like my bill returned to the price I was changed and guaranteed August 2013-August 2014 with a refund of the excess taken. An apology would also be appreciated.

Business

Response:

Voice mail messages were left on 4/**/14, 4/**/14 and 4/**/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:

[Your Answer Here]

The first and last voicemails were promptly responded to. The middle voicemail was a courtesy call informing me that I would be receiving a call at a future date and did not require a response. Last return call was made to the business on 4/[redacted]. No response has been received. This matter is ongoing and though the delay is due to different schedules, the matter has yet to be resolved I would still be available for contact if the business desires.

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

Sincerely,

Business

Response:

On 4/**/14 [redacted] notes a conversation during which a credit of $120.00 was offered in goodwill ($20.00 X 6 months). The offer was accepted at the time.

Review: I called TWC to remove my cable service and just keep internet. They are advertising online a $44.99/month price for "Ultimate 100" (I properly entered my zip code ([redacted]) to make sure it was applicable to my zone).

Here is a link to the advertised price. I also have a printout of the webpage. [redacted] I called with a simple request, i.e. to remove my cable and get this "Ultimate 100" internet at $44.99/month. I was transferred and put on hold various times and the attendants would not agree to remove my cable and honor this price as they "don't see that promotion on their system" (and instead were quoting me a price at least double that $44.99/month price - which is more than I currently pay for that same internet AND cable). When I ask to speak to a supervisor, they transfer me back to the main line (which resets the whole process). This happened twice in the span of an hour.

Clearly, they are trying to discourage subscribers to drop cable service/downgrade. I am highly concerned that this "tactic" is somewhat institutionalized to result in customers "giving up". I think that they have to be breaking some kind of law here and it seems like the Revdex.com is the only one that can take this up.

PLEASE help here. I don't know what else to do.

Best regards.Desired Settlement: I simply want to 1. cancel my cable subscription and 2. pay $44.99/month for "Ultimate 100" internet (100 mbs download speed and 10 mbs upload speed), as advertised. Nothing more, nothing less.

Business

Response:

On 12/*/14 [redacted] apologized for the error and difficulty. Account has been corrected and credited. December **, 2014 statement will reflect correct rates and credit.

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,

On April 2014, I was surprised to receive my monthly cable and internet bill had gone up from at average of $145 to $181.59. I received no warning or notice from Time Warner regarding any changes in fees or billing. I spoke to an online representative through their live chat feature and I was told that I had been given a promotional rate a year earlier and that rate has now expired. While it's true that I was given a reduced rate in the previous year - it was in response to poor service I was receiving on my internet connection. I was enrolled in an online course and had missed significant online time while attending my virtual class. I protested that I had been paying their higher rates for poorer service. I was told that my cable and internet weren't "bundled" and that's why I was paying more. They switched out my cable box, convinced me to rent their modem, and received a small upgrade on my services. I was given the impression this was to compensate for my internet connection troubles. I was not told that the new reduced monthly rate they had given me had an expiration date.
The online representative was able to adjust my bill to my previous rate after explaining the above to him. However, I was told I would have to call the following month, in order to get the rate again. I called and had spoken to several customer services reps about my billing. One had eventually offered me my old rate and was told that the change would be reflected in 24-48 hours on my online account. Several days later, it still had not been adjusted. I called yet again and had to explain yet again the problem with my bill and the conversations I have had with various TWC reps. I was then offered my old rate (an average of $145 per month including taxes and fees) after agreeing to switch out my cable box for an upgraded model, which required a technician visit. I was told again that my bill would be reflected for correct amount 24-48 hours later. I confirmed again that the rate should already include taxes and fees, and likewise confirmed that it would be the same amount billed monthly for an entire year. Several days later, I log in to my account to pay my bill (which is now overdue by a month because I refused to pay until they correctly adjusted to the agreed upon rate) and not only has the bill not been adjusted to the reduced promo rate ---it had increased by as much as $48 ($193.03 to be exact). I spoke to two more people who looked into my account and promised that they have made changes and I should the correct amount in 24 hours. Two days later, I log on to find that my current bill had gone up to $203. I called again in frustration and spoke to a representative and eventually had asked to speak to a supervisor. Both of them were quite unhelpful and refused to acknowledge the rate that I was quoted saying "they don't see that in my account". What they see is that my monthly rate is $149.99 PLUS taxes and fees. They claim to not have any promo rate as I was quoted only less than two weeks ago. In addition, they failed to sufficiently explain my bill going up $203 from $193 after I called to get it corrected. The supervisor was quite dismissive in her attitude and refused to make any effort at a resolution, even though she claimed to have the same authority as the supervisor who originally approved my promo rate. I requested for the call that I had on June [redacted] to be reviewed. She claimed to have made that request on my behalf and offered to have the agent/representative I spoke to that day, give me a call - but when pressed, she gave no indication as what this agent would be calling me about - whether it was to just repeat the same scripted excuses, or to actually offer a resolution.
I am still waiting for the call. In the meantime, I have gone online and have read several customer accounts of their horrible experiences re: TWC's shady billing and pricing practices. They are eerily similar to mine. I have been their customer for about 9-10 years, and feel absolutely victimised.

I have just moved to [redacted]. The only internet service provider for my building is Time Warner Cable (TWC). The owner of the building told me that he has a deal with TWC to provide new tenants with one month free service. He gave me the name and number of a TWC representative to call. However, I decided to call TWC's main number directly, just to check. When I did this, they offered to sign me up immediately, and to include a $300 dollar gift card. Since the gift card was worth more than one month's service, I accepted that. This offer was, apparently, a lie.
I gave my credit card number to this representative in late May, and asked him to set up the service on June * 2015. Over the weekend prior to that, I received a message saying there was a problem. When I called, a representative told me that the former tenant had not yet closed his account. I contacted my building Super, who contacted the former tenant -- who claimed that he had called TWC a week earlier and asked them to cancel his service effective May **.
TWC canceled the scheduled June * installation. However, by June * they had discovered in their records that the former tenant HAD canceled his service. My installation was rescheduled for June *. When the installer came, he told me that he could do nothing until I paid. So I called Time Warner Cable again, and gave them my credit card number again (I have checked with bank; I was not charged twice). On June *, the rep assured me that I would still get the $300 dollar gift card.
On June **, I called TWC to inform them that I had not yet received the gift card. On that day, the representative told me that TWC had no record of such an offer, and that they could not include such a gift card with my package. I told the him that I had given up one month free service in order to accept the gift card. He took it to his supervisor, but came back to tell me there was nothing he could do.
So I was lied to. I told TWC that I would file a complaint with the Revdex.com. Unfortunately, Time Warner Cable is the ONLY internet service provider for my building, so I have no choice but to keep their service.

Review: One month ago I called Time Warner because my internet was constantly losing connectivity. I was told that the modem needed to be replaced but the earliest a technician would be able to fit me in to their schedule was in 5 days time. I explained to them that I needed this resolved sooner because I work from my home and without my internet I am unable to complete my job. A week later when the technician finally arrives he tells me that the issue is with Time Warner's cables outside on the street but he is unable to resolve the problem so another technician will be coming the following day. It is now 4 weeks later and the problem is unresolved. My internet cuts out approximately once every 2-3 minutes and it is greatly affecting my ability to compete my job! I need my internet repaired immediately this is a service that I am paying for.Desired Settlement: My internet repaired immediately and a reimbursement for the last 30 days of interrupted service.

Business

Response:

On 2/**/14 [redacted] was unable to reach customer by phone. A contact letter was sent. To date there has been no reply.

Consumer

Response:

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

Review: I was a [redacted] customer before the switch to Time Warner a month ago. And the bill that I paid to [redacted] was approx. $146. So I decided top switch to Time warner because of the promise that I was going to get a better rate. For one year and I wont be charged for installation fees and activation fees. I felt deceived when I received the first bill. which was for $297.. I spoke to some agents named [redacted] on 8/**/14, she was able to deduct some amount and was supposed to call another deptment so they can remove the charges for the set top box and additional set top and the dvr service fee, but she's suppose to return the call but never did. [redacted] on the other hand (whom I spoke to, did the best he can and did a good job) but still there's just certain things that he's not able to do but he tried to transfer me to to right dept. I short the first bill came out to bill still Higher than $146. Many times I was told to pay the full amount first for $297 then the next bill would be lower. Who in the right mind would switch to another company to pay double the amount unless she was completely deceived.Desired Settlement: I want to receive as promised the same triple play service, with the same number of ch[redacted]els, same internet speed and same phone service with total amount significantly lower amount than what I was paying to [redacted]. starting with the first bill.

Business

Response:

[redacted] left a voice mail message in reply noting the issuance of credits totaling $130.94 to offset all installation fees.

Consumer

Response:

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

I have tried to speak to different agents from this business, and I just ended up feeling frustrated because all of them gave me different balances that I have to pay. most of them made a promise to help me resolve this matter, but nothing happened, except for one person, but he was not allowed to do much. It seemed like I had just wasted my time. And when I tried to check my bill on the Time Warner website its still way over what I have anticipated. as a customer, I would like to receive a written bill especially from time warner to be sent to yours truly but through Revdex.com. To Revdex.com thank you so much for the time and the effort in helping me get through to these business. At least this way I would know which one is the true bill.

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

Sincerely,

Business

Response:

On 9/*/14 [redacted] left a voice mail message confirming rates and credit issued. The attached bill was sent 9/*/14, credits exceeding $270 were issued and the monthly rates are also listed. Customer will receive this in the mail in the next few days.

Review: Company forced me as a customer into a lease that I did not agree to, according to their on-site dispatched representative. When trying to cancel the service I was told that I would have to pay the entire fee of service, even though it is not used. In addition, I would have to pay the entire cost of the "leased" device, a cable modem, even though I had been paying down the lease for over 1 year. Moreover, that cost is $90 for a device that retails for a fraction of that price. These are unacceptable business practices.Desired Settlement: I'd appreciate either a refund or at least for compared to what has already been paid down, and an apology for unscrupulous business practices.

Business

Response:

ON 8/**/14 [redacted] SENT AN E-MAIL TO THE CUSTOMER ADVISING HIM THAT HIS INTERNET SERVICES WERE DISCONNECTED AND HIS BALANCE IS ZERO, HE WAS FURTHER ADVISED TO RETURN THE MODEM, BELONGING TO TWC.

Review: We have month to month cable tv account with Time Warner Business class and from the start it has been disaster. On Monday, Sept [redacted] I called the business class division to add Cinemax and swap our cable box for a DVR box. I was told that the services will be delivered and installed in 1-2 business days. The next day I received an email stating that the services will be completed on Monday, Sept [redacted]. I immediately called our account rep to see if there was anyway for at least the Cinemax to be turned on. I was told no and nothing else. I have left emails, voicemails and reached out to other reps about how the matter could be resolved. Unfortunately, I was only transferred from Dept to Dept with no help. It was insulting, each time a new rep would ask me the very same questions the last one did. When I asked for someone in Custimer Service, I was told there is no Customer Service. I am currently looking into otter service providers being that Time Warner has no interest in helping me.Desired Settlement: I do not want to pay for the upgrade to Cinemax, the DVR box or the installation.

Business

Response:

On 9/**/14 a call was arranged and completed on 9/**/14.

Consumer

Response:

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

Sincerely,

Review: Several months ago a TWC salesperson approached me regarding subscribing to TWC. I expressed interest in their internet service, but the salesperson persuaded me to get the "bundle" package which included cable, internet and phone service because there was a promotion where TWC would give you a Samsung tablet if you had that bundle for at least three months. I signed up for bundle but never received my tablet because I was told in order to receive the tablet the subscribers account had to be in good standing and my account was a few days delinquent. I was never told of this condition and was only told about it when I called their offices to inquire as to why I had not received my tablet. After several phone calls trying to resolve the issue, I was told a dispute resolution department would be calling me in 5 business days, that was seven business days ago and I still have not received this call.Desired Settlement: I would like my tablet or a refund for the time I have had this bundle service without receiving the tablet, since all I wanted was the internet service to begin with.

Business

Response:

On 8/**/14 customer accepted a credit of $100.00 to his cable account to address and resolve the issue. The credit was applied.

Review: Our Canon PIXMA MX882 wireless printer will not connect to Time Warner Cable's internet system (everything else works fine) - we have called several times and the Time Warner Cable technical support would not solve the problem - they told us to call the Canon customer service folks - so we did, and in discussions with the Canon technical support folks they told us that the printer needed a 2.4Ghz signal from the Time Warner Cable supplied router (a Ubee eMTA D3 modem/router) and to let the Time Warner Cable technical support folks know that and ask them to bridge the signal -

So we called the Time Warner Cable technical support folks again and this time they couldn't help us either and they told us to get "the ID address of the printer" from the Canon Technical Support folks - and here we are, on yet another phone call trying to get more information for the Time Warner Technical Support staff in order for them to actually provide technical support -Desired Settlement: we want Time Warner Cable Technical Support to call Canon Technical Support directly and solve the problem

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 initially signed up for time warner cable and internet. There was an offer for standard internet and preferred tv package which would include HBO. They refused to honor this promotion. I decided to cancel my cable and just use internet and instead wanted to take advantage of a promotion for ultimate internet access which included a promotion for a free dell 2 in 1 inspiron PC tablet. Multiple time warner employees both on the phone and in person said that I would be able to take advantage of promotional deals as a new customer seeing as my service is hardly a week old, however when I tried to take advantage of this offer, my request was refused. Time warner has twice failed to live up to their advertised promotions in my case and generally have not been helpful in resolving this issue. I have spent several hours of my personal time on the phone on multiple occasions trying to sort out issues with them and they have not been responsive.Desired Settlement: I would like them to honor the original advertised promotion of a free dell 2 in 1 tablet PC to accompany my new internet service with them.

Business

Response:

On 7/**/14 customer accepted an account credit of $200.00 as TWC has run out of tablets.

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 spotty service for a few months with no solution in sight.

We are also FORCED to use them as there isn't anything else available in the area besides slow [redacted] - which we also have.Desired Settlement: To get our money back for the service that has not been stable [9/**/2014] and to get a connection that doesn't drop for hours each day.

Business

Response:

A credit of $103.19 has been issued, at this time TWC has verified services are working well.