WILLIAMSBURG, KENTUCKY -- I had internet service with Time Warner for 12 years without a single late payment and when I moved they sent me a bill for not returning a modem. I called them and they gave me an exact address to send the modem so it wouldn't get lost because according to person I spoke with the equipment gets lost all the time. I sent it in and had confirmation via tracking # that they had received only to continue getting bills. I spent hours and hours on the phone with their billing department, speaking to supervisors of all levels. They kept telling me that it must be lost somewhere because they never got it and to not worry it will show up.
4 months later they sent me to a collection agency. I called them for the eighth time and they all the sudden can't do anything about resulting in me having to pay the $65 for the missing modem that I have confirmation that they received. Basically no matter what kind of customer you are they are not willing to help you out even when you have proof they received their equipment. Never will I use Time Warner again.
COVINGTON, KENTUCKY -- After several years with Time Warner and the hassle of calling them every year to fight over the 50% increase in my monthly bill (according to them it was not an increase, just a loss of my discount) 100% I finally switched providers. I managed my account 100% online with eBill as they request. I also used autopay. The minute I canceled my service they disabled my online account access. This is the only company I know that does this.
I now have no access to my historic account information.I can't see my historic bills anymore or manage my autopay/bill pay for my last bill. Everyone knows the history of poor customer service with Time Warner but when I turned in my equipment I had to deal with long lines that took me forever just to return my equipment. Then I find out I can no longer access my historic data or remove my billpay information for my own peace of mind). I had to wait for a significant amount of time on the phone to determine what my final bill is.
AUSTIN, TEXAS -- There isn't enough space to accurately describe all the problems, broken promises, outages, horrible service, hours on the phone and wasted money I have spent on Time Warner cable. I have been a customer for 14 years... don't let the amount of time I was a customer fool you into thinking it was because I liked the service. I did it out of convenience - I didn't want to lose my email (I had it for a very long time), I also didn't want to have to pay a down deposit for installation with another company.
Time Warner cable has never been a company that is known for their reliable and trustworthy product. For me, making a weekly (or often more) call a week to technical support was not a rare event. Eventually I realized that not only was their product not very good - but either was their customer service. It is expected when calling Time Warner cable that you will speak to someone different every time that will will tell you something different than the person that you had talked to before, that will talk to you as if you have no idea what you are talking about (even if you are repeating what the representative you talked to before said), that no one ever documents things - ever and they can pull recorded phone calls if you make a big enough stink, but will not hold anyone accountable for what they promise or say.
I am a divorced mom of four and on a big budget, so all I get now is the Internet - because I am getting my Bachelors degree online. It is crucial that I have reliable Internet - and while Time Warner is anything but reliable, the fixes had always been quick and easy (no matter how frequent and tedious). Although, recently there was an outage that did not quickly come back up. The outage of course occurred during my finals week, and my grades greatly depended on having internet service.
I called Time Warner and the soonest they could get someone out to fix it was a week... which made it impossible for me to be able to finish my class online. In addition once they finally did make it out to fix it they found that I was getting a speed of only 5... not the 100 I was paying for (I was paying $72 for a speed of 5 - and had been for over 6 months). It amazes me it took them that long to figure that out since I called weekly (or more) to complain. Not to mention that I don't have money to throw away on a service I am not getting. They did end up getting me a discount - which helped a little, but didn't improve the product or the service.
The last straw was a few weeks ago when I went to sign on to my email account (like I have for 14 years) and I was told that my email or password was incorrect. After many attempts I decided to reset my password - maybe there was a chance I had forgotten it. However, when I reset the password, I was told that the email didn't exist. I called Time Warner and spent almost 3 hours on the phone being transferred from one tech to another (I literally spent almost all my monthly minutes on hold). After being told my email didn't exist by everyone I talked to... a tech went ahead and set it back up.
They were able to use my pre-existing email address - however EVERYTHING in my email account was gone (my bankruptcy & divorce emails, school papers from my kids, pictures, my school paperwork, all my email addresses... you name it, it was gone!). It took them several days of going back and forth to determine that they were unable to retrieve any of my information because they had some how deleted my entire email account from their database/servers.
I was furious, I couldn't understand how this would happen... not to mention all the people I talked to acted like it wasn't a good deal, and no one knew how it had happened. I ended up speaking to a manager who gave me 2 months free service... which sort of- eased a little bit of the pain of losing everything. I figured this would help give me time to look for another service provider.
Of course the next month I received a bill and upon calling Time Warner's wonderful customer service department they informed me that it wasn't documented that I was supposed to get 2 months free, but only one. They are in the process of pulling the calls again, and I am finally in the process of dumping Time Warner for good.
If you want a reliable product, fast internet, honest, quick and helpful customer service... Time Warner is not the place for you. However, if you want broken promises, dishonest reps, poor service, expensive prices, an email that can automatically disappear at any given time and an overall feeling of being taken advantage of... they will be the perfect match!
DALLAS, TEXAS -- I'm going to detail out the experiences I've had cancelling TWC's service, because the amount of time I've had to spend ensuring the job is getting done by TWC has been absolutely unacceptable. The reason I cancelled is because I was moving to an area that had Verizon, which I feel is a better service as far as technology goes.
I called a week or two before my move date of 9/24 to schedule my service to be disconnected (trying to be proactive). I was very clear with the representative that I needed the service all the way through 9/24. The representative assured me that the service would be disconnected on 9/24. Great, I wouldn't expect to have to call again at all after this. Just receive the final bill with charges through 9/24, and then turn in my equipment and done. Not quite.
On 9/19, my service was disconnected early (physically unplugged). I called to have it corrected and had to wait until the following day for a tech to come reconnect it. I asked to speak to a manager, and was told that he would call me within 30 minutes of my call with the rep, and I never got a call. One of my biggest peeves is when a company says they'll call me to resolve my issue, then doesn't call. This is embarrassing since it was even a manager.
I need internet because I work from home, so this was quite an inconvenience. It was then disconnected early again on 9/23, so I had to call again to get it reconnected. The representative assured me that I shouldn't have any more issues because they had noted it in the system. So my service then stayed on through my move date, 1 more day.
Then, I receive a bill for $382, which was apparently because each time the service was restarted, I was billed for a full month. I called again, and the representative adjusted it and I paid my final (so I was told) bill of $18.92. I was told that all I needed to do at that point was turn in my equipment and I was all set, I also asked what the time frame was for returning my equipment. I work a lot, so it's hard to get to a physical location to drop it off, so wanted to know if there was a due date so I could plan my schedule.
I had the equipment for about 2 weeks because I was moving and thought I had some time to return it (after being told there was no due date at all). I then get another email from TWC saying I owe $380 dollars again, after squaring this away previously. I call again to find out what happened. Turns out that they wouldn't take my call because I'd already been sent to collections for a balance that I thought was removed from my account and was charged for "unreturned equipment" after only a couple weeks.
I get that I probably should've returned the equipment earlier, but I was told I had no due date for turning it in so I was taking my time. I immediately took the equipment into a physical location in Plano thinking that I could resolve all my billing issues in person and be done. Well, they told me to call customer service to get the balance resolved, and that they couldn't do it in store. Seriously? TWC doesn't allow their employees to resolve customer issues face to face? Ridiculous. So I call again on 10/14 and spent 30 minutes on the phone with a representative trying to convince me I owe the money.
Apparently the service wasn't physically disconnected until 10/7, so they tried to charge me through then when I moved completely out on 9/24, as I had stated several times with each person I talked to. She finally reads through the extensive notes for my account and sees that I don't actually owe anything, and adjusts my account, but said that there was about $18 in fees that it wouldn't let her adjust, so she said to wait and she would call me back on Wednesday to confirm that the fees had rolled off my account. I never received a call. This was the second time in this experience that I was told I would receive a follow up call and didn't.
I got an email 10/18 saying that I still owe $18 to TWC because obviously the fees identified by the representative on Monday had not rolled off my account. At the time I wrote this review, I was on hold with yet another TWC representative (identified as a "brief" hold) for the 25 MINUTES so I decided to write how frustrated I am with their service. I was told that the balance was now zero and I would receive a final bill stating that I don't owe anything. I have yet to receive this final bill on 10/25. If this is how other customers experience this service, frankly, I'm surprised they're still in business.
I'm hope this is the last time I ever have to speak with a TWC representative to resolve an issue that should've taken one phone call. So far so good, but it's only 10/25. I sent this review to TWC and said that I would make sure I would post this anywhere I could to ensure potential customers knew what they were getting into. I've never written such an extensive review on customer service, but this whole experience made me so upset that I really want TWC to read this and hopefully improve their processes so this doesn't happen to anyone else in the future.
LOS ANGELES, CALIFORNIA -- I am writing to complain about your company's severe poor customer service and ineptitude regarding how to treat clients. My family and I moved to Los Angeles from Chatsworth June 11th. We ordered Time-Warner Cable basic. We had the service for several weeks when suddenly we had no cable but Internet. We called and after some time were referred to ** at ** extension ** at Credit and Compliance Department, 14079 Senlac Drive, Farmers Branch, Texas, 75234.
We were advised that there was a past due balance for equipment and "bounced checks" from account in 2006 ending in **. We explained to ** that we only paid in person and in cash or card because we had no checks to write from and that we did not use checks. We also informed him that the equipment had been personally turned in as well in Topanga in 2006. ** told us it was "no problem with the equipment" and that the only thing that "mattered" was the unpaid balance. We asked ** for proof. ** sent only old bills. When again we called him to advise him to prove the bounced checks he told us he had. We explained that these were copies of old bills.
** stated he would again send us proof. We received two letters stating we owed nothing yet all our service had been cancelled and a bill for the new equipment had been issued for account ending in **. Again I called ** and in my conversation with him. I again advised him that he had not sent proof and that again he sent old bills and 2 letters stating we owed nothing. ** told me he had made a mistake, human error.
I explained to him that that was the case in 2006, which he promptly told me, that couldn't happen twice in a row and that now the burden of proof was on me. He said he would send a correction stating we did owe and to promptly return all new equipment. I asked to speak to his supervisor and ** asserted that he was judge and jury and that there was no supervisor to discuss this matter with and that he was the last word. Since then we have had four letters all time stamped August 21, 2012 and stating the same thing, that we owe $0.00. (Proving my assertion of human error.)
I am angry and annoyed by this inconvenience. Your company's lack of good customer service and fair treatment is astounding. In retro spec, there were never any letters or warnings from Time Warner or ** warning of us of any issues. We also passed all background checks to initially receive cable as well. I have grievance with your company because of these and many more reasons.
Our account was interrupted with no prior notification. I was told that the old account ending in ** was first in the rears for $700. Later I was told that the equipment didn't matter, whether we turned it in or not just pay $300. ** then sent me a latter stating I owed nothing. Four times!!! (Each statement mailed to us contained 2 months different months billing, spanning from August 2006-August 2007 with no proof of any bounced checks). I was also sent a bill requesting $492 for the account ending in **.
** told me that the letter was a mistake. A mistake he made four times! ** told us that a new bill was issued for the equipment because our account was cancelled. (With no notice!). ** was condescending. ** accused us of stealing. ** accused us of trying to get cable for free without paying. ** told me he did not have to prove anything. ** told me to prove I paid in cash in person on Topanga in 2006. ** denied my access to speak to his supervisor. ** told me he was the final say in maters such as these. I found ** to be vindictive, rude and not very professional.
I may not be able to stop your company from having customers or making millions off of unsuspecting people but I have decide to do my best to tell everyone I know about your egregious errors, poor service and lack of customer care. I will tell them of the extreme levels of ineptitude you allow with your employees. I will describe the horrendous buffoonery as to which you allow your employees to run your company. I will do this until the day I die or until I feel that Time Warner has fully compensated me for my troubles and apologized.
HOUSTON, TEXAS -- Is there a negative star rating I can give because they don't even deserve one star! In order to receive the high speed internet that I pay for I had to buy another modem since the one provided did not function properly and they refused to replace it.
After purchasing my own modem I connected it and called to have the IP address put on my account. I provided them with my phone number and address and they refused to help me unless I provided them with sensitive personal information over the phone. I was not comfortable doing this and after a lot of run around and arguing from their customer "service" representative I was transferred to a manager. Or at least I was supposed to be transferred to a manager. 2 separate times I was place on hold. Initially there was hold music playing but after a while nothing. No message on how long I was going to be waiting or anything of the sort.
After a while of silence I had no idea whether or not I had been disconnected. I had no idea if I was ever going to be helped or not. Eventually I was forced to hang up because there was no indication that anyone was ever going to pick up my call. This happened 2 times and of course I had to go through their nonsensical automatic call bank before I could get in contact with the unhelpful minion. Then I was never able to get a hold of anyone higher up who could actually help me. As of now the issue has STILL not been resolved and after being a faithful customer for years I'm still not getting what I am paying for. This is not the way to treat your customers!
SCHENECTADY, NEW YORK -- After 2 years, I need to cancel my internet service. Time Warner puts you through a convoluted phone labyrinth on which when you finally make it to the right representative, the call fails. It has been 4 times of phone failures, pretty sure they just hang up on you. I've wasted an hr trying to cancel so far:
The conversations I had with the representatives were full of questions and misleading initiatives to prevent you from canceling the service. They unreasonably believe that you are asking their permission to disconnect - someone should explain them that we customers have the right to end the service we don't want to pay anymore. Period. Time Warner - this is so not the way to retain customers. Everyone out there watch out! I certainly will never trust Time Warner and spend my money on their services.
IRVING, TEXAS -- Worst customer service I ever had. Never go with them, you have struggle a lot for proper internet connection. It gets disconnect every now and then, and my internet gets really slow and when I called customer service they told to reboot my modem and it will be up for 4-5 days and again it will be slow. It happened for me for 6 months and then I disconnected and I has to reboot my modem every week in these 6 months.
And while I terminate the service they charged me extra and I have to call multiple times to get refund and they send mails from recovery department for the extra charges they posted on the account, it really sucks. If you want peace of mind with your internet DO NOT go with them.
ADDISON, TEXAS -- I'll just put this in a list format:
Took me seven hours to sign up for basic internet (was finally able to get it done because I eventually found someone that was from the USA).
They lied to me about the gift card they offer. They told me there was nothing I was supposed to do except pay my first two bills on time and it would be in the mail. Lie. They refused to give it to me after I inquired about it.
I pay for 15 mpbs download and get a measly 3 mbps download. No other company I have ever dealt with has ever charged me a price for something I never even received. I received 1/5th of what they promised me.
The customer service is awful. When I asked for a credit to my account (because I was paying a higher price for... nothing?) they offered me a measly $10 credit.
Actually going to switch my service this weekend. I don't care if I can only find up to 6 mbps download with other providers. It's still much better than paying for 15 and getting 3.
This company is criminal. If you have any sort of cognitive brain function, DO NOT USE THIS SERVICE.
BEAUMONT, TEXAS -- Super sucky issues with Time Warner cable... 9/3/2013.
TWC charges $10/month for cable box, $5.99 for internet modem.
I want to cancel cable TV, keep only internet. I will have to pay $40 fee for some BS reason that they have to send technician out here to block cable signal even if I return the set top box. Signal nowadays got scramble, there's no way we can steal the signal and if that's the case, it's not customers' responsibility for them to send technician. Who does that nowadays!?!
It is IMPOSSIBLE to get in touch with customer service IF you want to downgrade or cancel the service. You actually have to go in line at the local office.
I have been customer for close to 5 months. Paying $80 Digital Cable/3Mbps Internet+$10 set top box+$6 for modem+tax = $107/month. And I would like to change my package to $65 for Basic Cable + 20Mbps internet as advertised... guess what... I cannot do that because that is available for new customer only.
I am going to return EVERYTHING to them tomorrow... this is some BS of 21st century in the United State. I am so sorry for people who work for TWC, TWC Executives should be ashamed of themselves!!! The company only relies on small town where people have no choice, I hope they go bankrupt soooon!!!