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.
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!
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.
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.
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.
KINGSTON, NEW YORK -- We just built a house and planned to move early in the morning April 30, 2013, and since I work in communications full-time out of my home, I wanted to make sure I had Internet and phone up and running by the time we moved in - without phone and Internet, I can't work. On April 10, my builder said it was time to call Time Warner to get a tech to bring out cable to run in a conduit between the cable box by our driveway up to the house's cable box. Everything else had been installed by the developer and builder, and the builder had just done the same thing with the house next door (which took about two days).
My builder said that if it was going to take too long, Time Warner could just drop off the cable, and he would run it up to the house. When I called Time Warner April 10, the woman who handled the call took directions to our house down several times (since we're not in GPS currently, it can be hard to find), and said a tech would be out “in two to five days” and that we should have no problem getting our triple play system up and running by April 30. She also used my cell as the account number, and I said that if the tech had any trouble finding the house, feel free to call me. Then she gave me a work order number, and said she'd call me once it was installed to set up our triple play account.
By April 15, no one had shown up at our property, so I called Time Warner and was told that a tech had been dispatched April 11, but couldn't find the house. Apparently, the tech hadn't bothered to try to phone me to get directions and no one at Time Warner was going to call me to let me know of the problem. And when I asked why the tech didn't just use the directions on file. The man handling the call, **, said there were no directions on file. So he set up another work order with a different number, put the directions into the file (which I made him read back to me), and said it would take another “two to five days” for someone to run the cable.
The next day, April 16, I received a call from the original woman who set up the work order at Time Warner, demanding to know why I had called Time Warner. I was absolutely flabbergasted and said I called Time Warner because no one had shown up at our property! She seemed angry that I'd called, and said I should have waited for her to call me. I couldn't believe there appeared to be some sort of infighting at Time Warner about who was setting up our account!
Around April 22, I called Time Warner because again no one was showing up at our house. I got a guy named **, who was able to see both work orders, but couldn't put me in touch with anyone I'd spoken with previously. Even though he said he knew ** and the division that ** was in. Nor could he give me any idea of how long it was going to take to lay this cable.
He described a process, that included getting permits, etc., that might take several weeks. I was almost speechless, since I had originally been told it would take a few days. So I repeated that really all we needed was for Time Warner to DROP OFF the cable, and we could do the rest, but he said again that was not possible. I reiterated that no permits were necessary, but he didn't seem willing to listen to me.
At this point, I was so busy trying to move that I was only able to call Time Warner a couple times to try to straighten this out, to no avail. Nobody could tell me when someone would show up, why Time Warner couldn't just drop off the cable, or exactly what needed to be done. Yet, even on Friday, April 26, I was still being told that Time Warner would probably have the service up and running by April 30.
On April 30, the day of our move, Time Warner finally came to life, called me and said it would take two weeks to lay the cable! No explanation given. I was angry – originally, I had been told service would be up and running by April 30, and now it seemed the process was only being initiated on April 30, and it was going to take much longer than anyone had ever said it would to date.
I told the woman who called that if Time Warner could just drop off the cable, our builder could get it up to the house himself in less than a day. FINALLY, she agreed that Time Warner would do that. So she asked for our builder's name and number, which I gave her. She said Time Warner would call him to find out when he would be there so they could drop off the cable. (Time Warner never did call our builder.)
Instead, on May 1, a tech finally showed up at our house! It took about an hour to pull the cable from the box at the end of the driveway up to the house. I told the tech, **, who was very sympathetic, about what had happened, and he said it never should have taken Time Warner THREE WEEKS to run a 50-foot cable. That afternoon, I called Time Warner to set up our triple play and was disappointed that the earliest they could come was FIVE DAYS LATER, on Monday, May 6 in the morning. Still, I was thrilled we finally had the cable laid. It was a week of lost work (about $1,000), but at least I'd be up and running the week of May 6, I thought.
Little did I know.. On May 4, Time Warner called my cell, which my husband picked up, and a woman told him she was confirming that Time Warner would be by on WEDNESDAY, May 8 to set up our triple play. When he told me, I hit the roof, and called Time Warner to find out why they were delaying the installation of our triple play by two days. The woman who took the call said that Time Warner had cancelled Monday's appointment, and that she would call me back within two hours to resolve the situation. She never called back, so several hours later, I called Time Warner again and got another operator.
This is what she told me: “We never do installations on Mondays.” And I said, "So why did the agent who set up our triple play schedule an installation time on Monday?" And she replied: “Well, we DO do installations on Mondays, but we really don't, and we don't have any available technicians right now.” I said, “WHAT are you talking about? What kind of a system is that? DO YOU or DON'T YOU have techs available for installations on Mondays?” Then she said she'd note in the file to expedite our installation if a tech became available, but the installation appointment was now for Wednesday. So another half a week of work lost ($500).
On Monday, May 6, I was at a local shopping center and got a call on my cell phone from a Time Warner tech who said he was going to install our triple play but needed directions to our house. He was about two minutes away, he said. Overjoyed that Time Warner had apparently rescheduled the Monday appointment, I gave him directions and said I'd meet him there in five minutes. But as I raced up our driveway, the tech called again and said, “I'm sorry, ma'am, but I just got a call from my supervisor telling me that Time Warner has cancelled the installation appointment.”
I was so angry – but I stayed calm. I said, “You mean to tell me you're about 30 seconds from my home, and now Time Warner has again cancelled the installation appointment, despite the fact that A) you're available, and B) I've raced back here to my house to meet you?” His answer: “Yes, ma'am, I'm sorry. There's nothing I can do about this. I'm very sorry.”
On Wednesday, May 8, I was in the driveway around 9 a.m., and a Time Warner truck drove up. I thought it was the installation tech, but it was instead **, the tech who pulled the cable up the driveway. He was aghast that I still didn't have service and couldn't figure out why it was taking Time Warner a month to do all this. He said he would call his supervisor to put in a report about it. He said he had come by to make sure the installation tech had done the work right and closed up the cable box.
Finally, at 11:30 a.m., the installation tech showed up. ** was very nice and installed everything. He groused quite a bit about Time Warner, and how they overwork their techs, setting up piggyback appointments that were impossible to finish in the small amount of time given. Then there were problems with the Internet service, which was supposed to be “Turbo,” but was taking minutes to download a page.
** said everything was set up correctly, and he couldn't figure out what the problem was. He spent an hour on the phone with a Time Warner tech, but they still weren't able to resolve the problem completely. Then ** said he had to leave, as he was already two hours late for his next appointment, but that he'd call me later to make sure it was working. He never did call, and it wasn't working.
On the afternoon of Thursday, May 9, after struggling with the internet all morning, I called Time Warner yet again, and finally got a tech named ** on the phone. He spent an hour with me, trying to figure out what the problem was. Finally, he was able to figure out that I was in a “bad channel.” He switched me from channel 1 to channel 7, and that fixed the problem. By then it was 5 p.m. It had taken exactly a month, with eight work days lost ($1600), from when I made my first call to Time Warner to get a routine triple play system up and running – something that normally takes, what, a few hours?
Then, of course, there's the fact that Time Warner installed a corrupted cable box and/or wire so our TV cable system didn't work for another week, necessitating a call of an hour and a tech visit, but I don't even care that much about that. At least I didn't lose any work (or sleep) over that one! But I really do wonder what I'm paying sky high rates for here?
Already having had home phone service and cable TV through Time Warner for several years, I decided to switch my internet as well for increased savings as a bundle package with a 2-year agreement. It turned out to be a huge mistake. The internet service was intermittent to say the least, but was far too unreliable, I could stay connected on a neighbor's unsecured network easier.
After weeks of complaints to customer service and visits from technicians, I spoke to a retention agent within the 60-day trial period, who begged me to have a technician come out one last time to try to fix it. I agreed, and just like before the technician was unable to make a difference, so I called the retention department back and cancelled the internet the same day. I kept the phone and cable TV service, since I had them before and never had a problem with them; I had not been given any new equipment for the internet service, so there was nothing to return with the cancellation. I should have just resumed month-to-month on the prior services like I had before.
The next bill came out and was still charged for the bundle, but like most people unfamiliar with subscription billing, I didn't instantly assume what I had believed was a reputable company had made a mistake, I could probably get a credit for it on the next bill. The next month I was charged for it again, as I was on auto-bill, and when I called they first informed me that they had no record of my cancellation and that I was bound by a contract now so if I cancelled I would be subject to an early termination fee.
I checked my records and called back, and the next representative even agreed that I had called back to cancel my service that day and was within the 60-day trial, but because I hadn't reported the error within 30 days they would still hold me to that contract. They tried every excuse to keep me in that contract, suggesting that the cancellation wasn't official because I hadn't returned any equipment, even though I never received any equipment.
There were the predictable mishaps of getting disconnected when requesting to speak to a supervisor. I was repeatedly lied to, and finally, I had had enough. I already had a new service provider and wasn't going to continue to pay Time Warner since they never provided me with service anyway, so I cancelled.
The only promise they ever kept was to penalize me with the early termination fee, which I am still disputing. Their customer service reps were reluctant to or not empowered to assist or research any further. I called to request the recordings of all the phone calls I had made that month, yet their customer service reps don't even have access to listen to their own recordings of customer service calls, and instead referred me to a legal department to make that request.
There seem to be no checks and balances in their company to prevent a dishonest retention representative from getting credit for a save by lying to a customer, and even worse, nobody in the company seems to think that's a problem; instead they all appear to support it. All the reps seem to have been trained to deliver fake apologies, like "I'm sorry you feel that way", which is about as apologetic as saying "I'm sorry you're an idiot."
Once their mistake had been pointed out, and they even admitted to it, there is no reason why they should not be able to correct it, unless they were deliberately making mistakes as a means to profit. As far as I'm concerned, Time Warner Cable uses unethical practices to enforce fraudulent contracts, and their policies and procedures are designed to shield those practices.
NEW YORK,, NEW YORK -- I signed up for an $89.99 bundled service package. Time Warner Cable (TWC) required that I pay up front for the first month as well as the installation. It seemed like a good deal and I verified on two separate occasions (prior to installation) that my service would be no more than $90 per month. I didn't receive a bill so I called Time Warner to inquire and pay the bill. Here's where the nightmare started.
First, getting a live person on the phone is nearly impossible. This is of course by design as I later made aware by two separate TWC customer service employees. What happens is you dial their number (1-888-TW-CABLE) and reach a recording. The recording asks you several different questions and gives you options to select from. You'll never hear an option to speak to a customer service representative. So you keep trying to pick the right answer to get to a live person. The only way to get a live person is to not push any buttons and let the recording ask you questions over and over and over again. If you do that, you'll eventually get transferred to a live person.
Once I got a live person, he supposedly looked into the computer and found that my bill was $195. When I told him there was no way my bill could be that much, he stated that I had three services and gave me prices for each one. When I told him that I had signed up for a bundled service package that was $89.99 he told me that was impossible and they didn't have a package for that price.
I then asked for a direct callback # so I could gather all of my original documentation and call back in 20 minutes without going through their awful phone system. They said that the number I called was the only number they had. I then asked if they could have a manager call me back in 20 minutes. The customer service person told me they would have their supervisor call me back in 20 minutes. I of course didn't receive a return call.
I called the national sales team that initially set up my new service and they said I would need to call the customer service line. The representative I talked to agreed that the phone system was "the most awful thing ever" and sympathized with the situation. I then called the TWC customer service line again. (It should be called the LACK OF Customer Service Line after the service I received.) Once I reached a live person **, I immediately exclaimed that I was highly irritated and I wanted to speak to a manager.
** responded with "Managers do not speak to customers directly". When I demanded to speak with a manager, he responded with the same statement again! I then asked who his immediate supervisor was and told him I wanted to be transferred to that person. ** told me that his supervisor's name was ** and said he couldn't transfer me until he made notes in the system regarding my account.
During the time it took him to enter the notes there was laughter in the background, this of course added to the lack of professionalism. After being held idle by ** I demanded again to talk to his supervisor and he said he couldn't transfer me until he was finished with his notes. When he finally finished and transferred me, I got ** voicemail. I HUNG UP!
Since TWC is set up to avoid it's customers and their managers do not speak to customers directly I will resort to posting this message on poster boards such as FTC.gov, ComplaintBoard.gov, **, BBB.org and placing fliers in my neighborhood, malls, gas stations restaurants, and new housing tracts. Maybe if I warn enough people in a concentrated area about TWC's deceptive practices, false advertisement and lack of care or concern for their customers it will deter others from being put in the same position I'm in.
Until someone within TWC's management team decides that their customers are worth talking to and calls me, I'm making it my mission to find two ways each day to communicate my experience to others.
MILWAUKEE, WISCONSIN -- In these hard times for everyone do you think that big business would be a little understanding, you know in all that we the people just got done giving dozens of them billions of dollars so they, the big business, can keep on giving us, the people, there services. Well that is not the case with TIME WARNER CABLE. I just now spend twenty minutes with customer service trying to resolve a disconnect issue. I had in front of me a bill stating I owed $81.75. so my wife went down to put $50.00 on it and told them we will pay the rest next week. Nope they wouldn't have it. Pay all the bill now Because we were scheduled to be disconnected today.
Well upon seeing the receipt it showed we owed $137.75. Well to all those who know TWC bills you ahead. For those who don't know that means TWC bills you for services you haven't used yet. A lot like going to the store to buy milk for $2.50 and being changed $5.00. Cuz the store knows you'll be back in 2 days to get another gallon. Once more if you're later paying the pre-billing they charge you an Administrative Collection Charge. A fancy name for usury fee. Anyhow the collection site for TWC gave us a # to call to set up an agreement for payment. Cool. Nope.
I was told the same thing the collection site did. pay the $37.28 or get disconnected. What? This is their form or payment agreement. My way or the high way. I tried getting this woman on the phone to see it my way. Just wait a week for the rest of the money. Because I didn't want to pay the $25 re-connect fee. Would you? Something needs to be done to these people so they see the big picture.
An attorney would have a field day with this company. Just look at all the complaints. But TWC is still on the BBB's award list. How? people listen to me. TWC hides behind policies and regulations. Don't let them con you. You have rights. If you are not satisfied with the company call them and complain. Daily. Weekly. Monthly.
If they wish to hide behind utility status and policy. Be smart. Would you let the power company do this to you? How about the water department? Nope, didn't think so. Use the info to your Advantage. If you have one static channel or phone interruption or even internet drops off, complain. Daily if you have to. They offer you a contract that they see as binding. So see it that way too. You pay for constant service good service. Get it.
All cable companies have a list of customers they see as problem. Yeah that is right if you call too much or are loud on the phone, you get marked as problem or disgruntled customer. Once on you never get off of it. I should know I worked for both the big companies. Comcast in Chicago and Time Warner Cable in Oregon. Oh and if you're an attorney, look in to this because there is a case action suit in all these complaints. I see it, can you.