NEW YORK -- Recently my husband and I had to lower some bills & shift things around. One of the first places we did this was with Time Warner Cable. When I first called the representative was very understanding, cancelled the services I requested and said that a credit would be issued to my account to cover the next bill; after that my bill would be 14.99 + fees.
Great! This was so easy, or so I thought. I was then billed the following month the amount I was paying previously. I used online chat to inquire why this was, and they said some how the credit wasn't added to my account, but that they could add it then, while we were speaking. Why should a company wait until a complaint has come in to do something they already said they would do?
After talking to multiple people, about getting a credit back to my account, no one could help me. I then reached out to the BBB with details of my complaint. A woman named ** contacted me at 4:50 and said she would be in the office until 5... This trend continued until she considered the issue "closed" because I was a "no contact" customer... Mind you, I returned many calls and left voice mails.
When this happened, I called ** multiple times a day (while at work - which I am not supposed to be doing) to deal with this. When she finally picked up the phone, I explained my situation in more detail. We've changed up our budget, and this month we budgeted 14 or so for internet, not the amount we were charged. We would like to be refunded the difference.
I was then told, because my auto debit set up on their site was using my account number, and not my card number, that there was nothing she could do. I then asked to cancel my account effective immediately, as I do not want to deal with a company that will let me talk to over 10 people, through online chat, on the phone, over social media - and have no resolution.
** continued to lecture me on how to set up auto-debit features on future accounts with other companies, and when I told her I didn't want to hear it she said she "I'm just trying to help you." No, you are obviously not. You are blaming me for the mistakes your company has made.
This company is deceptive, self-serving and greedy. It lets its customer service representatives hide behind bizarre and obviously not customer-centric policies, and NEVER is looking to make things right. They make me sick. If you have the option to deal with another provider, avoid these guys all together.
FAYETTEVILLE, NORTH CAROLINA -- They quoted an introductory price part of their Win Back Program with a thirty day free trial. The service took several visits to complete the installation of the phone and Internet service. The customer service agent offered a cold-hearted apology for the connection problems. Then, the bill came 20 days later, four times the amount that was quoted over the phone when I signed up for the service.
I called the help desk, for clarification of my bill. They didn't have any record in their customer log of a price quote for my address. Funny! I explained to them that I was part of the introduction program and I have a flier stating the price that I would pay monthly (around $99). After a few more calls and the run around; I called a new account agent to get a price check and she quoted the better price than the original contract. I took that information to the main office of Time Warner in Fayetteville, NC., and for two hours I explained my situation to agent who seem to be making a customer log.
She told me that they would review the audio tapes. A regional manager would contact me within three days. Not one call from the regional manager but I did get one from a Time Warner collection agency. I ended up canceling my service with Time Warner; five days after my trial period, I paid for the thirty days of service assuming that I would hear form a manager or customer service to resolve the issue. I ended up paying over $225 for 40 days of the Time Warner Baloney Bundle service on four TVs. Check and re-check. Time Warner service is shady.
DAYTON, OHIO -- If you are thinking of signing up for time warner digital phone to save a few bucks then think again. After 1 year I dropped my time warner digital phone. I thought I had a good deal at $19.95 a month - until the phone bills started. My area code is 937. I was being charged extra for every call I made to my same area code - they called it local long distance??? Even to a city that was just up the street with the same area code???? So figure on paying $19.95 a month and then plan on what they forget to tell you about, the charge they add on for each local call you make that they call local long distance..
my $19.95 digital phone was costing me as much as $50.00 per month for local calls I was being charged for, now here is the good part. I dropped my time warner digital phone january 2010. The phone was disconnected in january. I just received my time warner bill for march 2010 and I was billed $9.95 for long distance calls and I do not even have phone service with them anymore. Forget about talking to customer service - that's another horror story.
Do what I did - get a magic jack for $19.95 a year. I never get surprise charges from my magic jack. I paid $119 for 6 years and that was it. No more phone bill or padded or hidden charges that time warner forgets to tell you about when you sign up. Do not get the time warner digital phone service that is $19.95 per month unless you are willing to pay extra money for every call you make - even calls to your same area code!
And when you get fed up and drop the digital phone plan like I did, you may still get billed for long distance calls even if you do not have the phone anymore. Here is another thing they forget to tell you. If you sign up for a service then plan on paying for that service for 2 full years. I just found out I was under a contract and there was a $175 fee to stop my service before 2 years! Shame on you time warner. Start telling the truth about your charges up front. Don't advertise a price and leave out the fact that there will be hidden charges added. I will spread the word.
About six months ago, I switched to Time Warner Cable because I believed that I was getting a really great offer with Cable TV, Telephone service and High Speed Internet. The price was great, the product was a headache. The phone service was horrible. On a daily basis, my phone service did not have a dial tone so I could not make a phone call. I would have to use a cell phone to call my home number, make my home phone ring and then I would finally get a dial tone, but after being on the phone for one minute, the service would hang up on my call.
I called several times to have someone come out and on all occasions, they said they fixed the problem but the next day, I STILL had the problem. There are several calls on record of this problem that never got fixed. The cable service was not as bad but many times there were channels that I was supposed to have that were not accessible anyway. I finally called about that problem as well, but they failed to show up. Internet service however was good.
I finally had it when my husband became severely ill needing an ambulance, and I could not get a dial tone on my home phone. I regret wasting my money on Time Warner. I should have listened to the MANY people that kept telling me I was making a mistake by switching to Time Warner from AT&T. Never again.
To top it off, when I tried to disconnect the service, they want to charge me 35.00 for someone to come out and pick up their junk. Sorry Time Warner Cable, your TV ads are misleading. I hope an attorney can constitute false advertising. Your service is very misleading.
PORTLAND, MAINE -- Calling Time Warner Cable customer service has been a waste of time. I typically spend 10-15 minutes giving them my information only to be handed off to another customer service person who starts the process all over again. I have to drive to their office where I wait in line and there is no supervisor to talk to and no one to hear a complaint.
It took me 4 trips to get them to send the bill to the correct address and in the meantime they disconnected the service. The people at the office always say the problem will be taken care of. Sometimes it is, sometimes it isn't. Other times they don't show up for appointments and it's impossible to get anything but more run around.
GREENPOINT, BROOKLYN -- It took a few weeks, but we were finally able to get a tap installed in the basement of a newly renovated multi-unit apartment building. The building was pre-wired with all telecom services home run to the basement. You might think this was going to be the biggest hurdle in acquiring TW cable services for the tenants, but guess again. The tap (essentially a junction box) was installed a month ago and most of the tenants still can't get service.
Why, you ask? According to TW Cable even though their engineers have been to the building, designed and installed equipment in the building, and even though one tenant in the building has been able to have her service successfully installed, even with all this, the remaining tenants cannot get their service installed because their apartments are not registered.
WHAT! Are you kidding me? No, I'm afraid not. In conversation with a very courteous TW employee in the apartment managers division we are repeatedly told, "this is a process and you are in the final stages of registration".
OK. Even if one of the 3 site visits made by TW Cable to the property was not enough to verify the existence of apartments, even if they need someone in a department other than the "Apartment Managers" division to verify the existence of apartments, even if this is not a new building, but a renovated building that has had TW Cable in the past, even if all these things are true, I find it unbelievable that TW Cable has been unable register the remaining apartments in the month that has passed since they installed a 500 line and tap in the basement of said building.
One more thing. Back at the beginning of November when we first called TW Cable in order to have the tap installed in the basement, I personally spoke with a very discourteous and unhelpful employee in customer service. She had no idea what to do with my call for apartment building service. After a few frustrating minutes of pointless conversation pertaining to services she new nothing about, she informed me that I needed to speak with the business department.
I asked her if she could transfer the call. She said she could not, but would give me the number. I said thank you, hung up the phone and dialed the number given to me by this TW Cable customer service employee. The phone rang, connected, and I was greeted, "Welcome to Comcast". I hope that unhelpful and discourteous TW Cable Customer Service representative is spending her holidays looking for a new job. This company is a Headless Monster!
CAROL STREAM, ILLINOIS -- For the last three months, I have received no less than six pieces of mail a month and up to 10 phone calls a day from Time Warner begging me to bundle my service and sign up for home phone service. The calls come from 877-864-6344. I have Road Runner and Cable service through Time Warner and am very happy with the price, quality and options. I do not want, or need a home phone. I have had nothing but a cell phone for at least five years, maybe longer.
I have politely asked at least five times that TW stop calling and sending mail. I Have sent no less than three certified letters begging them to stop calling me. I have called both my local and regional offices, as well as sent certified letters to both.
I am told it takes up to 30 days to stop the calls and mail. My first certified letter was sent 67 days ago, signed for 62 days ago. It isn't even noon yet, and I have received FIVE calls from 877-864-6344. The problem is they use an automated dialer, and 99.9% of the time I answer, only to be greeted with dead air.
Today after the fifth call with dead air, I called back and asked for a supervisor, only to get the usual "We'll remove your number, it takes up to 30 days." I was hung up on when I tried to explain the certified letter 67 days ago. Time Warner is about to lose my business due to these repeated marketing calls. I Have done everything I can to stop them, yet they drone on and on and on.....
NORTH CAROLINA -- I have never done business with a company that works so hard to NOT sell new business. I decided I wanted digital phone service for my two home lines. I called TW and was told they could not port my phone numbers from AT&T to TW because the numbers were assigned to a neighboring town. While that may be the case (a) I have only had these numbers at my current address, no previous addresses, (b) the USPS changed my mailing city & zip since I moved to my home, and (c) several neighbors in the same situation had successfully ported their numbers from AT&T to TW.
So I decided I would try an online order. That worked great. I provided the porting information, got a confirmation number and a scheduled installation date three weeks out. The worker arrived yesterday with orders to install one line (not two as confirmed in the order) and with a new phone number (not a ported number as confirmed in the order). A nice man but he was given such insanely wrong orders from TW that I sent him away.
So I call TW to try again. I explain my situation to an agent who is quite nice. She places me on hold to find a more senior person who can help me. I wait a few minutes before I hear a ring followed by "If you'd like to make a call, please hang up and dial again." Okay. So maybe it was an accidental disconnect. But when you have my account information in front of you, including two phone numbers, it takes absolutely zero effort to return a call (I've managed call centers and call backs after disconnects are standard operating procedure for companies that care about their customers).
So thank you very much, Time Warner, for reminding me that it is great to do business with AT&T. I will stay with them and encourage everyone else to find any carrier other than Time Warner.
HUNTINGTON BEACH, CALIFORNIA -- I have written to you folks before about my safe storage and finally got that resolved.
I have called two years ago to complain about the awful customer service and the fact I had to go almost a week with no service due to problems with the customer service here for Huntington beach, Ca.
I moved again and in the same complex again, they got that one wrong as well. I believe that was [snip]. Finally got that resolved. I called to order digital home phone service. I asked SPECIFICALLY if I could receive collect calls from a correctional facility and as sweetly as can be was assured that was included and not a problem. I got the service and while going through the instruction booklet I spotted a statement informing me that that wasn't a possibility. I called and talked to [snip], yet again. He pretended to do this and that and assured me they would unblock that for me and I would be getting those calls. Low and behold I didn't get the call. This was an emergency situation and needless to say, I was upset. Talked to a [snip] who told me about a Global service and it is impossible to receive these calls.
I talked to a supervisor, sorry can't remember the name, but he assured me that they could handle that in a few days, now this was something that was assured me by [snip] in the first place. NO ONE HAD TOLD ME AT THIS POINT THERE THERE WAS A HUGE CHARGE FOR THIS. In fact until I talked directly to the Global company I was not aware of a charge. To get this pre-pay service I had to come up with 50.00 up front.
The question I have for you is, where is the training for these customer service people? If you have any at all it is poor at best. I worked at Verizon Wireless for 8 years in customer service and was trained so much better that this.
What is it with asking us as a consumer to rate the call? I think this is humiliating and a lie. First of all they are all very "nice" they just don't have the knowledge they should have and I have to put the blame on you. I wouldn't want to ask someone for a "score" that is ludicrous.
So the bottom line is, as soon as I don't need the land line anymore, I will drop it and I am thinking very seriously of going to DISH.
Getting Older Hasn't Slowed Me Down or Shut Me Up
DALLAS, TEXAS -- After signing up and waiting 2 weeks, the installer never showed (wasting my last day of vacation for the year). I was told they called, but I have my cell phone records to prove they didn't. I spoke to managers who set me up for the following week which they didn't, THEY LIED!!! Well thanks to the manager who gave me her direct line. I was able to get the corporate office for Time Warner Cable Dallas; it's 469-665-7600. I was able to speak with the Assistant to the Director of Operations. The tech was at my house that night. This # is very hard to come by, so don't lost it.