RALEIGH, NORTH CAROLINA -- My roommates and I had used TWC for some time until they ended up screwing us over with a deal they offered us but did not back. They offered to negate our fee for moving the service from one location to another, but did not back up their offer after we did it, trying to charge us for all the expenses they promised to negate. Months of arguing (and leaving for AT&T [much better]) lead them to seek a collection agency on my roommate in charge of the payment.
Long story short, TWC does not care about their customers OR have any spine to back their promises. They care only for their money and nothing less, but what else do you expect from an oligopoly? If you're reading this, please save yourself the hassle and choose someone else. They are a 1 star company at best. You have been advised.
ANAHEIM, CALIFORNIA -- I had received a flier from Time Warner Cable (TWC) regarding their latest offer of $89.99 for TV, Internet & Home Phone services. When I spoke with their representative Mr. **, he took my full address details and checked about all the TV channels that my family was interested to watch. Other than their standard package, I had requested for an International channel package, which according to him will additionally cost us $39.99 per month. This should add up my total to $129.98 before taxes.
Instead of that, he added some multiple things like two set up boxes, broadcast fees, DVR rental etc., which normally should be built in a standard package, and brought up my total to $181.50 before taxes. This is just a rip off and no special offer or an incentive to switch over to TWC. Such offers should be screened by consumer courts before they are sent out as they are grossly misleading. I never expected this from a company of the stature of TWC. I was more disappointed when Mr. ** never showed any eagerness to have me as his customer and negotiate on any charges. This was not at all very welcoming. I am highly disappointed.
ERIE, PENNSYLVANIA -- My Mom has had TWC for yrs. - we've requested a 'vaca stop' for several yrs., but due to ill health this time we've had to extend our vaca stoppage. Now they are charging an excessive amt. ($150) to reinstall (?) & tell me that they will not extend the stoppage to longer than 6 mon. even after a TWC agent said they would. They will not honor & I have had to pay the amt. even after being told by TWC agent that it was OK to extend. The TWC even sent the bill to a 'collection agency'! Is this the way to do business in PA - the state w/ so many retirement age people??? in & out of hospitals???
No competition here so I guess they have 'conquered the market'.... Do you want them in your state? I paid the bill, but you can be sure just as soon as we are able we will cancel the service contract, & they will lose another long time paying customer in PA. Will they have remorse? I doubt it! All they want is 'da $$$'.... who cares that the channels are full of smut and re-runs!
ARUNDEL, MAINE -- The absolute worst customer service I have ever dealt with hands down!!! I get the same answer when I call every month with an issue on my bill that appears out of nowhere somehow every month??? "I don't know that's the way the computer does it." Hey Time Warner get some human beings to work your billing if the stupid computer can't get it right. My bill is supposed to be $112.00 - $115.00 a month and I get a bill for double that every month??? So if I were to pay what they bill me every month, let's say $230.00. If I were to pay that every month for 6 months I would have paid for 12 months of service right? Wrong...
If I were to move after paying that amount for 6 months you'd think I'd be getting a refund for 6 months of service I paid for and didn't use??? Wrong... It's happened to me. I paid $300.00 a month for 7 months of service which is $2100.00 and ended up having to move. I called and argued with them every single month and got the same answer "I don't know. That's just how the computer does it." My bill was supposed to be $150.00 a month so I should have been refunded at least $1000.00 and I never got even a whiff of a single dollar??? This company is such a rip off and the FCC and FTC and who knows what other government organizations let them get away with it?
NEW YORK -- TWC is the worst provider of cable and internet I have ever subscribed to. If I did not live in an apartment building where this provider was the only option, I would have switched months ago. Every week there seems to be a problem with the cable, internet or better yet, both. When you call to try and see what the issue is and how it can be resolved, the representatives are rarely able to help.
It seems that a large portion as to why they are unable to provide any guidance is due to the fact that they are given minimal information. The company puts the representatives behind the 8-ball from the get-go with the deplorable communication and mismanagement. There appears to be zero communication or importance placed on customer service within this company. If you decide to use this company as your cable and Internet provider be prepared to experience several "outages" for lengthy amounts of time. Absolutely disgusted with this company...
DESOTO, TEXAS -- I am beyond disappointed in their customer service. There is not enough time or room here to detail my experience. I am literally in tears when I call Time Warner. They bill you for more than they advertise and sign you up for. My bill went from 65 to 137. When I call, I try to be nice and respectful but get put on hold only for no one to ever answer.
Their commercial is extremely misleading. None of their services or packages start at 14.99. I moved into my apartment and because of the deal they get, my only choice was DirecTV or Time Warner Cable. They are beyond expensive and their systems aren't as smooth as AT&T.
COLUMBIA, SOUTH CAROLINA -- I decided to cancel Time Warner and try U-verse. I took the boxes to the store front and was told I had to call to cancel. I called that same day, was told that my billing was a month ahead and watch for my final bill. My bill went from $169 to the $400s the next day. Called back and was told I couldn't cancel because my number had to be ported and I would lose my number to cancel it too soon. I told them that I was on the number and please cancel my service.
One hour and 3 minutes later my service still was not canceled. I then received a new bill with a balance in the $600s that included a late fee for not paying the bill. After going around a few times I still did not get the bill resolved and I'm hoping the service is canceled. Still trying to resolve after exactly 30 days. In the process of being jerked, they tried to question what I needed to stay. I have most of my friends and family on Time Warner but with this service and deceptive practice, I'll become the new face for U-verse.
LEWISVILLE, TEXAS -- I had TWC for a few weeks and decided the Verizon services/movies/OnDemand selections were better, so I cancelled my TWC account within the 30 day guarantee period. They refunded most of my money and sent me a $0 balance statement, but here's the kicker:
About 2 months later they send my account to collections and I get a letter from the collections agency saying that I owed $126. I disputed the claim in writing with supporting documents. I thought the shenanigans were over when that collections company sent me a letter saying the account was withdrawn. Of course not! Instead of TWC using the letter/documents and reviewing my account history to resolve things on their end, they sent me to a different collections agency for the same amount. So now I must go through the process again. This is clearly fraud, and a waste of my time. I wonder how long the nonsense will continue.
When I called TWC about this, the manager tried to tell me that a $39 fee would be deducted for installation charges, even though the website clearly says all your money will be returned. This company is a joke. I'm reporting them to the BBB.
COLUMBUS -- I cancelled my cable, internet, and phone service on March 18th. The day after I switched to AT&T U-Verse. I turned my equipment in on that Tuesday. I was told by that lady that I would have a credit to my account of about $2. I received a bill about a week later. I called in and the representative said "do not worry about that bill," it was automatically sent and I do not owe anything. About three weeks later, I received another bill. I called back in again and the representative AGAIN said do not worry about the bill and actually I have a credit for my account.
Today, I had a full bill amount deducted out of my bank account. I called in and the representative said my service was not cancelled until March 25th and they did not put in the order until April 6th so I will be charged a partial amount. Now, if I did not even have the equipment nor the service hooked up, why in the world would I be charge for a partial amount, especially after three reps told me I would not be? This is exactly why I left Time Warner and would NEVER EVER recommend Time Warner to anybody. They do not care at all about customers or doing the right thing.
CLARKSBURG, WEST VIRGINIA -- Hands down one of the worst companies I have ever had to deal with. They always have random charges on bills that when you call to ask about they can magically take off. They will call you a liar when you call to cancel your service, continue to bill you even though you have canceled and turned your equipment in. I paid my account in full and received a collections call 6 months after cancelling, meanwhile never receiving a bill, saying I owed for the last 6 months (even though I had canceled and turned in my equipment, with receipts to prove so).
Upon calling to inquire about this, I was told I never called in to talk to them about cancelling. They said, "Our records are very accurate and you did not call." I had to provide a detailed statement from my cell company as well as receipts for the equipment at this point because they magically now decide I may not have turned it in (a different story than 2 minutes ago).
We now move out of state from Time Warner this a separate occasion, and repeat process from above has now been initiated by the great CRIME WARNER CABLE. And on top of all this after having had them for a total of 3 years I had to have my refurbished 1980's style box replaced 21 times in 3 years. That is right in case the number is hard to look at here goes-TWENTY ONE replacement boxes. What a trash company. How can this be allowed? BBB complaint number 2 coming from me.