GREEN BAY, WISCONSIN -- I receive my statements on-line, which is an email saying its ready, but I don't log into the site and look at them. It is the same amount every month. Also being a busy summer, I briefly scan my checking account and confirm balance and know my TW is set up auto pay. Well I happened to check it just yesterday 8/21/2013 and saw the balance was over $600. I had a heart attack. Thought how could this be, and how do I still have working cable and internet? I went and traced back my checking account and sure enough they have not taken out a payment since April. (I pay $116 a month).
I of course am so frustrated thinking I was paying all along and now I have yet another bill to add to my pile! My expiration date had changed in May, so why didn't they call me by June to tell me I am past due? The few other auto pays I have set up contact me a month prior to expiration, as they should if they want to get paid and appreciate the auto payment process.
I pick up phone and call them. 1st person somewhat understands, but I said, I would really like to talk to someone because this is not entirely my fault and I cannot just pay $600 in full right now! He says he has to transfer me to billing. Well I get Collections on the phone. They state, I must pay $475 immediately. I again state, "it is not that I don't want to pay it, but I am asking for some help here, because this is not totally my fault. And for the 3rd time, I am the one calling you, being honest and informing you of your defected system and the issue it has caused!" She says I must have to talk to customer care then as she is only a collections department and if I am not making a payment she cannot do anything.
Guy number 3 on the phone, basically says the same thing and I say, "I just want to talk to someone who can work this out for me. I have been a loyal customer for over 4 years, paying monthly on time always!" I state, "I can pay $300 in two days, but I would like to know what I am getting in return for your fault." He says "well it looks like they won't shut you off until next week." After an hour later, I said, "fine, I will call back Friday and make a payment."
I get home during tornado warnings and storms and guess what? NO TV or Internet! I was furious! I call and talk again to three different people and one a supervisor. They are now saying after I said I will pay $300 now if you turn my TV back on. Again the whole thing that this is not my fault and I have always paid and would not have called you in the first place if I wanted to stop paying! They tell me now at 8:00pm that I can only pay with Cash or cashier check! WHAT? Where do I do that at 8:00PM!
I said that is it, I am so done and this is absolutely ridiculous, how I am being treated for no reason at other than being honest and make the first attempt to fix an issue at hand! Had I not even called, I wonder how long before they would shut me off! I have dropped them, DISH is coming tomorrow and I will be paying a personal visit to return DVR and modem and let them know, they now will not see a dime of what I might owe in free Cable service, because of how they treated me and have no customer care service at all!!
I also have 2 friends who dropped them today and I will work on at least 7 more! Do the math TW!! How much money are you going to be out now? I should go to Netflix or Amazon Prime Broadcast and streamline everything for free, but until I am ready to go that route, I know one thing! Time Warner will never be used and I will make it an effort to exploit them in every way!
DALLAS, TEXAS -- My cable and internet were shut off due to non payment, because the account holder moved out and has not yet switched ownership over to me so my fiance called to pay just the past due balance so we could at least get service back. We paid $137.90 and were told that our services would be turned back on immediately. SIX days later they were still off. So I called and they said they had no record of our payment on our account, despite the payment showing up on our credit card history. So the woman told us she would mark it as a missing payment and a mistake on their part, and reconnect our service immediately.
I told her to stay on the line with me until it came back online. It never did. She scheduled me an appointment with a technician for the following day at 1:00 pm. The next day, I waited until 3:00 pm before calling. I told the woman he was two hours late and we needed our cable and internet. She said the reason why no one showed up was because our account wasn't even paid in full, that we still owed $50.
Outraged, I asked her how that was possible since we paid the past due balance and were promised our service back. She said there is an additional $50 fee to reconnect a past due account and that they took that $50 out of the $137.90 that we paid, so technically our past due balance was then $50 short.
Nobody had mentioned that extra fee when we paid initially and they didn't even bother to call and tell me the technician wouldn't be coming. They just left me waiting for no one. So, being short on cash because I had already paid them, I had to borrow $50 from a family member. I paid the money, and was told once again that my service would be up and running in a few minutes. It never happened.
I called back and got a guy who didn't know what he was doing. He actually suggested to me that I try turning off my TV, and turning it back on again as if the TV would make a difference with the cable problem. After each question he would ask me, I could hear him relaying the information to someone else on the side, like he was equally as clueless as I was. So who is supposed to be helping me here? Certainly not him.
After 10 minutes of him telling me to restart my computer and turn off my TV, which was useless, he suggested I wait until midnight to check it again, because that's when my account would be refreshed. This morning it still wasn't on, so my fiance called AGAIN. They said they would send a specialist to come look at it but didn't give us a specific time of day. They said they would call before they came over.
So here I am now, waiting for the specialist again and the worst part is, I know they aren't going to refund me for the time we haven't had service, even though we've paid. If Time Warner wasn't the only service provider around here, I would drop them in a heartbeat. But I believe that's why they don't care about actually doing their job, because they don't have to fear losing customers seeing as they are our only option and they know it.
CHARLOTTE, NORTH CAROLINA -- I paid my Time Warner Bill 2 days ago and gave them an advance payment with my debit card to be deducted on 5/22/13. This morning I checked my bank account and they had debited the amount that was supposed to be taken out on the 22nd. I called the office and got a recording that they knew about this issue and were working to resolve it as soon as possible. I am on a fixed income and that was all the money I had in my account. I tried to talk to a customer service agent and was pushed around to six different people, none of which could answer my question.
A few of them told me they were sending me to the correct department only to put me back to their automated system. One of them yelled so loudly in the phone, even after I asked her to talk a little more quietly that I finally had to hang up and call again. NONE of them could tell me when this would be rectified. I've notified my bank and they are opening a case of fraud against them since this debit was done without my knowledge or consent.
When I gave the information for the payment to be debited on the 22nd I asked the billing representative if she was sure it would not be debited before then and she assured me several times it would not. Now I've incurred bank charges and Time Warner doesn't seem to care they have placed me in a precarious position.
I have also filed a complaint with the Better Business Bureau regarding what they did. As soon as my money is returned to me, I will be canceling my service with them and I am seriously considering filing charges against them. I do not for one minute believe this was a computer glitch that just happened on a Saturday morning when you cannot get in touch with anyone in their office or at your local bank.
I firmly believe this was done deliberately and since they have the recording I think it's safe to assume I am not the only one they did this to today. I've had to call them at least once a week because my service is not working properly. I absolutely hate AT&T but I have no qualms about going back to them for my service. I do not give companies a second chance when they steal money out of my bank account.
Beware if you do business with TWC. NEVER give them permission to deduct money from your account. Their customer service is horrible. The agents are rude and have no idea of how to talk to a customer who has a problem. I did keep my cool with them and tried to be nice but after the fourth one sent me to the wrong department I wasn't very nice about it. I strongly suggest no one does business with this company.
DURHAM, NORTH CAROLINA -- I hope to be able to give TWC ZERO stars! For the second time, they have cut our line and capped it off BY MISTAKE! We have the internet/phone/cable bundle. So for 2 days, we were without any service. To make matters worse, when I called to get a tech out here asap, they said the first available appointment was 2 days out!
What? A company that large, should surely have enough technicians, or even contractors to send one out to what I would consider a SERVICE PRIORITY! After escalating my request for immediate customer service and speaking with a supervisor, I was given an appointment for the following morning. Still not acceptable. But, hmm, how did an appointment suddenly become available?
When it became apparent that TWC had cut our lines (a neighbor witnessed it), I immediately called back. When the person on the phone realized it was THEIR fault that I had not service, he called the dispatcher and was able to schedule an appointment within an hour. Again, hmmmm, NOW you can send someone out after realizing it's your company's fault. But, don't get your hopes up, because this company rarely keeps it's promises.
No technician showed up. Not only that, but one phone number for TWC said they were closed for the day. So I take to their "online chat" to see if they can locate the missing technician. No one came on the chat line either. Not only do I work from home, and have lost revenue, but, we had to use up our cell phone data plans as well.
The technician finally showed up the following morning, as originally planned and was completely dumbfounded. He had NO RECORD of the disconnect of service for our address, or any one in our neighborhood. I kept saying that this has happened before and it needs TO STOP! He quickly reconnected our service and was very sympathetic and professional. Poor soul, has to work for such a terrible company!
Over the years, we have had numerous, random outages with the phone and internet, weak signals, slow internet, modem change outs, DVR box changes, etc. Recently, after paying for our ever increasing bill, we were given an upgrade to Whole House DVR for less than our current plan. We were told we would have the ability to record 4 shows, doubling our current capacity. After installation, it still only has the ability to record 2 shows simultaneously. Total false advertising.
The paying public needs to take a stand against this giant company and quit being victim to its unethical practices. We need to demand change and contact City council members, the FTC, or any other watchdog organizations. We deserve better.
KINGSTON, NEW YORK -- I've always heard horror stories of Time Warner Cable, but until now I was lucky enough to not have my name on the account. Unfortunately, the time has come where I live on my own and was forced to deal with them myself. I moved into my new place on 8/4/13 and called Time Warner Cable on the morning of the 5th. It seemed too good to be true; I was having my modem sent to me and it was supposed to arrive on Wednesday, 8/7/13.
Thursday comes around and I still don't have the modem. I call Time Warner Cable again, deal with the terrible automated service they used to filter phone calls and am finally (10-15 minutes later) communicating with a human. This man tells me that the actual delivery date was Thursday, and that it should be at my place by 8 PM that night.
Friday morning comes around, still no Internet. I'm forced to call and deal with the automated system again. I get in touch with someone and they inform me that the information was not sent through properly, and that my product was not shipped at all. Not only was I told it was going to arrive on Wednesday, then on Thursday, but TWO of their workers told me that I would receive my Internet in no time.
I'm transferred to a 4th person (because the 3rd was unable to help me, but intelligent enough to know that the package was not shipped) and I'm given the option of having it sent back out or pick it up myself in Kingston. I opt to pick it up because I did not want to deal with the same thing happening. I currently do not have a car, so picking it up was a bit problematic but definitely worthwhile in my book. I guess the moral of the story is always have a roommate to deal with Time Warner Cable, because it's a complete waste of your own time.
CHARLOTTE, NORTH CAROLINA -- Got a call from Time Warner Collection Services stating I was past due. I was sure I had paid online using my Bill Pay feature through my bank. I gave the agent my debit card # and told her not to charge the card until the coming Friday. I woke up this morning and check my Bill Pay and realized I did pay it on time. I called TWC and spoke to ** operator # **. He was a pompous jerk who told me they had no records of receipt of that payment. It was up to me to prove I had sent and they had received it. Told me to contact my bank and have them fax proof.
I waited for my Bank to open. They were able to find the copy of the deposited check and was stamped on the back that it was deposited to TWC account with Wells Fargo. My bank faxed the information to the fax number ** the IDIOT gave me. I followed up an hour later with TWC's collection number. I was greeted poorly by some young dumb girl named **. She was rude as well and told me that they were going to process my credit card and if I canceled my payment I agreed to that my account would be suspended.
I asked for a supervisor. This even ruder supervisor got on the phone named ** operator #**. She was rude and instead of looking up the open ticket # I gave her on her computer she decided to argue with me about cancelling my prearranged payment. I explained to her my payment was already received back on the 13th of June 2013 and I find it interesting they charged me a late fee and are threatening to cancel my services for non payment. All this poorly trained so called SUPERVISOR had to do was look at the Ticket # I gave to see I already called and had my bank fax proof that they had received the payment and had deposited it.
WOW you pay your bill on time and they charge you a late charge and have their collection agency call you and then when you prove them wrong they are rude and want to cancel your service. TIME WARNER need to get their records straight and fire this call center they hired for collections and treat their paying customers like crap. Soon google tv will wipe the floor with them and they will offer their services for 49.99 for all in one. By then they will have upset all their customers... CANNOT WAIT TO CANCEL.
MATTHEWS, NORTH CAROLINA -- I called to change my scheduled payment and they said they couldn't help me. The technician came out a few days later to completely disconnect services and he was very courteous and called. He had asked me what I wanted to do and when I could pay so I told him the TWC reps wasn't willing to help and wouldn't help. He then made the arrangement with me like I wanted to begin with, he asked for my bank routing and account number. We then read it back and forth several times to make sure it was accurate.
The day that it was scheduled to run and the day after I called to make sure it went through and was run. The automated phone system said the payment had been made. As of 6/20/13 at 11:45 my services were disconnect. I called to find out why, I was then told that it was because I provided a wrong account number. That's a lie. I had logged in to my online banking to get my account number for this. I told them that was BS and that the representative must have entered it wrong as I had clarified the correct account number several times while looking at it online with the technician.
The only thing they could say was "I am sorry, I understand your frustration, there is nothing we can do at this time. You will need to go to a local office and make the payment via cash or money order." This was a TWC representative error yet I as the customer have to pay the consequences of their mistakes. The floor manager and her supervisor was unwilling to go out of their way to make this right as I provided them everything they needed and I also gave them more info. The customer service from TWC is crappy. They don't care about their customers they only care about getting through the day.
On top of me having to go out of my way to make a payment I thought and was under the impression had already been made they wanted to charge me an NSF fee. NOT HAPPENING. I will not pay for someone else's mistakes. I stayed on the phone literally with TWC for almost 4 hours before I said "screw it I'm calling corporate.| Needless to say I didn't call corporate only because I couldn't find the right number for my area. I will not pay my account balance ever, they can pick their box and equipment up because I will not deliver anything to them.
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.