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.
COLUMBIA, SOUTH CAROLINA -- After AT&T finally p*ssed me off for the last time I decided it was time to change providers. I called Time Warner Cable the first of August and asked about how much basic TV and Roadrunner turbo it cost me. The woman over the phone told me it would cost me $72.66 a month. The woman took my personal information street address, social security number, that kind of stuff and, told me how would I like to pay for that over the phone or in person. I told her I would like to do it in person so I can pick up the equipment, she said no problem. After that it was about 12 o'clock we both hung up and I went out to eat with family.
It was 2:58 when I get up front at Time Warner Cable to talk to a person about getting the service and everything. The woman over the counter said that she saw everything was set up and all I would have to do is pay my first month for the service in advance and a deposit. I told her I talked to a woman over the phone and she said nothing about the deposit. The woman over the counter replied with they couldn't check my credit because I have none and that there would be a $50 deposit up front with the first service in advance, so the $72 became $123 before they would establish my service.
I paid it and she gave me the modem for the internet. Now that's when I asked her when would it be turned on and she replied later on today if not Friday. She said for more accurate time description I would need to call the 1866 number and ask for more details. I got home and hooked up the internet modem and hooked up all my TVs and nothing was working. I called Time Warner Cable and they told me that there's a service appointment set up for Friday at 5 o'clock. I told the man over the phone thank you and have a good day. He told me the same and then we hung up.
I was home all day Friday and no one came out to my house. I called Time Warner back and I was told that there was no appointment for Friday that I would have to schedule one for Monday. I said okay now I got to go all weekend without any service, what a drag. I setup a service appointment for Monday and the woman over the phone to be an all day thing from 7 a.m. till 10 p.m. And that the service technician could drop by anytime in between those two times, I said wow very accurate timing. Everything was set so we part our goodbyes and we hung up.
Was home all day Monday again no one came out to my house, shocking. I called Time Warner right before the calling center closed they told me I was still within the appointment time and can a rudely asked me not to call until tomorrow. I called Time Warner Cable Tuesday and they tell me the service appointment was set up for 11 to 12 that Tuesday, and they told me that no service appointment existed for Monday. I was just flat-out confused.
Around 11 o'clock there is a white Ford F 150 parked beside the utility pole across the street from my house at the neighbor's house. The truck had bags of potting soil in the back and a trailer attached with a large ladder in the trailer. He climbs the pole messed around with something for about 15 minutes got his ladder put it up and then left. My service still wasn't working.
Wednesday nothing else happened. The pole for the cable is in my backyard and no one touched it and my service still wasn't working so I called Time Warner back. The woman over the phone didn't tell me that could have been the cable man to hook up the service but she said that she didn't know for sure and in fact a service technician did report that he did hook up my cable but it wasn't. I told the woman over the phone I was getting pretty upset about this that she said that she scheduled appointment for tomorrow in between 11 and 12 for Thursday.
She told me that that was the earliest appointment I could get on Thursday and I told her that it would have been exactly one week that I paid over $100 for the service that I'm not getting. She apologized, we both said goodbye I hung up and wait until Thursday. Boy was I mad. The technician called directly at 11 and said is around the corner and we'll be there in about 10 minutes. Well he showed up 30 minutes later. I told him what happened about the other guy across the street he said he didn't know either.
In my backyard he'd looked at the pole and told me it wasn't hooked up, I told him it wasn't hooked up. He climbs the pole and 60 seconds later all the TVs started working and the internet started working too. He asked me did I have any other problems and I told him no. I got the internet registered and it was working completely and so he left.
Time Warner Cable also informed me that I paid for service days I didn't get and there's nothing that they were going to do about it. That was a weeks worth of service I paid for down the drain and on top of it they charged me $50 for the service call to come to hook up my service that was supposed to be done right the first time. Right now I haven't brought that to their attention so it's still on my bill. If they decide to remove it or not I'll make sure to update this to let you know what happens.
Other than paying for service for a week that I didn't get, getting the runaround, lies and other stuff I have to say just watch with the sign up with these guys. Now that the service has been turned on I've been using it for a couple days and TV fine the internet is blazing fast and I think I'm paying a pretty good price so I'm happy for now. P.S Time Warner Cable Informed me if I left that my $123 for not be refunded it would go to a credit towards my bill First. A bill that I never got. But what Time Warner Cable is trying to tell me about my $123 that they would keep it even know I left and never had any service.
Update 8/28/13 2:32 pm. Today Time Warner Cable has charge me $45 extra to install internet which they didn't and charged me an extra $30 for an "Easy Connect" follow up fee. I don't understand those two charges, but, together they add up to a whole month of service and I was told by representatives that they were first time customer charges and there are no way out of them.
I've already paid them a $123 in advance and now they're demanding $147 has my first bill. I don't know what these people are up to, but they're just downright CRAZY! Also another thing is driving me wild they're charging me full price for my turbo internet. No promotional pricing nothing. This is how they treat new customers. Now I see why they only lose them.
I don't even have enough to pay the $72 myself my brother pays half of it and I pay the other half and together we can't pay $147.62. Well then again it should have been a red flag that everyone in my neighborhood has AT&T U verse I'm the only one with Time Warner and now I know why. The Internet is still fast the TV still reliable no issues but it's just too much start up fees. They are just trying to rip you off. Once again I'm going to attempt to call them and ask them to remove those two fees or lose me as a customer.
Update September 9th 2013. Today I finally had those 2 charges for installation removed off my bill. After I called Time Warner Cable and talk to the first employee who was very rude to me. He told me that there was no way out of the two charges. He refused to listen to me and I told him about my story about the first technician not showing up, and the second technician did what the first technician should have done in the first place.
And he told me that the $45 fee was for someone to physically come out into my house and hook up my modem themselves, and that the $30 follow-up connect is where I hook it up myself but didn't do it right and they have to send somebody out to do it right. But that's two charges shouldn't be together. It was so called hooked up by a professional then why was I charged because I didn't hook it up right, that's what I didn't understand.
He was being so rude to me and wouldn't listen to me then I ask to speak to his manager. I had asked four times before I finally got transferred. Once I got his manager listen to me for about the first minute and then told me he would remove the charges on there was no battle or arguing with his manager. He just remove the charges right off my bill. I've already paid my bill for this month switch with $68.50 for some reason. I have everything on.
I'm happy everything was resolved and I can continue being a Time Warner customer, but I would have been even happier if none of this ever started. In the near future I plan to buy my own cable modem and save $7 a month of the finance fees that they charge for their modem. I will post information to let you know how that goes, and I plan on downgrading my internet from turbo to standard. I'll let you know how that goes too. For Now I'm happy with the service and I'm happy with the price.