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 I thought the shenanigans were over when that collections company sent me a letter saying the account was withdrawn.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.
MILWAUKEE, WISCONSIN -- I called TWC to find out what was going on with my online bill pay. I never miss a payment ever and TWC cancelled my payments as they arrived from my bank. I called to see what was happening and I wanted to make sure that they were receiving my payments. First you call the 800 number and go through the ringer for 25 minutes just to get to a real person. Then when you reach a real person, they are not the correct department so you are then put in the never ending phone loop once again for another 25 minutes.
After 50 minutes of wait time you arrive to the right person and as they answer the phone, the service representative accidentally hangs up on you and does not call back. I have called 3 times since and to this day, I have still not resolved the issue.
GEORGETOWN, INDIANA -- I called Time Warner Cable to downgrade my services due to excessive rate increases (Time Warner recently acquired services from Insight in my area). I recently transferred my phone number to a new carrier (MagicJack) that saved me several hundred dollars each year. I contacted Time Warner customer service to discontinue my phone service and to downgrade some of my cable services. I did this on 1/9/2014 after MagicJack completed the transfer of my phone number.
Time Warner Cable told me there was a lock on my account due to the phone number transfer and that they could not process any changes. I asked them to go ahead and note the cancellation and they said I would have to contact them after the account was no longer locked. The service representative could not tell me when this would happen. I then asked to downgrade my cable services and was told they could not process any changes. I also attempted to downgrade via their Chat service and was told they could not process downgrades via chat. They can however process upgrades through this service.
ERIE, PENNSYLVANIA -- I am located in Erie Pa. I received 2 valued customer movie tickets from Time Warner. When I was having trouble redeeming the coupons I ended up speaking with a guy who got me interested in adding to my package. The end result of this ended up being the guy took money from my account WITHOUT my permission. When I contacted TWC I let them know what had happened and they kept giving me the runaround. I ended up contacting the corporate office to make a complaint with the president of TWC. I ended up speaking with his secretary and they told me that they were unable to pull all the calls so they could not confirm what exactly happened!
They then said that they would refund me any fees that I incurred with my bank and they credited my TWC account with the fees. Um, NO you put it back in my account! Ohhhh that will take 4-6weeks to do! They then told me the guy who did this will definitely get a coaching session for what he has done!!! Um, what!? Only a coaching session! Well, the guy took something he had NO right to take! That's it!? Really!
Very very disappointed in my experience with TWC! I do not recommend using them, I am a very dissatisfied customer! I have no clue what else to do except to look for another provider and spread the word to make sure you do not have your credit card information on file with TWC! They have no problem taking money out of your account!
NORTH RIDGEVILLE, OHIO -- After spending 45 minutes just trying to get through to the technical support number, I spoke with a person who barely spoke English. I explained they were having problems with their phones, she says "it's the queue". Giving that argument up, I explained I have not been getting channels I am paying for, and for a while. She says, as they all do, I will reset the box. I had already reset the box many times, but she insists. She sends a signal and nothing happens! She asks if my cable box is CONNECTED!! I'm sorry but I cannot talk to their technical support people. The arrogance and stupidity of their scripted messages is too much to listen to.
FOREST HILLS, NEW YORK -- I just switched to Time Warner only because they have an international channel that no one RCN doesn't have. This has been a nightmare... They have on time guarantee for the technician appt. All they gave the runaround, never showed up. The following day, came late again, didn't switch the modem and router from RCN. I asked the technician if they don't use their own modem and router and he said that the equipment is mine and everything stays the same. Today I called RCN to find out what need to be done to return their equipment, and I find out that the router and modem belong to RCN!!! So, TWC is charging me rental for a modem that is not theirs!
Now it would be the 3rd day in a row that I would need to wait for a technician. They make you wait on the phone for a moment every time your call, the moment lasts an average of 25-35 min. When you ask to speak to a supervisor, you get the runaround, until finally you reach someone in India who has no authority to give anything but apology...
DARLINGTON, SOUTH CAROLINA -- Since January 2012 until now (November 2013) my bill has been steadily climbing - it is $2.31 higher in 11 months! What a sneaky business Time Warner is. One month it jumps 5 cent and then $2. Junk like that. Don't think one penny is not a lot for them. Figure the millions of customers that is paying ONE-- PENNY MORE A MONTH, HOW MUCH THAT IS just for a month? I am fixing to drop TWC. I am on SS but still other people with work incomes have to pay these increases also. People need to check that bill and stop this automatic withdrawal until YOU SEE YOUR BILL.
MYRTLE BEACH, SOUTH CAROLINA -- I just got off the phone with Time Warner customer service concerning a letter I received offering a new promotional rate for my bundle services. The letter is signed by the Executive Vice President and Chief Marketing and Sales Officer. As a thanks for my continued business I was offered another special offer lowering my coming rate from $189.94 per month to $142.87 per month. According to the letter, I didn't have to take any action, and the new rate would automatically begin on my next bill.
I received my bill and the rate charged was closer to the $189.94 than the $142.87. I called Time Warner Customer Service and that is where the nightmare began. According to the customer service rep the letter had no value and what was required was a new rate calculation. After calculating the new rate I was advised that my new rate would be in the $185.00 range. "Wait," I said, "What about the promised @142.87 rate?" You would not believe the explanations I received as to why the promotional letter from the Vice President was not a valid commitment.
After an hour on the phone and going over some unacceptable proposal, I agreed to a monthly charge of $167.80 per month. What happened to the $142.87 rate promise? Well it was treated as a small thing that happens with Time Warner mailings that is fixed with an apology. So beware of Time Warner promotional mailings, they don't mean anything. Just a lost Vice President sending out non binding letters with false promises.