SANTA MONICA, CALIFORNIA -- I had previously had trouble with Time Warner before when I was a cable customer. I canceled my service, and because of their practice of billing for the coming month, they still owed me money for one month. They sent it to my old address, and I had to call numerous times to get my address successfully changed. 2.5 years later, I still have not received my refund. In fact, they no longer have a record of my account.
In Jan. 08, I moved into a new apartment with my boyfriend, and our only option for DSL was Time Warner, unless we got a landline. I decided to give them another chance. Their internet connection was so bad that I couldn't pick up the signal even though I was right next to the modem. My computer picked up our neighbor's unsecured network, but not our own network that we were paying $45 a month for.
We cut off our service that month, and they assured us that we would be getting a refund because of the forward-billing that they do. Instead of getting a check, every month I kept getting a new bill with a growing balance. Each month, I would have to call them and speak to an idiotic customer service representative who did not know what was going on. They would try to convince me that I did not in fact cut off my service, and that I still owe them money. I would have to point out to them that it was not possible for me to be a customer when I returned my modem months ago. At this point, I would hear an "Oh, let me talk to my supervisor".
The customer service agent would come back on after putting me on hold, tell me it was their mistake, and they would cut off my service immediately, and I should no longer get a bill. Each time I would fall for it because I believed that it should not take a company numerous tries to shut off service to one customer. But then each month, I would come home to a growing bill.
The second to last person I talked to actually looked through my account and said once again that I never cut off my service. All the calls that I had made before were logged down as "bill inquiry" and "general programming". When I once again pointed out that I returned my modem in January, he "talked to his supervisor" and offered me a $40 credit to my bill, which was a ridiculous offer because Time Warner is the one who owes ME money, not the other way around. I said that I could not accept that offer, after which he talked to his supervisor again, and agreed to wipe my balance clean.
At this point, I was willing to accept a loss because I do not ever want to deal with this company again. This is of course conditional on the fact that they would finally shut off my service. I wanted to talk to his supervisor, and was put on hold, at which point I was hung up on. I had to call back again, and go through the whole process again, and finally got someone who said that all the previous customer service reps had tried to cut off my service online, when they actually needed to send someone to my apartment to cut off the cable manually. He promised that it will not happen again, but we will see next month if I get another bill or not.
ENCINO, CALIFORNIA -- We have had the worst experience with Time Warner customer service. We needed to change our plan from just internet and basic cable to include also a phone service. At the same time we found their package called All the Best which we have decided to opt for. To get this installed they scheduled a guy to come in over a week from then between 1 and 4 pm, which I guess is typical? As annoying as it is to have to wait a week. We figured fine let it go. They are busy.
The date finally comes and 3 pm hits so my wife calls them to see if the guy is still coming, which they assured us he would be before 4 pm. At 4 pm we call them again and they assured us that the guy would be there shortly. Around 5:30 we call them again and they say "Sorry the guy can't make it. We have to reschedule" give us some reimbursements etc. While we are doing all this annoyed on the phone the guy shows up finally. (Makes you wonder how much the support people on the phone know, apparently nothing. They just BS you all day long to shut you up.)
Then the guy starts installing all the new services when he gets a call from his boss, apparently they have a problem with another customer so he needs to go for 30 minutes to deal with that. He leaves his equipment behind as he assures us he will be back.
1.5 hours later we decide time to call support. They tell us that the guy is not coming back and we need to reschedule etc, which this time we refuse to listen to and after about 30 minutes going back and forth on the phone with the customer support trying to get them to understand that the guy left his equipment and our current service is not even working the guy finally comes back. (Again support has no clue what is going on with the field people.)
The guy gets everything hooked up, and we check everything, seems like phone and internet are finally working properly. However we do not have the cable package we had ordered. The technician informs us that his orders do not say anything about the new cable lineup thus there is nothing we can do and we have to call Time Warner to get it figured out. We call customer service again, and they tell us they can schedule a technician to come two days from then between 1 and 4 pm. Which we are extremely annoyed about, but apparently there is nothing we can do about it (by now it is 9 pm) so we accept.
Two days goes by and it is 1:07 pm, my cell phone rings with "Private Number" which is what my apartment buildings downstairs front door shows up as so I answer. I hear some fumbling and then the phone hangs up. After few moments the phone rings again with "Private number" again, I answer and hear nothing again except fumbling, I figure it is the technician at the front door so I hit the key to open the front door. Just because I felt something weird might be going on I get my shoes and walk downstairs, there is nobody at the door, so I figured must have been someone else as any number that the caller ID cannot fetch shows up as "Private Number".
After all you would think that if the front door was giving problems the technician would call the home number on the account to see if they can get hold of someone, which is my cell phone. An hour goes by and my wife gives me a call after she has landed from her flight and apparently the technician has left a voice mail on her cell phone stating that he was here and that he could not get hold of anyone in the apartment.
After this I give a call to customer service yet again, assuming that they can just dispatch the guy back to my building the same day as it is only 2 pm still well within the 4 hour time that the technician was supposed to show up. However I am given the same runaround. Now I have a time for the technician to come install it tomorrow between 9 am and 7 pm (yes anytime during the day).
My other alternative according to the guy is week from now because according to them "it is not their fault nobody was in the apartment when technician came by". Which baffles me as out of any number the tech should have been calling it would be the number on my cell phone not the one on my wife's and of course the front door is our fault if the technician doesn't know how to speak to the telephone headset on it as those haven't been around that long... even though he did figure out how to dial my apartment from it.
Now I already know that I will not be able to be here all day tomorrow, however I am hoping that they show up at a time when I am there. (Although I am sure that this will not be the case.) Thanks Time Warner for the worst customer service experience of my life so far! I would not wish my worst enemy to have you as the cable provider. Now I have to go research who I can switch at least the phone and internet to, unfortunately I am not allowed to install satellite TV on my apartment building so I will be stuck with Time Warner for that.
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.
CORONA, CALIFORNIA -- I have been a customer with Time Warner ever since they took over Continental cable. Since the beginning, we have had an ongoing problem with tiling and freezing of the picture on our T.V. The typical process for me is.. I call for a technician to come out and they always have fixed the problem doing something out in the box at curbside. Then after six or so months, the tiling and freezing begins to build back up again. Oh by the way, each tech has a different lie as to why I am having this problem.
This “new way” of Time Warner is.. that when you make an appointment, there will be an automated call the night before and if you are not there to answer that call, then they will.. CANCEL.. the appointment.. WITHOUT.. letting you know. That leaves the customer sitting home waiting for a technician to show up that is not coming, like our time is not as precious to us as your time. This has happened to me several times. This is.. NO WAY.. to treat your customers and is wrong, wrong, wrong and a sure way to lose customers.
Then to add insult to injury, this last time I had to call in for the “same problem” I had another no show of the technician. Called back “again” for another technician to show up and usually the second time you make an appointment, they will actually show up, but only if you answer the phone an hour before they come out. If you miss that call for any reason, throwing trash outside, going to the bathroom, they will not leave a message to let you know its them, they just won't show up. Why would anybody want to stay with a company who treats us this way???
Then a tech did show up, and after staring at my TV for a few minutes (don't know what that did) he said that the problem must be out in the street, and that he was not a street tech and I was told that he would send out a street tech the next day and hook up to my cable and screen for two hours to see if he could catch the problem. They never did this before. Why would Time Warner send out a tech that could not fix the problem which I told them before that the problem has always been in the street and that is where they have always fixed the problem in the past? I was told that I did not have to be here for that. I was here anyway just to see if one would actually show up.. he did not.
I called back and said that I was still have the tiling problem and freezing and was told that they would send out yet another tech. The techs name was ** and I felt that he was the first guy to be honest with me and gave me some instruction as what to do to get to the bottom of this ongoing problem. He told me that if these things did not work, then to call back and ask for him so I don't have to keep explaining the problem to new techs. I did just that as the problem still was not fixed.
I talked with a girl named ** who completely ignored me when I told her that I need ** to come out. She said that she could not guarantee ** would be the one to show up. I told her, "then don't bother having someone other than ** come out as I would not open the door and it would be a waste of his time and mine." Her response to me.. “have a nice day Ma'am.” Then I called back to speak to a supervisor and got someone named ** whose title was escalation specialist, whatever that means. He was sort of laughing at the problem, but told me he would see to it that ** came out and then proceeded to ask me to call the next morning at 8:00am to make sure that ** was coming out. I told him I would, even though I did not think I should have to do that.
I spoke to a man named ** who put me on hold for a minute or two, then came back and promised me that ** would be out that same day between the house of 3 and 4:00pm. Guess what happened.. ** DID NOT SHOW UP, some other tech showed up instead. As I told **, I sent him away. Another day wasted of mine through no fault of my own. Time Warner, would it have really been so hard for your employee tell me up front which day ** can come out instead of playing these games with your customers. This is the last straw for me.
At this point I am willing to go to any other service despite their own set of problems. I will not stand to be treated disrespectfully and lied to and laughed at and ignored by any company, yet alone putting up with the same problem for years. I WAS willing to stay with you even though you could not seem to fix the problem. As long as I could have six months of no tiling and freezing, I was willing to live with that. But your customer relations is getting worse and worse by the day.
It is sooooo funny to me that after an appointment is made the employee will say that I will be getting a call to see how I was treated by that person. You are more interested in how polite your employee was on the phone than actually hearing if they have fixed the problem and the frustration and lies the customer had to go through to get the problem fixed. I will not be fooled that you care by making sure the employees are polite on the phone, that is only a part of the problem. And I am not getting any of these calls that the employee says is coming my way.
I am left feeling that Time Warner no longer cares about the customers who keep them in business. I have been laughed at by your employees, I have been ignored by your employees, I have been lied to many times by your employees.. I am tired, very tired of being treated this way by the Time Warner Company. You do not run your business honestly, you treat your customers as if we have no alternative to switch to another service. We do, and I will. My husband and I are currently searching for a new service.
Yes, every cable company or dish service has their set of problems. It is not the problems that bother me. It's the way I am being treated by Time Warner that is getting “me” (a long time customer) to switch to another service. I am really surprised that Time Warner is still in business the way you run your company. It's not right the way you treat your customers! You might want to think about changing the way you do things before you lose anymore long time faithful customers.
NEW YORK, NEW YORK -- In November, we relocated to the Santa Clarita Valley of California. We quickly established service with TWC for Home phone, Internet, and cable television. We have had issues with our telephone service from the beginning. Most of our incoming calls were not coming through. Individuals and businesses were getting a message that our telephone service had been disconnected or is out of service.
Needless to say, this was alarming since my oldest son attends elementary school where they had tried to call us on a number of occasions and got this message. This has been the case with Doctors, Family Members, and perspective employers and casting agencies.
When I learned of the situation, I immediately contacted TWC and alerted them to the problem. At first, I was told that it was probably because I had not paid my bill. However, I quickly corrected the individual by informing him that the bill has been paid on time. In fact, as a general rule, we pay our bills when we receive them. This was the case with TWC.
We have had more technicians coming out here to our residence to investigate the problem. They have done a few things to try to appease us, such as change out the Telephone modem. Each and every time, they suggested that there was no such problem and that they felt I was trying to get out of paying the bill. Again, stupid since each time, the bill is always paid. Just as I did the other day. Only once did a TWC customer service representative acknowledge that it happened to him twice and he ended up calling me to my cellphone.
The other issue is that they repeatedly point the finger at AT&T, suggesting that they are fowling the telephone line somehow. However, this recorded message was occurring with all carriers, both landline and cell. Interestingly, they have managed to clean up most of it. However, the one that seems to be a problem is AT&T landlines calling into my TWC Line. I had been accused making it up. Yet, there are just too many witnesses.
Recently, I got fed up with TWC's failure to fix the problem and called the offices of the President, Glenn Britt. His Executive Customer Service Intervention team was put on the line where I was told there was nothing they could do, accused me of lying and threatened me with service disconnection and call the police. Naturally this infuriated me more and demanded to speak with a supervisor. We got into a heated exchange and they hung up on me while calling me an "Ass".
I pay them for a services that are not being delivered. Since this occurred, we have experienced problems with the sound coming from both our television set boxes and our internet connection. We loose sound and have to reset the cable boxes at both TV's. I have had to reset the Internet Modem as well, due to issues there. We experienced something new last night with the telephone. You could not hear the person on the other end of the call when the called more than a minute. You started to hear an echo, became scratchy, and much of the call was inaudible. This occurred several times.
CARLSBAD, CALIFORNIA -- My Mom died on 9.04.2008. Time Warner Cable owes us a huge refund, and just found out they want more money from my Mom. I called to find out why my cable was going in and out. I used my cell phone. I gave Time Warner my cell to resolve the credits due us. So during the call it goes to collections and wants me to pay some figure for some service???. I went down to my other hard line and called and got right through (12 min), the NBA games where causing the spotty service. OKAY. I asked what's up with my cell and some money due? Well she says it because of this and that. Typical Time Warner.
When my Mom bought this home in April 2008, with the bundle, phone, Internet, TV, package, we hoped see would enjoy the new home and the bundle package. My mom got worse. During late April 08, May, June, July, Aug, she passed on Sept 4, 2008... she kept on paying Time Warner. She never got to use the TV, phone, computer. We were in hospitals, out of town, in town, hospice out of town. A very tough time. She paid the bill every MONTH.
In Sept I had to write out the bill. But every time we would get back to Her home there would be several calls from Time Warner about some collection. My mom was too sick to handle it so I would call and they said, sorry it must be an old number and yes your mom's account is just great. I said please do not keep calling, as this upsets Her. Well it continued on and on. Did not matter if we had paid. Her phone number was linked.
So around the end of December 2008, I called TWC and asked to speak about this service that nobody was using. They said "we are so sorry about your mom. We can shut down the service and we will credit you for the following months". I told them OKAY... They said "just keep paying the bills, YOU WILL get a credit".
Now we are up to APRIL 2009. One year and now the bills are coming in a la carte. I must have made 200 calls to TWC. I used to get INDIA. Then I got Desert Falls, but the same old run around. If you needed to speak to ** she was not in, but ** would help you. I felt like this was some sort of shell game! I STOPPED Paying TWC in Month number 13 or 14 and still with the new a la carte issues I was still way behind. They have now put my mom account in collections and they still send me bills about someone that lived at that address years before my mom.
I have spoke to so many folks that said I will HANDLE IT. It has never happened. I called about just my own personal service on my cell phone and the Lady said "DID YOU MAIL IN A DEATH CERTIFICATE". I did. It was returned. I was told **, we know there is no usage, we know. You did not have to do that. The tragic saga goes on. It is now May... almost JUNE 2010. TWC still has not paid me back. So TWC in San DIEGO is horrible. Good luck to all that due the right thing and still lose with this firm. Making $$$$$$ off a victim of CANCER. Time Warner Customer service is horrible. I am calling New York. Take Care. **.
CARROLLTON, TEXAS -- If you are thinking to get service with Time Warner Cable think it twice. I have been with Time Warner Cable in the past and to this date they still suck. I have decided to accept an offer that was left in my front door. "Get Time Warner Cable today with installation fee waived." Well I have decided to call and had them come to my home. I was getting the basic cable TV and wireless service 3. I have decided to get more channels and a higher range on the wireless so I called the Time Warner customer service the day before the technician came over to my home. I was told to tell the guy to call Time Warner from my home to upgrade and get what I wanted.
Well it turned into "The nightmare before Cable". Lol! This guy was rude to start with. My partner was home when he got there and I called to tell him to call Time Warner for me instead of getting basic TV and internet 3 to get cable and internet #7. I was like OMG! Was this guy having a bad day or what? (Wait I am the one who will have bad days with Time Warner.) This guy (if I can call him technician) had no clue what he was doing. I hung up with him and was on my way home hoping to be there on time to talk to him in person but he was already gone. The cable TV was installed all right. The internet...
He installed the basic 3 not the range 7 and I could not get a signal in my computer at all. Here I go calling Customer Service again. The phone representative said "Sorry for the inconvenience. We will reschedule to install the following week". "Wait wait a minute! Next week? No no no. I need my internet now" (I said). The phone representative then said she will contact the guy that was in the area already to get it installed. Oh God here we go again.
The guy came. Not so rude this time. He was not able to install the internet at all for some reason. I don't know why. I am not a technician. He is. Well, he had no clue either. Can somebody please help me here? I got so frustrated and told the guy to just install the standard cable and forget about the internet. Everything was OK. We were enjoying our TV until the bill came over. Wow! What the **? Time Warner was charging me 3 installation fees, $29.99, $39.99 and another $39.99. Does this make sense to you? I was supposed to get free installation but I got 3 charges here.
Here I go again. I called customer service but of course the call had to escalate to a supervisor. I was livid (Not rude. Let me make that clear). Time Warner decided to remove those charges and they told me that it will take about 3 days before my due date 8/27/09 to get just the normal charge. Should I believe them? I am so afraid of that new bill. Bottom line, I have Time Warner Cable because I have no choice. They are the only ones in my area unfortunately. I hope that Verizon or anybody else get our area also for me to say "bye bye" technician.
GOLDSBORO, NORTH CAROLINA -- I just moved back to the USA from Germany. After 5 years of military service I was excited to be able to get back to the "real world" of home convenience and what I thought would be superior service, at least that's what I thought when I left the states 6 years ago. Shortly after purchasing my first home after arrive in NC I was impressed with the bundle deal TWC had for phone/internet/cable. When I called I let the cs representative know that I wanted basic cable, high speed internet, and digital phone service.
After listen to the representative fumble through the scripted mumble jumble I explained to her that I would like to get an international calling plan so my wife can stay in contact with family in Germany and Poland. I specifically ask for this because she needs to keep in contact with her family and if I didn't she would not be happy which means I would not be happy. The cs representative explains to me that it would no problem. For 19.99 you can get 1000 minutes to call land lines, mobile phones cost extra. Sounds great, just what I need. So hook up and service are accomplished.
Over the next 2 months calls are made and the family is happy. After reviewing the 2 bills that followed the initial service bill I noticed that I was being charged $90 and $72, respectively for digital phone service. What's going on here?? I was told it should be 19.99.
So begins the cs representative journey into the 9 rings of dumb! I always try to take the honey vs. vinegar approach, but these people pushed my limits. The first call after waiting 15 minutes to talk to someone, oh yeah and the extremely annoy automated system to get to the holding cell, I had to explain to the cs representative that I originally asked for the international plan and didn't receive it. She then proceeded to tell me I did not have it and she could set it up for me. OK that's great but what about the 2 months I didn't have it? Her response was that she could not help me with that because she could not see on the computer that I asked for it.
After politely explaining to her that that was not expectable she told me all she can do is put in a trouble ticket so a supervisor can pull the tape and review it to see if I did ask for it. First of all have we reach a time were so many people have defrauded this company like this to assume that I, THE CUSTOMER, would be wrong? This is bad business. I know that the company recently reported that they are losing millions right now, but come on this is a mistake on their local customer service department, due to lack of training and caring. It did not occur to me that I should ask when I would be notified of the results.
So I wait and wait.. Almost 6 weeks later I call back and I work my way through the automated system to get to the holding cell. 20 minutes later a human answers the phone. He is a kind sounding gentleman named **. After explaining the history of my previous calls he begins to stumble and checks the computer system. I am in the holding cell for 5 minutes he comes back on and tells me that he sees that a supervisor has pulled the tapes on 23 Jan and 30 Jan. I called about that in December! I ask to speak to a supervisor, he hesitates and says one is in a meeting and the other is on a call with another customer. I insist to speak to him.
HOLDING CELL TIME: 10 MINUTES. Supervisor ** then gets on the line. I go through the history with him, he pulls it up and tells that the tapes from my original call were reviewed 2 times. But he does not know the results of the review because it was someone else. I ask "so what does that mean to me?" He informs me that I did not ask for the service originally and if it was asked for I would have seen some credit on my account bill. I ask why I would not be called to be informed. His response is that policy tells them to not to call, just show any or no change on the bill.
My next question is, is it possible to hear the tapes for myself? His answer is no because NC law does not allow it. How about a transcript? No sir. I tell him that I understand how a poor process works and the signs of a poor process are here. And I will not accept a second handed answer that the tapes were checked. I would need hard proof. Note: every answer given to me also included the same response: I did not review the tape. I don't have access to what was on the tape.
At this point I realize this guy will not bend over backwards to help me with my problem. I explain to him that I am not satisfied and I will have to change service to another company(s). He tries to explain to me that it standard policy that start up service calls are explained in detail. Meaning that if asked for international calling plan that they should have explained to me all the details of that plan. After asking me what countries I was calling, I told him Germany and Poland. He quickly explained to me that Poland is not on the plan. My wife, who's listening on the other line, hands me the welcome letter for the international calling plan.
I tell him that it is. He then tells me that not all cities are included in those countries. The letter does not mention this fact. He then tells me that all cs representative must and do explain this in detail insinuating that I was wrong. I tell him I'm switching to another provider and he apologizes to me. I then call back to ask what the prices would be for digital phone services with the international calling plan. The friendly cs representative tells me the plans covers Germany and Poland, but land lines only. I ask if there any other restrictions or details, she says no. I explain that will have to call back.
Finally I decide the same night to switch to a satellite provider. After an amazing customer service experience I am good to go. By the way, it was outsourced cs most likely from India. But ** were extremely helpful! I then call TWC back to cancel my cable service. 4 busy signals later I get through. ** answers my call and I explain I would like to change my service. She pulls up my account and then tells me there is an error showing on my account. She puts me in the holding cell.
5 minutes later she gets on and tells me she is trying to find out why she can't get in. Holding cell 5+ minutes. She comes back on and tells me someone else must be in my account. I tell her about the call earlier and she puts me on hold. Holding cell 3 minutes. She comes back and asks me who I spoke to, I tell her **. Holding cell 2 minutes. She comes back on after tracking down who ** is and tells me that he is on his lunch break and he must have left my account open. I ask her to be sure to get word to ** to get it closed so when I call back in the morning I can cancel my cable service. She apologizes in sleepy voice.
I will be changing all my services over to other providers this week. Mainly due to the poor service from Time Warner cable and their obviously poor processes in managing their customer service. They made me wait, they were not helpful, they insisted I was wrong and they could not prove. Stay away from TWC they are losing money due to poor business processes, and will try to recoup it by charging customers more without them knowing it.
CINCINNATI, OHIO -- I had Time Warner for some time in a bundled package that included cable and Internet. As with anything to do with Time Warner, if you do not need their help then the service, although majorly overpriced, is good. However, when you need help from this company, then you see the real side of the company.
Around March, 2008 I had problems with the phone company not working after an outage near my house. As they were either unwilling or unable (or rather too inept) to fix the problem, I called Time Warner and offered to bundle phone with the cable and Internet that I currently had with the company. They sent out an installation tech and had the product installed on that Saturday. Two days later the phone stopped working. To make a long story short, it took them well over a month to actually install the phone and get it working due to the lack of workmanship and skill of the installers (including stapling through the actual phone line).
However, when I signed up for the phone, cable, and Internet bundle, I had to agree to two years of Time Warner. The young man on the phone took me through the verification taped conversation and at the end, when he asked if I would agree to the two years, I told him that I would if they would do what he agreed, which was what I had, plus the phone, for $ 150.00 per month that included taxes. I made sure that I had that caveat in the conversation, as I have seen Time Warner in action, which is to promise everything and deliver nothing.
Over the next three months, the bill was never what he promised and I ended up having to drop services to get it to the $ 150.00 that he had promised. The other problem that I had was that in July of 2008, I had to move to another state. I let them know that I was moving well before the disconnect and when I disconnected, I took the equipment and at a local office paid the bill. I asked twice if that was the final bill and the girl at the counter said "Yes," but refused to write it on the receipt as the final payment.
Two months later, in September, I received a bill from Time Warner for an "early disconnect" Program fee. Which meant that they wanted $ 150.00 plus tax for my disconnecting early from the agreement that they never fulfilled. I contacted the local office and their response was to pay the money. They told me that they had me on tape agreeing to the fee, but would never play the tape, nor could they produce it, although everyone I talked to swore that I was on tape agreeing to it.
Tiring of their ongoing "scr*w you" attitude, I contacted the corporate office who finally found someone in the Dayton, Ohio office who I could finally talk to. Her response was that they normally forgave the fee if the person had moved. I sent all of the information that she asked for. After this conversation, I could never get her on the phone. I got a bill in October that still had the fee on it. When I called the main office, they had the young lady return the call. She told me that they decided that I should pay it, although she, too, could not produce the tape that had me agreeing to it.
I then called the corporate office again, in Stamford CT. The President's office called Dayton and confirmed that I had to pay or they would attack my credit report. I got a letter the next day from a credit bureau that asked for the money and a fee, totaling almost $ 200.00 or they would report me. This is a tactic of a con man or a criminal. Do things fast and do not let the mark think. This entity is a criminal enterprise who has a government license to steal. They have the cable monopoly in the area and do not care if they give proper service or if you get what you pay for.
Remember, the facts are these, they never fulfilled their end of the contract. The amount was never what they promised and they never took steps to make this happen. I had to drop services to get it under $ 150.00 (or $ 150.00 with taxes, which is what they promised). I had to move in order to keep a job and again they did not care. All they want is their money. I have sent the check, for the $ 150.00 plus tax, as I do not want these criminals to ruin my credit, however, they are nothing more than common criminals who care little for customers.