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 (Magic Jack) 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 Magic Jack 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.
COLUMBIA, SOUTH CAROLINA -- Last month, I tried to transfer my phone from TWC to Magic Jack. After a month TWC customer keep lying to me that my phone number still with TWC at the same time I chat with magic Jack who told me that the number had already transfer. Then, TWC offer me the deal. Once I have the deal with TWC I found out that my phone number was with Magic Jack. I have to pay to port out the number to TWC and installation TWC and I still have to keep my payment to TWC every month. Be careful to talk to TWC customer. I am still looking for the way to get rid of TWC.
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 run around. 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 "its 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 can not talk to their technical support people. The arrogance and stupidity of their scripted messages is too much to listen to.
YOUNGSTOWN, OHIO -- My elderly mother's TV cable collapsed due to heavy ice on the Saturday following Thanksgiving. Despite the fact that she placed three calls (all to outsourced workers), no appointment was made with a local technician, even though each representative had indicated that she would receive prompt service within 24 hours. I finally spoke to a representative by phone on Monday afternoon, and I was informed that no appointment had been made, despite the earlier phone calls. The representative went on to explain that a technician would not be available until Wednesday morning--even though a live cable wire was lying in the middle of the street. Finally, my mother was able to reach a domestic representative of Time Warner, who expressed concern that the severed cable was lying in the middle of a residential area. This representative indicated she would send a technician to the site immediately. My question is, how did such a potentially dangerous situation persists for so long, despite numerous phone calls to company representatives?
SCHENECTADY, NEW YORK -- After 2 years, I need to cancel my internet service. Time Warner puts you through a convoluted phone labyrinth on which when you finally make it to the right representative, the call fails. It has been 4 times of phone failures, pretty sure they just hang up on you. I've wasted an hr trying to cancel so far:
The conversations I had with the representatives were full of questions and misleading initiatives to prevent you from canceling the service. They unreasonably believe that you are asking their permission to disconnect- someone should explain them that we customers have the right to end the service we don't want to pay anymore. Period.
Time Warner - this is so not the way to retain customers. Everyone out there watch out! I certainly will never trust Time Warner and spend my money on their services.
CINCINNATI, OHIO -- Since the first day when the cost of my phone service was quoted as $19.99 per month with no hook-up fee, my bill has been a mess. The first month I was billed $165.48! When you call, you cannot get past the low-level representative who is speaking to you from overseas. They have no power to correct your bill, nor transfer you to anyone who can. I have spent hours on the phone with them trying to get someone to fix my fairly straight-forward billing errors.
Bottom line: I would NEVER get mixed up with TWC again and recommend strongly that others avoid them.
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 night mare... They have on time guarantee for the technician appt. All they Thr they game the run around, 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 an 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 an 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 raw 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 run around, 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.
AUSTIN, TEXAS -- This not about my 4-year saga to get a $1700 refund...but rather about how to end it.
Write a letter that completely tells the saga. Then search the internet for TWC Executive Emails. You can easily find 20. Learn the email style...Name.Name@TWCable.com then include the execs whose direct email you can't find. Also include Time Warner execs. They sold it off a few years back but forward them to good emails.
Start with a plea. Will someone please help me.
Then the story. Double send each one. Someone will get back to you within 24 hours. They won't be able to help...but they will give you more things to write about. Do the mass emailing 5 times and it should be fixed. Apparently there is a huge corporate sensitivity about calling customers back and not hanging up on them. Include any bad behavior in the emails.
Ask for people to be taken off the issue and a supervisor to be the replacement...do this 3-4 times.
When you get to a senior enough person, have a 2 hour call. They cannot hang up on you. Your check or solution should be there in a week.
I was only nice and cordial if I knew the person had told me the truth 100%. or if they repeated the same situation without changing their story. "Thank you for just telling me what I know to be true...you must be one of the good ones. I've held you long enough. When can we speak again..,"