Time Warner Cable/TV Service - Page 2

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Unethical handling of Time Warner Cable payment check
Posted by on
Hello, I have been with TW Cable now for 7 years. Most of the time paying $200+ in monthly fees. Recently, I accidenally wrote a check for $298 to TWC on an account that I rarely use...and the check was returned to your colections dept 3 weeks later and my services subsequentially were shut off immediately. I had also paid the statement balance off over and above that $298 a few days afterward the original $298 payment...in cash leaving a Zero balance. I made good on the $298 returned check + all TWC service charges that were added the very next day after shutt-off at a local TWC office. When I returned home I checked my bank account and only then found out that TWC billing had tried to put that check through 3 separate times on that account drawing a $35 service charge on my account each time for a toatal of $105 in bank charges. I immediately called a supervisor in billing dept and told him the situation. He stated that it was NOT company policy to put the check through multiple times and that I should FAX a copy of my bank statement to TWC banking services dept for a credit for 2 of the 3 bank service charges. I had actually called more than once and was told both times that it was TWC billing policy to only attempt cashing a check once before it is returned. Both supervisors also stated that I would be given a credit for those charges if I faxed a copy of bank statement to your banking services dept. So, here I am two weeks later after doing exactly what I was told and I get a voice message form TWC banking services dept saying that I will get ZERO CREDIT for the bank charges! Why was so much of my time wasted and where is the mitigation of financial hardship or damage to the customer who is obviously not in a good financial standing at athe moment anyhow. Why would you people so frivolously try and exacerbate a situation from bad to worse by shoving a check through a customers account over and over at $35 a pop!!!??? Anyway, I have never been so kicked and run around so carelessly and recklessly by a utility company as I have with TWC. So, after 7 years this where I say goodbye to your company. I have cancelled my service as of May 1st and will go to FiOS or Satellite service. Don't really want to...but I am disgusted by your company's callous actions. I was really surpirsed that the last Supervisor would actually let me cancel my service rather than give me a measly credit of $70 when I pay you guys nearly $1700/year! Especially, when you caused me unnecessary cost and hardship!
I have got my parents and my sister to follow suit in cancelling your service as well.....after all, family's got to stick together! Total damage to TWC....probably about $5k per year lost revenue.
You guy's really know how to shoot yourselves in the foot!

Huntington Beach, CA

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marcusn85 on 04/19/2010:
it is normal company policy to run nsf checks through at least 3 times in order to try to receive pymt. I have to saide to TWC on this 1 you are the 1 who submitted the NSF and you have to be an adult and accept the consequences of your actions
PepperElf on 04/19/2010:
you know, you can pay your twc bill online.

then you wouldn't have to worry about having a check bouncing. it's the same price to pay online as it is to pay via check I believe.

the only downside is that ... if there's no money in the account, the bill can't be paid online
though in that case a check won't work either.
OUT $1776 for 4 years on 10/14/2013:
TWC applied 18 payments from my bill pay to a relative's account 3 years ago. I called repeatedly as did my relative. We finally compared notes and figured out what happened. These errors took from 2010 to 2013 October to be rectified. They would not refund my $1700 until my relative agreed to pay it...even though they had alerted TWC of a small bill repeatedly. I had to go through corporate escalation for 14 months to get my refund. Email everyone you can find with each correspondence, HINT: They can never hang up on you...so once on the phone they are at your mercy. A 2 hour call finally got my refund within a week.
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Don't transfer TW service without expecting a ding to your account
Posted by on
CHARLOTTE, NORTH CAROLINA -- Terrible experience in transferring service from one unit to another in same building/complex. Bill from original unit paid in full on 3/19 for service period 3/19-4/5. Service physically transferred to new unit on 3/20. Service at original unit not disconnected until 3/26 (told that they are short handed). Attempted to charge me twice for partial month services at both units. Contacted Customer Service once to be explained that due to lack of disconnect for almost a week an additional 2-3 days would be necessary for that action to reflect on my account. I end up with a $200+ balance along with a friendly disconnect notice and 2 phone calls to my home on 4/5. Contacted Customer Service again to ensure that my account showed proper credit and comments. Get automated message telling me I owe 64.55 now. Rude representative Yvette stated she saw the credits but wanted to know when I would pay. I indicated that the bill was not even due until 4/18 and she said she would put down that she "won't pay until the due date". I did not want an inappropriate comment on the account and asked to speak to a supervisor. Waited 5 minutes and had to hang up and called back. Got Yvette again. After another 5 min wait, Steven Smith comes on the line. After again explaining my concerns and how I felt it was inappropriate for Yvette to make the statement she did, Steven would eventually make a comment to the effect that he would listen the tape to ensure the representative indeed made the comment. And it gets better! As I expressed to Steven that his statement saying that was uncalled for (I hope someone listens to the portion of the tape with his conversation as well) he said 'what else do you want me to do?' I did not raise my voice, I was not belligerent, and I did not use foul language. I just pointed out that I felt I was a very good customer for 13 yrs who spends over $1200 with TW and hoped for a better experience when trying to do the right thing by continuing to make sure TW and I both agree the account is in good standing. Steven took it upon himself to then basically say that TW settles with me each month when they provide the channels. I may not spend the most, but I do not spend the least and I would think for that amount the billing/transfer process would go a lot smoother. Steven assured me he would take care of the calls that had come to my home phone already so they would stop but guess what-just got my third call in less than 24 hrs. 3x to get resolution on being labeled a 'disconnect' when in fact the previous month bill was paid in full and the upcoming bill not even due for weeks. All I did was move the service. I get double billed, credits take weeks to appear, and 'customer service' feels that because they provide the cable customer service is negotiable.
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beanbagbritches on 04/10/2010:
OK, it's not fun when the billing system double bills for service. It sounds like you need to go over Steve's head to his boss & have a chat with that individual. I worked in this industry for many years & it sounds like this supervisor was following protocol. When speaking with Steve's supervisor, remain calm & explain that you were double-billed in error. If there is further confusion on either end, ask to have the supervisor review your billing statements with you. Sometimes, reviewing a billing statement line by line will help both people better understand what is going on. Good luck to you & if this supervisor doesn't help you, ask for the next supervisor & keep going up the line.
Johnx2010 on 04/16/2010:
Going up the line further and further doesn't always help. In my past experiences, the higher you go the less they know. (in regards to account issues anyway)
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Poor Information Management
Posted by on
WILMINGTON, NORTH CAROLINA -- In late October I contacted Time Warner Cable to inquire about transferring my cable and internet service from my current residence to my new residence a few blocks away. The Time Warner representative told me that would not be a problem, to hold on to my cable box and modem, and asked for a time when a service technician could come and install it in my new home. I was headed out of state for the month, and gave the contact information of my roommate to Time Warner so they could arrange a date to transfer the service.

Upon my return in late November, I found that neither the cable nor internet was working. I contacted Time Warner, and found that my account had been terminated and a new account had been created in my roommates name. The service technician had installed a new cable box and modem, leaving my old equipment in the house. The service representative whom I had been talking with then sent a technician back to the house to determine the problem with our cable. When he arrived I asked about the old equipment and he said he could not take it with him.

Shortly thereafter I received a phone call from Time Warner stating I owed them over $400.00. I inquired about the charges, and was told they were for the cable equipment I never returned. I informed the caller that Time Warner had never told me to return the equipment and that actually I was told it was going to be used in my new home. Following that phone call I promptly returned the equipment to the Time Warner Store in the Independence Mall.

While at the store, I asked the Time Warner representative behind the counter if my account was now settled in full. He said it was.

A week later I received another bill from Time Warner. It stated I owned them around $53.00. I called customer service to inquire about the charges. The service representative told me that $50.00 was levied on my account as an early termination fee, and the remaining $3.00 was for the final days of my service. I told the representative that Time Warner had terminated my account without my consent. After checking the call logs he determined this to be true and removed the charge from my account. I then settled the remaining $3.00 charge.

Two weeks later I received a threatening letter from Time Warner Cable demanding I return the cable box and modem... the very equipment I returned over two weeks ago. I called customer service once again and was told they had no record of my account.

This whole ordeal highlights an internal communication and information management problem within Time Warner Cable. They are incapable of managing simple account transfers and subsequently manage/track modifications to that account. This basic incompetence has lead me to question other aspects of Time Warner Cable, such as the security of personal information, including banking information used for online bill pay. I strongly recommend utilizing another cable provider if possible.
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beanbagbritches on 12/23/2009:
It sounds like an great deal of miscommunication happened here. I know it is inconvenient, but I suggest you stop by your local office & speak with the rep there. Explain the situation about your attempt to transfer service and the misunderstanding with the equipment. You may wish to bring along the threatening letter & ask the rep to fill out a "lost equipment form" (yes, they exist) to stop the letters & threats regarding any equipment that was returned. Also, if you have anything listing the serial numbers of your equipment (your initial installment paperwork, perhaps a bill), you may wish to bring that along as well. I hope this information helps you because it sounds like this has really gotten frustrating. BBB--(Former TWC Rep)
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Transfer of Services... Is there any help out there?
Posted by on
ROCHESTER, NEW YORK -- 8/20/09 Called Time Warner to notify we were tentatively moving into a new home, but was unable to give date due to well water issues. Spoke with Alex, who informed me I would be able to keep my current equipment and they will install into our new home (he was aware this was a newly built home).

8/27/09 Called Time Warner spoke with Larry and requested our service be transferred over to our new home. He was unable to complete service as our new home was determined to be "unserviceable", he cancelled the service for our old home and a bill would be sent for that. He said he would have to send out their "construction" team to check home and he would call and let me know results. I asked about the equipment and he said I would have to return it or pay for it. I explained what Alex had instructed me and he said he would note I was keeping it because we planned to connect the service. He told me that he would know something in 7-10 days, but since we had already been waiting he told me he would call and update me tomorrow.

9/3/09 Called Time Warner and spoke with Keisha. I informed her of above and she checked our account and informed me that the construction team came out and checked our home and it was determined to be "unserviceable", that we need to return the equipment. I told her it might be a few days because the nearest site to us was Webster (30-40 minutes away) and I had just broken my toe, so walking was painful. She told me that was no problem.

9/3/09 Called a [snip], who left a Time Warner cable brochure on the door of our newly built home weeks before we moved in (actually before we even bought the home). He told me he would call and check with his construction people on status. I asked about the equipment from previous home and he said he would stop by tonight, he would be in the area anyway to get a signature from another client and would update me on status. He never came and never called again.

9/4/09 Called Time Warner again, could not understand the name. They informed me that construction had indeed come out on 8/28/09 and deemed our newly built home unserviceable. I asked why because many of our neighbors had the service, why couldn't we when we lived practically next door. They informed me a letter was being sent to our new address about installation and fees we would need to pay in order to set up service at our new home.

9/5/09 My husband called Time Warner and spoke with Jennifer, who told him that the construction department was looking into the installation.

9/7/09 Received final bill in the mail. Was charged approximately $200 for the equipment that I was told to keep at one point, told they would pick up at another.

9/10/09 Still have not received a letter from construction department (do they even exist?), am very frustrated. No one seems to be able to assist us with this. I keep getting pacified by their customer service department, with promises to notify me and keep me updated, which never occurs. I definitely would not recommend this company to anyone after this experience. Too bad there is not enough competition in this area.
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tnchuck100 on 09/10/2009:
There is usually competition available. DirecTV and Dish Network. Poor choices, I grant you. But it is an alternative.
MaggieMcT on 09/10/2009:
DirecTV is not an option, unless you're a glutton for punishment. We've had much better service from Dish than DirecTV ever dreamed of.
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Poorly Running the High Speed Monopoly
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PULLMAN, WASHINGTON -- I live in a fairly small college town where the only option for any sort of internet connection over 5 megs a second is Time Warner Cable. This is unfortunate because that it is an extremely poorly managed business where mistakes go forever uncorrected and frustration is met with the silent treatment.

I've been a Time Warner customer one way or another for about 3 years now, and for the full three years I've been saying the following: I wish we had Comcast here. But since that isn't the case I've had to put up with Time Warner without any other option to connect to the internet with a halfway reliable connection.

I say halfway reliable because if you live in an apartment complex you can expect several lost packets and highly inconsistent transfer rates, but if you live in a house or duplex you can expect fairly decent rates.

My biggest complaint however lies within the terribly uncoordinated customer service, chock full of miscommunication and underestimation. When my roommate and I prepared to move into our new apartment we called Time Warner to have our service moved, which was no problem until the unit we were supposed to move into flooded. Naturally, my roommate called to cancel the move and continue our service at our current location at the time. Time Warner assured us this was no problem and canceled the move from July 1st to August 1st, knowing we would be in our new apartment by then.

However on July 1st, the day we were supposed to move into our new apartment, Time Warner visited our new place and called us, informing we had missed the appointment we knew we had cancelled, and on top of that, they disconnected the internet at the apartment we were living in until our new one was fixed, so we were without the services we were paying for.

We called Time Warner to let them know of this mistake, and they told us it would be weeks until they could come re-connect the internet at our old apartment. After several phone calls expressing our disapproval Time Warner finally sent a technician days later, instead of weeks, to re-establish the connection by removing the service blocker, which took maybe 2 minutes.

I would have been halfway pleased with this "prompt" resolution to their mistake, unfortunately Time Warner saw this reconnection not as an appointment to rectify a mistake, but to permanently change our service to the same address we had kept. So, much to our chagrin, when August 1st came around Time Warner was nowhere in sight. We called to find out why they had missed the appointment only to find that they had canceled it altogether.

Once again we called them over and over to have them come fix the mistakes they had made, only to have them assure us that it was a busy time of year and it would have to be 12 days until they could come reconnect us. After being transferred to what I can only guess was half the staff, telling them that I knew for a fact it took 2 minutes to remove their service blocker, they told me that there was absolutely no way to squeeze in these 2 minutes to rectify the mistakes they had made over the last month until August 12th.

After several more phone calls and a lie to a customer service representative I finally got transferred to a supervisor who was out of his office. So I had to leave a message, explaining the situation and letting him know I was very much looking forward to talking to someone in charge. He hasn't called me back.

The part that bugs me the most is that they are the only high speed internet provider around, and whether or not they know it they should at least make an effort to make up for their mistakes, since I know that they happen to everyone. But instead these mistakes are left to be made without any sort of compensation while you have to talk to a CS representative who knows nothing about computers, the internet, or the services the company he works for provides except for what the booklet of pre-chosen responses to frequently asked questions tells him.

So basically what I hope you'll pull away from this is that if you are looking for high speed internet, Time Warner is the way to go because it's the ONLY way to go. But prepare to be reminded constantly of this, because during your tenure with this company you'll constantly wish for something better which doesn't exist. But if you're one of the lucky few who has the option of going with Comcast, don't consider Time Warner for a second.
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MSCANTBEWRONG on 08/12/2009:
I have TW and have had no issues with them. Maybe its just the one in your area...
TWC Vendetta on 08/13/2009:

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TWC Has Employees That ARE Dishonest!
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LOS ANGELES, CALIFORNIA -- I have absolutely had it with TWC. Their scripted customer service agents are a joke! I paid my bill this past Thursday. My son had mentioned that "someone" called our home asking "do you still want your cable?" If not I can "hook you up with a cheaper package but would not disclose his name." My son declined and told "him" to call back and speak to me.

This past Sunday we come home to find a green notice on our door that our cable had been disconnected. We immediately call TWC and was told several times that "your cable has not been disconnected - your account is in good standing." While I am getting lousy service from this representative who is repeating her script, my husband calls the cell # noted on the green notice and goes into a voice mail that just says "leave me a message." No business or name or anything. He tries the number again and a guy picks up and my husband asks him "did you cut my cable off?" This guys proceeds to ask for our street name and that he could "hook him up with better service for less." My husband started yelling and him and told him to get back to our house and turn the cable on. So I relay this guys comments and cell phone number to the rep at TWC who refused to take the phone number or take any additional steps to verify the fact that the cable had indeed been disconnected.

I requested to speak to a supervisor who basically said there was nothing they could do and that the earlisted they could get a technician out was the following day. She sounded as if I had just woke her up from a nap or something - I had to ask the supervisor to speak up. I also asked for her manager but of course she was the only supervisor there. She then proceeded to place me on hold until I "calmed down."

I hung up and then called the phone number on the green notice starting with a 310 and 866 area code. Neither number stated the name of the company. (I could barely understand the person on the recording)The notice also said "do not go to any office and make a paymenet." RED FLAG. The notice also said to call the numbers on the notice and they would have a field rep come out where we should pay by cash, money order, or credit card. ANOTHER RED FLAG. This appeared to be very suspicious. We almost called the police because we thought there was some kind of scam going on.

Did I mention that when the guy offered to "hook us up" that he got a major attitude and hung up on my husband?

Yes we were both upset, never cursed or used any bad words but they could not handle the fact that an error had been made and we had the right to be upset. No one knew how to fix it because they train their staff to use scripts. NOT THEIR OWN BRAINS.

This is the MOST horrible service I have ever received. TWC sucks! The other thing that happened was the person who left the notice went in our back yard and removed something so that the cable would not work and we believe he did it in a way where it would not show up at the TWC office. We could not understand why the office kept saying the cable was on and that it was getting a signal and this mysterious field rep was saying he disconnected the cable. Why would their systems show two totally different things?

I'm concerned that TWC has unscrupulous people working for them and that these same people are giving inside information to others so they can call people and say "we can hook you up" which means boot leg cable. Out of all three representatives no apology was offered, no real solution and I had to keep calling to try to get this resolved.
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*Brenda* on 03/04/2008:
That sounds like a scam!
Anonymous on 03/04/2008:
Why didn't you call the police?
MSCANTBEWRONG on 03/04/2008:
It sounds to me like someone is doing some bootleg cable installs and you are caught up in it. You should have called the police.
Anonymous on 03/04/2008:
I'm with Ken. Why didn't you call the police? Obviously it was a scam. The police could track down these people via the telephone number. Cable television is considered a utility and as such whomever is tampering with it could find themselves in serious trouble. TimeWarner did not handle your call properly and you have a valid complaint, but that does not make them dishonest.
TWCsucks! on 03/20/2008:
Sorry guys I had not logged on for a few days. The reason that I didn't call the police is because after talking to a friend who works there at TWC - I was told that they do use contractors. In my opinion he basically said when contractors are used they are not always the best when it comes to service. I do wish we had called the police at the time because I do believe that something fraudulent was going on. I've let a lot of time pass.
TWCsucks! on 03/20/2008:
I do agree JohnInSoCal that this does not make them fraudulent. They did not handle the call properly. However, I'm wondering how many calls they got like mine and turned their head. The people they employ contractor or not are a reflection of the company. So I give TWC a thumbs down when it comes to service and would not recommend them at all. Just my 3 cents.
TommyNC on 02/12/2012:
I would have called the police. In my area TWC can check to see if your service is online provided you have a cable box or internet service.

I don't like the idea of contractors . Contractors tend to hire warm bodies to fill spots ...some learn as they go... no way for good customer service. Some in my area don't even speak English. I had one come to my house and sent him away and then called back to have an English speaking person to come to my house.
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The TV Cable Service Has Been Down More Than 3 Dozen Times Since Mid January
Posted by on
Rating: 2/51
ATHENS, OHIO -- Our son is a TV news producer on a channel only carried by Time Warner. We got the extended package to see his work once he changed jobs from PBS. The DVR has been a nightmare. I've kept a log of the first 24 calls since January but misplaced it. One day last week I was cut off 4 times in quick succession. Nearly all of the cures involved waiting while the tech person coached me through rebooting the DVR. This took about 15 minutes and was enough time to usually miss his piece.
Even more aggravating is when I switch to another channel during an ad during his program and when I return I'm frequently presented wish a black screen that says his channel isn't currently available. When I call tech services they say it usually has to do with sunspots. If NBC, CBS and ABC can broadcast through a satellite from New York to Ohio 24 / 365 why can't other stations???
One nice thing about Time Warner is that their service people who visit the house are decent folks totally different species from the ones on the phones.
Another is that TW internet troubleshooting has been quite helpful over the years. They even speak Mac!
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Poor service
Posted by on
Rating: 1/51
MCKINNEY, TEXAS -- I had a horrible time getting correct installation date. I had to change date and called in but they could not even find order in McKinney tx I had a confirmation number but still had to redo order. I set up installation and two guys came out and set up cable TV. After they left I tried to turn off TV with remote. It made a horrible sound. I called back to technician and he told me to turn off TV manually I touched box and it made a loud sound and the tech heard it over phone and told me not to touch anything someone was coming out to change box. the next day white spots started showing up a few each day until my TV was not viewing I called time earner and they sent a representative out to check my TV and said he would pull the first cable box in warehouse that was first installed. I got a registered letter from this man and he said cable box was OK and time Warner would not be responsible for my destroyed TV.
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Maintenance Crew cut my 75 year old mother's service and left cables loose for pets and children to get tangled in in her yard
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DAYTON, OHIO -- My widowed mother's cable service (phone, TV, internet...) was working until a Time Warner cable crew came in her backyard to do maintenance work on a Friday afternoon. By the time they left, hours later, they had cut her drop disabling her service for hours and did not come back to finish the work that evening. They left cables strung about everywhere and left the fence gate open, leaving the possibility of our dogs getting lost and the kids getting strangled. I called Time Warner telling them about the incident and they ensured me they would have a crew out there, hopefully that evening. Again, I need to emphasize she had all her services working prior to Time Warner's crew's arrival. Fast forward to Saturday, where now my husband is arguing with Time Warner as to why they have not fulfilled their promise. When he inquired about the incident progress, he was informed they were going to try to fix it by the end of the day. Totally unacceptable. They can break their own system and not fix it is the bottom line. They said "their technicians are all booked and we squeezed her in." Really nice. Judging from the other comment regarding this company, they couldn't care less.
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trmn8r on 01/14/2012:
They did say that she is on the schedule for today - these days it can take a week to get service under normal circumstances. It is unfortunate that they accidentally disconnected her - I hope it does get fixed today.
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Don't be a sucker for the ads!
Posted by on
For the past 10 months I have experienced terrible digital reception from Time Warner in El Paso, TX. I have reported it over and over. Technicians, head technicians, supervisors have all come over and over again to tell me there is nothing wrong with the equipment in my house or in the line to my house. But the problem persists. I figured out months ago that it must be a problem in the equipment/infrastructure that serves my area, but because of the way Time Warner responds to customers there is no way to get Time Warner to admit it or fix it. Last week TWO supervisors were at my house, saw the problem, admitted that it must be a "node" and then left. Not another word. Won't return calls. No way to register a complaint any higher in the Time Warner system because they block the customer from being able to speak to any one except at the lowest level (if you scream and holler enough you may get a supervisor). I am now convinced that Time Warner in El Paso knowingly sells a product they know they cannot deliver satisfactorily. Don't fall for the great ads! Choose any other service in El Paso, I'd say.
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