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Billing Due Date Change 3 times in 6 months
By -

What's caused me to come online is the complete lack of caring the company gave me about canceling my service. When I started service my first bill was due October 22nd. I was told that would be my billing due date for each month after. My next bill due date was changed to December 1st. No big deal. Each month after it was off by a day or 2. Once again no big deal but I don't understand why a company that obviously has a varying due date because it goes by a generated statement date doesn't just generate the statement at the 1st of every month so my bill won't vary from month to month.

I paid my bill on the 4th of March when it was due, then checked the web on April 2nd to pay my bill again only to find out my bill due date had been changed to the 27th of the month. Not April 27th but March 27th meaning I was supposed to pay 2 billing about 2 weeks apart. When I contacted customer service about this they kept going over the fact that I was paying for service I had received. I wasn't arguing that, what I was pointing out is they should adjust my bill to help me out since they had cause my account to have 2 bills due in 1 month, and to make me consider staying with a company that is so incompetent.

I was told by the supposed manager of the customer service/ billing/equipment service/everything department there was absolutely no way they could credit the account because I had already gotten the service. When I asked them to credit my next month for service I hadn't gotten, they just did the run around again and claimed if they requested the credit it would be denied. I can not understand how a company can stay in business when they won't even attempt to resolve issues with the customer. I was only a customer for 6 months. I don't ask for much, just my bill to be due roughly around the same time each month.

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Pathetic and Hideous Service - 1 year and problem after problem. No wonder they lost 16 Billion this last qtr
By -

CALIFORNIA -- I have been with TMC for about 16 months now, after buying my new home in their neighborhood. Had been with DirecTV and AT&T for 15 years prior and was reluctant to switch but I thought maybe they have got their act together, as I had heard so many distressing encounters. So glad they don't put people on contracts, that's a huge mistake for them, anyway. The latest incident is my last. I have a 24-yr old daughter - just had a baby 8/9/09 in England so naturally I have been using the telephone a little more than usual. My bill got to $239 so some bureaucrat decided that all of a sudden I was going to stop paying my bills and pulled the plug on my line.

I have excellent credit and never not paid my way. I called them up today spoke with a representative and her supervisor, who insisted they could not unblock the phone so that I could congratulate and speak to my daughter, in fact when they knew it was a complaint call, the mood and tone changed, and I was spoken to as though I was a criminal that had just robbed them, and the supervisor with his bolshy attitude, "I'm Mr. big and one less power than the Lord himself", told me that I had to pay the $239 before they put the plug back in.

As I explained to him my bill usually gets to me by the 12th of each month I pay it on the 15th and you get your money before the 23rd due date and since it was only the 10th I could not see an issue and would pay it as always before the due date. Other issues I had was with the installation, slow internet speed, blackouts on the TV and every time I have called I always seem to get someone with an attitude. Maybe that's why they lost $16 billion in the 2nd qtr, and have laid off almost 2,000 employees. Instead of blaming AOL for its loss, maybe they should look at the grass roots, products, customer service and satisfaction.

My days with TW are over and I will be switching back to DTV this month. As for my Daughter, God bless her, gave birth to a 9 lb, 1 oz girl **. I will have to put my granddad status on hold until I find another way to get in touch with her. God Bless America and thanks for 16 months of hell with TW. It's about time customers unplug TW. TC.

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Poor Customer Service
By -

TEXAS -- I entered into an annual bundle contract early last year to receive internet, phone and cable for one low price. I was nervous about committing to a contract but was reassure by the representative that it will be void if I moved for any reason. The end of the year I had to move and stay with a relative (who already has cable) for a couple of months. When I move I called Time Warner and ask to cancel service. The representative failed to cancel the service. Instead I received a bill over two months later from collections for over $1000 which included a past due + collection charge s+ breaking the contract fee.

I called Time Warner and the representative was loud, talked fast and sounded like she was chewing gum! I told her my problem and she just said there was nothing they could do, that the only way I could be released from the contract was if I was deployed or dead. I ask for a copy and she stated she didn't have one. When I ask to speak to a manager she stated that they would have to call me back. I insisted on holding then she put me on hold for a while. Upon returning, she stated that the manager said they would waive the contract fee if I paid the full amount, signed a two contract and paid the first month of service - that the fee would be applied after 60 days of service.

I never spoke to the manager! I reminded her that I lived with family. I guess she wasn't listening when I told her the first time! She then encourage me to switch my service to their address. How rude is that? I never complain about much but this is crazy! This account has been reported to collections and I will have to pay every penny. I will be moving next week and of course will NOT BE GETTING TIME WARNER CABLE!!!

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Bad Customer Service
By -

WILLOUGBY, OHIO -- We have been with Time Warner Cable for over a year. It wasn't bad at first, but lately it has been another story. In the month of August of 2008 I was having a particular problem with my cable service, and I called to speak to a manager. I spoke to a customer service representative and they told me that a manager would call me back within a hour. Well, I never received a call. Now the cable company has charged us for the next 2 months which is freaking crazy. I called and just so happen a manager picked up, so she say she was a supervisor.

I was a little outrage on what was going on with this bill, and she informed me that they couldn't do anything about it. Yes I was on the pissed off side and was screaming because she gave me no real excuse on why they charged us for two months in advance. So as a grown woman I apologized for screaming and she told me that it really don't matter to her. What kind of zoo are they running. Then to top that off they keep stating that we are behind 2 months. I told them that isn't possible when we pay every month whether it is on time or not we do pay! I then asked them to inform me what month didn't we pay they never could actually tell me that info.

Another incident was when my husband was having a fight party, and he went to order the event a message popped up saying to call your cable comp. So he called and they bring up this 800 dollar bill again, but the thing is we are only passed due about 150 dollars. My husband offered to pay the amount by cc and the CSR says that he can make the payment, but it won't post until tomorrow. Therefore, we still couldn't order the event. (This I don't understand because if our service was disconnected and we made a payment they would restore our service in 30 min. This to me was straight **!)

So my husband was furious and asked to speak to the manager and the first time the CSR told him that they were all busy. He called again and they told him that there are no sup. on this late, it was only 9 pm eastern time. So the story ended as no fight party and the people who was already over had to go somewhere else. That was so damn embarrassing that it topped the cake, and I am calling DirecTV tomorrow. I really hope they either shutdown or is bought out by a better company.

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Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PAINESVILLE, OHIO -- I have Time Warner cable and I've ended up talking to their customer service more times than I wanted to. I'm on disability and don't get that much money so I've tried to get my services lowered numerous times and have tried to work out payment arrangements with them. They are a total nightmare to deal with. I tried to get a few services dropped and I was threatened that my bill would go up because I'm in a package deal and that's a bunch of nonsense because I would only end up having one service and how would that go up? I'm going to call them back today because they tried to intimidate me into thinking that. They are rotten.

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Cancelled Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW YORK, NEW YORK -- Where to begin? Well, let's start with the fact that after 3 attempts to get a date for a technician to come following a planned move, the original date Time Warner confirmed was not a date we had given them. Then to top it off, we had our service cut off on this fictitious date even though we had informed them we were not moving. The service desk told my wife the service could not be restored remotely and would require a technician to come - the next day.
After waiting on the day the technician to arrive, which they did not, we called to ask where they were. Get this, they called the number they had disconnected and since we did not answer did not bother to show up.

Then the little geniuses after several more painful attempts to call their customer service on our mobile phone called the land line and had managed to restore service remotely. Wow - to think we pay them good money each month for this kind of service. I say - break up Time Warner into small pieces and let the competition in each sector they operate in feast on their incompetence. They should not be allowed to offer their service to the public let alone charge for it!!

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Poor Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

At approx. 9 pm PST on 3/4/2012 ordered by phone the CD offer. Called at 8:30 am PST wanting to cancel... There was a long wait followed by "NO cannot cancel", then an ongoing product list of offerings, i.e. Trip to Orlando, Disneyland, Cruise. As I kept informing the gentleman that I did not want to purchase anything, he kept on it. Said finally he could not cancel the order as it was already at the shipping point (less than 12 hours on a Sunday!!). He did offer me a 20% discount. That never happened.

Again he went on offering me different deals. Did not understand what "NO" meant. Very pushy Sales group, annoying to say the least. I'm 82 years old. The TV ad was unclear. Yes, at my age I do enjoy good music, but at over $16.00 per CD and on Social Security Income ~ Outrageous Acct # assigned **. Order # **.

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Horrible Cable Company!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN DIEGO, CALIFORNIA -- Time Warner Cable company is possibly the WORST cable company I have ever used! Not only does my internet SUCK, but it shuts off between the hours of 1-3! Cable is a completely different story! I have had it for over a week, but have not been able to watch it yet! They are now telling me that I need to pay extra for a box when they are only giving me 24 channels, AFTER I was told I was getting 2-75.

So not only did they sign me up for something different than I was told, I now have to purchase a box on top of that to be able to watch the cable that I have been paying for. Every time I have called to ask about the situation I have been given different information and different prices. The supervisor also let us know that we will not be reimbursed for anything. Not even the cable that we have not been able to watch because their technicians and company can't figure out how to set anything up! If you are looking to move, I recommend moving to an area that is NOT covered by Time Warner.

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Liars!
By -

Worst liars ever. Sold me a plan for a $ that was untruthful, gave me the wrong exchange for my area, billing totally wrong, and left me on hold on my CELL phone burning minutes to the tune of $240 in overage fees. Said they can't compensate for cell bills but WOULD credit my Time Warner bill and I had to call for MONTHS. Filed a FCC complaint and their corporate office told the FCC blatant lies.

Time Warner corp has a record of how many calls I had to make to correct the problems (at least 30) and no resolution. I cancelled it ALL and went with DTV and AT&T for phone & DSL... Time Warner will NEVER EVER have my business again and I will share my story with EVERYONE I see.

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Incompetence!
By -

DALLAS, NORTH CAROLINA -- Time Warner Cable is one of the worst cable/internet companies I have ever dealt with. I have at different times in my life had Dish Network and DirecTV and currently have AT&T and although all have certain issues, none compare to Time Warner in the "issue" department. Time Warner has terrible service and equipment, they have incompetent installers and rude customer service reps. Upon terminating service you will have a credit (they bill you a month in advance) and you will have to wait 60 days after cancelling service to get the credit, or so I have been told. I am still waiting on the credit!

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1.8 out of 5, based on 8 ratings and
60 reviews & complaints.
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Time Warner
75 Rockefeller Plaza
New York, NY 10019-6908
212-484-8000 (ph)
212-956-2847 (fax)
www.timewarner.com
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