Time Warner Cable Complaint - Bait & Switch
I ordered service from Time Warner Cable based on an online promo I saw on their website. I was to get Cable and Internet service for $79.99. I ordered an additional box which was $6.99 and I was told that my total, including tax, was $94.00 (and some change). This price was confirmed in a phone call before my installation date on 06/23/11.
When I received my first bill, I was charged $109 (and some change). My first contact was via chat and it was confirmed that I was to pay $79.99 + tax. Please keep in mind that this charge includes being charged for 2 digital boxes; the online promo says that one box is included.
My next contact was with Velma, ID #PVD on July 22, 2011. I explained my issue and she said that my recorded calls would be pulled by a supervisor to confirm and I would receive a call back. After waiting a week, I didn’t hear from her or anyone at Time Warner so I called back. On 07/28/11, I spoke to Fernando, ID # 12634 (FOM). I told him about my previous conversation with Velma and he looked at the notes. The notes that Velma took indicated that I hung up and didn’t provide all the necessary information necessary to have the calls pulled. A total lie and an excuse for someone not wanting to do their job.
I haven’t received a call back from Time Warner as of yet, but wanted to let you know about my experience with the company so you can decide if you guys want to deal with them. Their chat is a joke too...
me: I appreciate your help ( I thought she was even gonna try and help)
agent: thank you for appreciating
Everything went downhill after that coz she had no idea what she was doing. I also sent a complaint with FTC.
Filed with BBB and here's TWC Response: the surf n view package IS $79.99, however, you have 2 cable boxes, the 1st one is $7.99, the 2nd is $9.99. for a total of $97.96 plus tax, as agreed upon during the Sales call.
This wasn't what I was told because I kept verifying the price including tax and they (2calls) kept agreeing to $79.99 plus tax.
BEWARE the cable amount on the web doesn't include a box as you can see in their response. Since they PAY the BBB a fee, TWC isn't worried about their A rating being affected. They'd rather lose their customer than work with a $14 discrepancy.
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