Time Warner Cable - Worst Customer Service Ever
Customer Services - Complaint
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. Sohere 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.