SAUGERTIES, NEW YORK -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
In June I decided to try Time Warner's Triple Play package. I called for an appointment. They sent 2 guys on the appointed date (late in June).
I had stepped out my door to let my dog out & noticed a rickety white van sitting in the middle of the street with Florida license plates. It said Time Warner Contractor on the side, so I waved them over. The driver was on a phone or radio at the time. He stepped out & told me that since my house number had changed from 24 to 27 they couldnt do the job that day. Would have to reschedule. He asked if he could use my phone to call it in. As we walked inside his passenger followed. This 2nd guy didnt even have the courtesy to say hello or smile or grunt, and he was filty dirty, looked like he hadnt showered in a month!
While the driver was on my phone (by the way, he was talking on something from his truck so as we walked into my dining room I was thinking why does he need to use my phone...but oh well, we were in the house now)...the 2nd guy was looking all around my house. When I put something into my purse he looked like he was going to dive into it. He really gave me the creeps! I tried to engage him in conversation by asking where in FL they were from, etc. I got mumbled one word answers from this guy with looks that said, lady why you talkin to me. The appointment was reset for July 5,2006. but, I decided right then & there that they were not coming back into my house.
During my initial call to TWC I was told that if I had to cancel, just give them 24 hr notice. I also mentioned that I have heard good & bad about digital phone service & voiced my concerns as I do work out of my home most of the week (as a Real Estate agent) and my husband recieves his overtime calls any time of day or night. I was assured that if I didnt like the digital service it would be simple to just switch right back with just a phone call to TWC.
I called TWC on July 3rd to cancel installation. The person I spoke with never cancelled the installation so another guy showed up on July 5th. (I dont know why but he wanted to know where the main box for the security system was & also said he would have to drill a hole into the new vinyl siding to do the installation) My husband told him I cancelled the appointment & sent him on his way.
On July 6th (my birthday) I tried to call my husband at home & recieved a message 'this number is no longer in service.'
Since then I have spent countless hours on the phone. Time Warner says I have to call my phone company to have the number ported back. My company was Trinsic. They say I have to call Verizon. Verizon said I was never a customer of Verizon, nothing they can do. Over & over I called all 3 companies over the next few days, and just kept doing these circles...each one passing the buck to the next.
It was finally decided that I could get my number back (which I have had for 28 years & dont want to change for many reasons) if I became a Verizon customer. OK fine. I would have service back by July 21st, much too long for my business to be without service but my hands were tied I guess....so I agreed...as long as I didnt have to have those creepy guys from TWC back to my house
Yesterday, July 17th (thinking OK its only a few more days without a phone)...I received a call from Verizon telling me that TWC cant or wont release my number. I am now back to square one!
Karen/Verizon only suggestion was to let TWC hook up the lines. I WILL NOT HAVE THOSE CONTRACTORS BACK IN MY HOUSE & WILL NOT BE FORCED/BULLIED INTO IT! (Early in this fiasco I was told that once a cable company gets your number, they own it) What gives them this power?
Today I called TWC, spoke to Patsi/ref # 212906. I didnt even want to explain the situation to her again, asked to speak with a supervisor. (Have done this after getting no where with several other TWC employees..they put me on hold for 10-20 minutes, then each & every time came back on the line to tell me there is no supervisor available at this time, they will have to call me back). So before Patsi did anything I told her before putting me on hold make sure there was a supervisor available. She was (the 1st) very honest employee to tell me that from her position she could not connect me with a 'district' supervisor. She is setting up a conference call between me, Verizon & TWC. I am waiting to hear when this will be.
I mentioned to her that the operator who originally was supposed to cancel the service call never did & other TWC employees told me there was no record of my ever calling to cancel on July 3rd. Patsi said there IS a record....but, the operator who tried to cancel got an error message saying that it couldnt be cancelled & he did nothing to follow through. This person is to blame for this entire mess. They should have called a supervisor, or at the very least, called me back to let me know ...not just allow my telephones to be shut off!!! I have a verifcation number written down from one of the early contacts...I believe it may be the actual cancellation call...#759001.
This goof is costing me thousands of dollars by this time. It is an embarrasment to have people call & get a message that sounds as though I dont pay my bills.
As a resolution, I would like the following:
I want my phone service back with a phone company, not Time Warner Cable! I also want my same phone number as it is tied to my business as a Realtor & my husbands job, and friends and family in other states & other countries have this number.
Im sure I wont get any kind of compensation for my losses. These huge companies that bully the little guy have got to be fined when they pull things like this.
Just for my knowledge: Can someone explain to me why they hire contractors from Florida to do the work herein NY? There are plenty of guys right here in the area that would appreciate the job & give TWC a better reputation.
Please contact me if you need more details regarding this incident.