Time Warner Complaint - TWC Has Employees That ARE Dishonest!
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 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 and get this resolved.