Time Warner Cable Complaint - Worst Customer Service I have ever experienced!
SAN DIEGO, CALIFORNIA -- I sit here still almost shaking from anger and frustration after my call with Time Warner Cable. I would have said after my call with "Customer Service", but that would be a an ill advised term to use.
On Friday May 15th, I called customer service to explain to them that I had a hard time paying my bill. I was greeted by an agent who explained to me that I could pay $110 by Tuesday May 19th and my service would be put back on. As I work online, this was very important to me so I had to call my parents and ask them for help with paying the bill.
Today Monday May 18th I paid $110,37 and I even got a confirmation number, and an explanation that the service would be turned back on within the next 10 minutes.
15 minutes later I receive a phone call from customer service, this time its a supervisor who is on the line. She explains that I have to make the full payment of $240 before they can turn the service back on. I explain to her that I was promised that $110,37 would get the service back on. She acknowledged that, and said she was "sorry for the misinformation, you must have spoken to a trainee", but I have to make the full payment to get the service back on.
I tried to explain how horrible customer service she is providing, by letting me pay $110.37, telling me everything is ok and then calling me back saying that its not enough. She kept insisting that it was a mistake and I just had to make the full payment.
When I worked as a customer service agent at a major phone company, we had to go with what we told the customer. I explained to her that since customer service had promised me that $110.37 would get the service back on, they should follow through with it. She called a supervisor at the collection department and I was transferred.
I pleaded my case, explaining my financial hardship and I was still told that not only did I have to pay the full amount. Now I also had to pay a $50 credit check fee!! Outraged and displeased I told her that this is completely unacceptable! I had been promised that $110.37 was going to get my service back on, by not only one but two customer service agents (The first on Friday May 15th and the second May 18th when I made the payment). I felt duped! They tell me to pay $110.37 and when I make the payment they want more money, although that was not a part of the agreement.
I am moving out of my apartment in two weeks, and you can be 100% certain that I will switch EVERYTHING over to AT&T at my new apartment.
As I said earlier, I have worked in customer service myself, although it was a phone company. I have seen it all and been through all kinds of situations, but this is the worst! To be able to speak to two supervisors, and NONE of them are able to take it upon themselves that they made a mistake and to take responsibility and go with it - Its just unacceptable!
Avoid Time Warner Cable at all costs!