Time Warner Cable & Customer Dis-Service!! Complaint - Time Warner Cable & Customer Dis-Service!!
I have been fighting with TWC for the last few days and I'm ready to lose my mind!!! I had an unfortunate issue with money being stolen out of my checking account, which caused me to have a returned payment on my TWC account. When I called to explain my situation, I was told that since I was now past due and had a returned payment that they required me to make my payments in cash for a time (which given the situation, was fine by me). So on Weds Nov 4th, I made arrangements to get the account caught up and pay half the balance on the account in cash by the 10th of Nov and the rest within 2 weeks (my next pay date) while I was sorting out my issues with my bank. At that point, I was satisfied that we had reached an agreement and went about my day.
Much to my surprise the following day (Nov 5th), my services were disconnected at the pole!!! I immediately called the customer service number and was told that due to my past due account and the returned check that I was scheduled to be disconnected and someone had moved that date from the 11/10 to 11/5, when I argued that I had JUST SPOKE TO SOMEONE the day before about it, she told me that she didn't know why the other representative had made arrangements with me, also that there were notes about my bank account being hacked, but no payment agreement was listed in the notes...I was furious!! I then demanded that they pull the call from the previous day and verify what I was told, the representative placed me on "hold" and after about 5-10 minutes I was disconnected!!
I called back, this time I was ready to rip someone a new a$$ and I went off on the first person who answered the phone!! This representative told me that since service was disconnected that I had to pay all charges on my acct, PLUS a reconnect fee and the full next month of service!! I told her that she was out of her mind and that I had just made arrangements the day before and that TWC should honor that commitment. At that point the woman told me that I could take my cash payment to the local office the next day and discuss it with them. So the next day, I made the effort to take time off work to get to the local office with my CASH payment. When I arrived, the lovely woman, Dee, who by the way is one of the ONLY TWC employees that seems to give a damn about customers, pulled up my account and said that it was "locked" by a supervisor and that she couldn't take my payment. She advised me to call the 800 number while I stood there in the office to get this cleared up. I called and spoke to a billing representative "Nikki" whom I relayed the WHOLE story to once more, she then said that I could speak to her supervisor "Kaylee." Kaylee had to be briefed on the situation AGAIN and once I had her up to speed, she immediately said that she could request that the call be pulled and that someone would get back to me in a day or so. She told me to make the payment, and I explained that TWC had not done much to earn my trust in this matter so I would hold onto my money until the issue could be addressed and once I was assured that my service was being restored. She said under the circumstances that she would do the same thing and took my callback number, assuring that someone would call me back as soon as the call was reviewed.
Today I came into work and waited until 11am for someone to call me back, when no call came to EITHER numbers that I'd left for contact, I decided to call them again and check on the progress of this issue. I was not really surprised that when I FINALLY got through to a "supervisor" I was told that "Kaylee" was not, in fact, a supervisor, but "Ta" was and she informed me that they would not be restoring services as promised by the previous reps. Suffice it to say I totally blew a gasket at that point!! I told Ta that I wanted BOTH calls pulled and reviewed, the one from Weds making the agreement, and the one from Friday that assured me that they would back up that agreement. She said that she would do that and call me back within the hour. To my shock, she actually did call me back and said that she pulled both calls and that I was correct in everything that I was saying, however due to the returned check issue that they would not restore service unless I paid everything in cash. Once again, reneging on the previous reps assurances that the original request would be honored once they proved what the first girl told me!! I flipped out and requested Ta’s supervisors name and phone number and told her that I wanted the calls forwarded to her boss and I will be calling to follow up on Monday. I also have acquired the number for the office of the President of TWC (203-328-0600 for anyone interested) and The BBB and I plan on calling both on Monday as well to try and get this matter resolved.
TWC seems to think that they can treat customers like garbage and get away with it!! While I have repeatedly admitted my fault in this matter (which was getting behind in the first place). I also expect any company that I do business with to uphold any verbal agreements (especially when it’s being recorded) and I will fight this matter until it is resolved to MY satisfaction. I hope that someone from TWC monitors sites like these and decides to resolve this problem before it gets any worse.