Time Warner Complaint - Don't transfer TW service without expecting a ding to your account
CHARLOTTE, NORTH CAROLINA -- Terrible experience in transferring service from one unit to another in same building/complex. Bill from original unit paid in full on 3/19 for service period 3/19-4/5. Service physically transferred to new unit on 3/20. Service at original unit not disconnected until 3/26 (told that they are short handed). Attempted to charge me twice for partial month services at both units. Contacted Customer Service once to be explained that due to lack of disconnect for almost a week an additional 2-3 days would be necessary for that action to reflect on my account. I end up with a $200+ balance along with a friendly disconnect notice and 2 phone calls to my home on 4/5. Contacted Customer Service again to ensure that my account showed proper credit and comments. Get automated message telling me I owe 64.55 now. Rude representative Yvette stated she saw the credits but wanted to know when I would pay. I indicated that the bill was not even due until 4/18 and she said she would put down that she "won't pay until the due date". I did not want an inappropriate comment on the account and asked to speak to a supervisor. Waited 5 minutes and had to hang up and called back. Got Yvette again. After another 5 min wait, Steven Smith comes on the line. After again explaining my concerns and how I felt it was inappropriate for Yvette to make the statement she did, Steven would eventually make a comment to the effect that he would listen the tape to ensure the representative indeed made the comment. And it gets better! As I expressed to Steven that his statement saying that was uncalled for (I hope someone listens to the portion of the tape with his conversation as well) he said 'what else do you want me to do?' I did not raise my voice, I was not belligerent, and I did not use foul language. I just pointed out that I felt I was a very good customer for 13 yrs who spends over $1200 with TW and hoped for a better experience when trying to do the right thing by continuing to make sure TW and I both agree the account is in good standing. Steven took it upon himself to then basically say that TW settles with me each month when they provide the channels. I may not spend the most, but I do not spend the least and I would think for that amount the billing/transfer process would go a lot smoother. Steven assured me he would take care of the calls that had come to my home phone already so they would stop but guess what-just got my third call in less than 24 hrs. 3x to get resolution on being labeled a 'disconnect' when in fact the previous month bill was paid in full and the upcoming bill not even due for weeks. All I did was move the service. I get double billed, credits take weeks to appear, and 'customer service' feels that because they provide the cable customer service is negotiable.