Complain about a product or service

Time Warner

Megan of College Point, NY March 15, 2010

About six months back I terminated service with Time Warner. I brought my cable boxes back in person and waited on line for hours at which point they told me that I owed them absolutely no further money. In fact, they owed me money. Then last month I received a bill. I called for an explaination, waited on hold for hours. They told me it was an early termination fee. I explained that I had returned my equipment in person and be assured by a company represenative that I did not owe them money. In fact they sent me a refund.

The customer service person I was dealing with spoke to her manager (unfortunately I did not get their names at this time because it seemed like there was no need) and they told me I was right they could not act this irresponsibly with their intenral financial management and then try and blame the customer months and months later - they could not keep telling customers different stories to try an extort money based on a fradulent claim whenever they felt like it. But then today I got a thirty days past due notice. I called and waited hours on hold (multiple times because company represenatives kept hanging up on me). This is when they really started to act suspicious.

On 3/15/2010, one represenative intentionally hung up on me (Michael at extension x1745). Another said they were going to put me through to their supervisor and instead sent me so some random vice mailbox (Vonetta at extension 3541 did this). She also told me "this is not a bill it is just money you owe us." Time warner seems to think that if they do not call it a bill then laws concerning fradulent billing do not apply. Another person told me they would not give me a supervisor instead they were going to put me on hold until the end of their shift (Ed at extension x1619). Please help me stop this.

Zina of West Carrollton, OH February 26, 2010

On February 22, 2010 I called Time Warner to find out if there was a program where you could receive cable while paying off outstanding balance. After reviewing my previous account, the customer service rep informed me that my outstanding balance is 337 and if I paid 37 I could pay off balance while enjoying basic cable. I would be placed on a payment plan for 11 months until previous balance was satisfied. I paid 237 with my debit card leaving a balance of 100.

After recalculating figures, I was told the payment plan would only be four months and the installation tech would come out between 10a and 230p the following day. When the installation tech didn't show, I called Time Warner and was informed that the installation was cancelled due to their "roommate policy". This policy states that if there is an outstanding balance at an address trying to obtain cable, the balance has to be paid first.

I explained to them that my son had cable in 09 however he was killed in a car accident Sept 09. I faxed all of his creditors his death certificate when it was released to me by the coroner's office in Oct 09. The rep emailed the audit department to inform them of this. The audit department refused to afford me cable eventhough I was trying to satisfy my debt to them. I then went into one of the payment centers to obtain the policy in writting. The policy states that the account holder is responsible for own account.

Called Time Warner later that evening and spoke with Phillip in collections, who agreed that the policy should not have pertained to me and said he was going to get with the audit department and call me back on that following Thursday the 25th between 230p and 4p. When I didn't hear from him at the agreed upon time, I called Time Warner.

Was transferred to Phillip who stated audit department said that since my son had no estate, I was responsible for the bill. I informed him that my son was an unmarried adult, I was not his power of attorney nor was I his beneficiary. His death was unexpected. Phillip put me on hold to get his supervisor Daniel. Daniel came to the phone after having me hold for approximately 20 minutes only to tell me the same thing Phillip stated. When I disagreed, he informed me he could no long talk to me about my son's account and the call was disconnected.

Re-hashed feelings of depression and sorrow because of the loss of my son. Felt humiliated for myself and my son because I was made to feel like a deadbeat. Paid 200 more than required because I was led to believe I was going to receive cable services. I know the monies paid to Time Warner is partially what I owe, and that is the reason I initiated contact, to clear my debt.

Sharon of Lewiston, NY February 22, 2010

Time Warner just hiked their bill by 10.00 per month. In addition, they charged me for an upcharge on half a month for the month before, with no prior warning of a bill increase. I am going to cancel or vastly mimize their service and use Netflix. I will go without TV if I have to. This monopoly stuff has got to stop.

Alex of east elmhurst, NY February 19, 2010

I have been attempting Time Warner install service in my home for almost 6 weeks. Within this time frame, I have taken days off of work and waited for a technician to arrive to no avail. I have contacted Time Warner several times in order to complain and I am getting nowhere. Being that I am already a customer with service @ another address, I would've assume that I'd be treated much better and that they'd welcome the additional business. Unfortunately I am getting nowhere. This is costing me time and money. Time Warner states that each date someone called and I was not home. This is unquestionably not true. Not once has someone called, or shown up. It's like I'm being screwed with on purpose. I would like this resolved yesterday. As today I spent another day @ home waiting. This is the most ridiculous service that I have ever experienced, with no representative willing to guarantee that someone will actually show up.

carlos of richmond hill, NY February 18, 2010

Ruben, very incompetent customer services, don't know his job, did not transfer me to a supervisor per my request Supervisor Bob was not cooperative at all, very incompetent to do anything to try to help me with a appointment Time Warner Cable services very poor, I been having problem since December,31st 2009 until today still have problem 2/16/10. 29 days without telephone services 3 day without Cable services ( no picture )

Hakim of staten island, NY February 2, 2010

I was a Time Warner Cable employee until Nov.2009,during my employment I received the courtesy package that TWC offers to employees, in Nov.2009 and during the period that I still had the services from my job, my wife contacted TWC customer service and informed them that her husband was no longer working for TWC and we were interested in continuing the service and she inquired about the available offers, the customer service rep. informed her that someone from the sales dept. will contact her and inform her of the available offers.

No one contacted us and on 1/06/10 we received an invoice in the amount of 413 for the month of December.I had called TWC customer service and spoke with more than four customer service rep. for over two hours. They refused to resolve the issue and treated me in a very nasty and careless way. Finally someone offered me a plan in the amount of 105/mo. starting 01/10.

In a good faith effort to resolve the disputed invoice I sent TWC certified letter along with 100 check for the month of December 2009, they didn't even bother to respond to me. They sent me another invoice in the amount of 456.76. TWC also turned the sound off (the cable) from 12/28/09 to 01/06/10. The service I had was offered in the same time for 89 (Triple Play), nothing special was offered to me.

I am very upset about the way TWC treated their customers, and I want TWC to stop harrasing me with their nonsence invoices. They should treat their customers in a respectful and professional manner. I would like your help to resolve this issue. Thank You in advance.

honoria of high point , NC January 10, 2010

Iordered the road runner mobile service from time warner.It had a guarantee that if i was not happyi could return it in thirty days.After receiving thedevice and connecting it to my lap top i realized it did not work in my area.I made numerous call to the company and got no help. i was told in time they would build more towers and iwould have service then.I was billed245.00for a one time connection fee..i returned my device via fed x but still have not had my account credited.i am now receiving letter from t.w.c. wanting their payment.This is now going to affect my credit report and possible cause my service to be turned off.

Michelle of Cincinnati, OH January 4, 2010

I had high speed internet through Earthlink for about 8 years. Earthlink has an agreement with Time Warner to handle the billing for their accounts. I had requested my account be cancelled through Time Warner who refused since they did not have my social security # or a pin # on file (when I opened the account with Earthlink this information was not requested).

I also called Earthlink and told them that I wanted to cancel my internet service with them on Oct 16, 2009. They cancelled my service, gave me a verification # for the cancellation and told me that I did not need to do anything else since I contacted them directly for the cancellation. I am now being billed by Time Warner Cable for 129.48.

Time Warner told me that since I did not contact them to cancel my service, that I still owe them the 129.48. I explained that I contacted the company that I had the service with (Earthlink) to cancel and that they told me that I did not need to do anything else, everything would be taken care of from that phone call. Since the company I got the service from told me that, that's what I went by. There is no way that consumers can know all of the little side agreements that these companies have. I told Time Warner that my agreement/service was with Earthlink, not them.

If Earthlink and Time Warner have an agreement for Time Warner to perform services for Earthlink, that the agreement should not impact me, I didn't make an agreement with Time Warner for anything. Also, Earthlink verified that my service was cancelled on Oct 16th and that they were not billing Time Warner for my account. I passed that along to Time Warner also who very politely said that they basically didn't care. I didn't contact them so they can bill me for it if they want to.

Not sure why, but Earthlink would not contact Time Warner on this which is also very upsetting. It's not fair that Time Warner can bill me for a service that I didn't have, plus that I didn't even have with their company. Needless to say, if I don't pay it they are going to come after me for the money which would hurt my credit.Its not fair that the consumer can get taken advantage of like this. However, 129.48 isn't enough to take them to court over either so it doesn't seem like I have any other choice but to pay.

Larry of Arlington, TX December 14, 2009

We still have problems with the billing. Initially we did not realize we were being billed in advance for the services and were especially concerned since the services were not always rendered for what ever reason and we were charged as if they were. We did have a multitude of problems with the service during the first 6 weeks which I do not understand especially since the cable has been in place and maintained for the last 29 years. I understand why TW might require payment in advance from new customers but your sales person did not explain this to us. Maybe he thought we were aware of the advance payment requirement since we have been established with TW for some time, I don't know.

We were shocked by the first bill for 283.11. We called the sales person and he took the bill with him to talk to his supervisor regarding the bill. We have not heard from him since and he does not return our calls. Possibly he is no longer with TW? We did not get that bill back and thought the sales person had taken care of the issue. Even today, Sunday 12/06/2009, our wireless service is off.

We were without TW internet and no phone service for at least a week during the first 4 weeks. TW service techs. made 3 trips to repair/replace the service and equipment. Obviously we were required to be available for them to access the system which made us miss work on those occasions. There was one "No Show" on a Sunday when I was promised a tech that would repair the service between the hours of 11 AM and 2 PM. We were off line again that time from Thursday till Monday.

We did return the phone service to our original carrier since our fire and home security is compromised without a phone connection. They offered to let us return and also offered us a bonus providing we established complete service with them. We've been on cable since 1980 and prefer cable providing these issues are resolved.

Since my income is partially derived from being online and my wife checks her work schedule online we do need reliable internet service. We are willing to pay for the time we actually were able to use the service but no more. We researched TW with BBB and were not surprised to see TW has an F rating with them. Will TW address this issue and attempt to resolve?

We will return all TW equipment and present the check for 366.39 by the end of December. We are completely dissatisfied with TW service and billing. I intend to make the transcript of these transactions available to the local franchise authority, the State consumer advocate, BBB, the Fed. trade and communication commissions and the senior consumer organizations we belong to as well as our friends via my web site. Our goal will be to alert others concerning the peril of dealing with ineffective service providers like TW.

We are completely taken aback by TW policies and attitude about this issue, having been TV customers for several years, we discover it appears that TW service is poor at best and that TW business practices might be questionable . As far as we are concerned, the product does not meet the advertized performance claim at all.

We were anxious to have the additional services your salesperson described but found they failed one-by-one, after 11 or more reference #'s and 3 service calls within the short time of 5 weeks, leaving us no recourse but to revert to our previous carrier due to the unreliability of your product . We will also be changing our TV service as well since our goal is to have all our communication services under one bundle. We truly hope your company will correct the problems we encountered so others will not be forced to experience the issues we have.

Rosemary of Bronx, NY December 7, 2009

I had request to make a payment plan; I was told that they can not help me; in other word I was refused on this issue; I'm requesting for help. I have been unemployed for 11 month's and all I can paid is 50.00 dollar week and I'm wish for full refund and replacement; service back on A.S.P.A

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