A Letter to Time Warner Cable (Mailed on 6/24/09)
I am reluctant to write as I don’t believe these letters get read or acted upon by your firm. It seems to me that if you have so many consumer complaints that you can’t take phone calls, you need to close your doors anyway because you are just doing consumers an injustice staying in business to give so many people reasons to complain while you hide.
I have a home in Banning, California that had your service for years, the whole bundle; phone, Internet, and television. My son moved out of the home in December of 07 and I maintained the service in an unoccupied home for nearly a year. In October of 2008 I called TWC to have services shut off. I was informed that until I could get the equipment returned I would have to pay $20 per month while I was put on “Seasonal Hold”. So I continued for another 6 months at $20 per month.
It was a big surprise when I saw a $210 transaction hit my bank account at the end of six months. I called your company’s billing department and was basically told, too bad.
It was nearly another month before I could get someone to go to the house that service was in and get the equipment for me to send back to TWC via UPS, and I received anther $134 hit to my bank account. I again called your company and this time spoke with a supervisor. She acknowledged that the equipment had been received just the day before and said she would look into the situation.
I have to say that given that I paid so long for service in an unoccupied house, that she would at least roll the two months back to $20 per month like I paid during the “Seasonal” hold period and let me off the hook in the interest of customer service if not just refund the whole $345.22 outright, but shockingly, no. Even with your company knowing the house has been unoccupied for nearly two years, she called me back the following day determined to get every cent she can, right up to the day the equipment was logged back in. No break, no refund, no consideration at all. I cannot believe that $345 is really more important than any future business your company might have gotten from me.
I can tell you that if this is the way your company treats customers I am surprised you have any.
You will never have me as a customer again. Additionally, if I can persuade anyone else to heed my warning to avoid abuse by Time Warner, I will do so.
I will be copying this letter to the PUC, and every editorial department of every publication I can locate in 14 days if I have not heard back from you, which I already assume I will not.