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Spectrum.com review: online payment is a rip-off! 105

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Author of the review
12:00 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I have been using Time Warner Cable's PayExpress service to pay my cable bill online. I thought it was an electronic method of payment, but a recent payment was "lost" by Time Warner employees because they manually enter the payments submitted online. They incorrectly entered my checking account number so that the electronic check was not found, so they charged me a collection fee and a late fee totaling $15.25. When I received my next bill, I called Time Warner about these charges, they claimed to send me a letter stating that my bank -Chase, returned the electronic check. I never received the letter. I called my Bank and they never received a request for an electronic check from Time Warner. Time Warner charged me for their mistake. They did not contact me by phone or by letter.

I suggest that everyone refrain from using company websites to pay their bills online. Instead use your Bank's Online BillPay, or better yet use the old fashioned method of mailing in your payment, because even the US Post Office is better at getting your bill payment delivered than private companies online payment "electronic" manually entered centers. Even better, the USPS will not charge you late and collection fees for their mistake.

For two reasons I dropped Time Warner Cable because they are not interested in providing the best customer service. The first is detailed above. The second reason is I was a TWC Roadrunner high speed Internet customer from the very first when they provided this service in Austin for eight years in Austin, Texas. I payed the full 44.95 per month for 8 years. They offered discounts of 29.95/month to new customers for 6 months but never offered this discount to their original first time loyal Roadrunner Customers. I now subscribe to another high speed internet provider, and another TV provider.

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105 comments
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NewFoud
, US
Nov 30, 2009 8:47 am EST

Why are we at the mercy of these greedy idiots? Who is really working for whom? Not only does it take forever to SPEAK to anyone there, but good luck finding anyone that can speak coherently back to you.

When I tried to reduce my bill (which has doubled since I started using them ten years ago) I was told there was nothing I could omit and that the $99 package is only for new customers. When I asked what they would do to help me reduce my bill and therefore keep me as a customer I was conveniently disconnected. Give me a break. I hate them.

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Mark
Van Nuys, US
Dec 31, 2008 9:34 pm EST

I have had intermittant cable outages since July 8, 2008. It is now New Years Eve and they still haven't fixed anything. Everytime I call them they hang up on me and give me the run around. If I had an option of another company for service I would have left Time Warner ages ago. They sent a technician out 3 times. All three times the technician just says that it is working and leaves, not even staying 5 minutes. Their service is so bad that I have been so stressed out that after 5 hours of trying to call their service office and getting the run around and hung up on that my blood pressure went up so high that I was taken to a hospital in an ambulance. These people have given me worse service that I can even imagine.

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Valerie
, US
Apr 09, 2008 6:02 am EDT

I first had to wait 16 minutes on the phone last Thursday to schedule a move service (moving downstairs to upstairs). The earliest they could get here would be Tuesday. They cancelled my service Monday and I needed it for my Vonage phone and my internet. I called them. Waited on my cell phone for 26 minutes before I got disconnected. I called back in to see about getting a credit for the $30 they were going to charge for the move. Figured that was the least they could do. Dominique Diruba in their call centre in New Castle, PA could do nothing like that for me. Just an apology for all the time on the phone and for being out of business for the day. Nor, could he give me his manager's name. I hate dealing with industries that have a monopoly! You have to deal with crappy service and accept what you get. Totally un-American! And, there is no one else I can complain to. Their website doesn't give you any of that contact info.

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Darren
Dallas, US
Mar 16, 2009 2:42 pm EDT

This company is awful. I had them for a year before moving to a condo that is directly underneath my old condo. After I moved I had my cable transferred downstairs. That started the whole problem. After numerous trips and 8 cable/DVR boxes later they finally were able to get my service to work. But they still could not get the On Demand for my HBO/Showtime to work correctly so I cancelled those items. Well that was two years ago. Now I just received my current billing and I have $952.00 adjustment on it. There was nothing that explained the charge so I called their customer service department and they told me it was On Demand movies from my old account that had not been paid for. I said no it wasn't I have all of my old bills and it shows exactly where I paid for the movies that I ordered. They could not give me a list of the movies or tell me when they were ordered.
They suggested that I go to my local office and they would have more information. Well I have now order a new service that will be installed this weekend and I plan on going to the local cable office with my DVR and Cable box in my hand for the adjustment and tell them I will not be doing any type of business with them ever again.

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Mr. Annoyed
Holly Springs, US
Jul 16, 2011 2:47 am EDT

Interenet connect drops for several minutes EVERY DAY. Try to get through to tech support but takes multiple tries to get through and half of the time they drop the call before talking with a live person. Long hold times and reps that are not knowledgeable on how to fix things.

I would be much less unhappy if I could just get directly through to someone who could fix things. I have tried for two weeks to get a new modem provisioned for service and they don't seem capable of doing that simple task.

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TruthComplainer
Murrieta, US
Jul 15, 2011 8:20 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

----BEWARE TIME WARNER---
Time Warner is doing 2 things I feel strongly are unethical and maybe illegal as well. It would seem to me they are breaking FCC and Banking Laws.

1. Time Warner created a fake check for a $25.00 fee and put it through my bank account. According to their customer service manager there, they are allowed to put through a check they create against my checking account if they have my account number. Their reasoning? In the fine print on the back of their monthly statement, there is wording there which allows them access to your checking account. They think it is ok to create a fraudulent check to bill you! They will even admit they don't need your permission to do so!

2. When you cancel their service, they will not cancel it right away. They will create a made up "cancellation date." This is a way to continue to bill you while they "disconnect" your service. They have the ability to disconnect it the minute you call, but that doesn't mean they will try and squeeze you for more money without service! My "cancellation date" is over a week after I requested them to stop the service. They tell me they will gladly bill me while they get that done. They turned my services off already but will not stop billing me until they decide!?!

CALL THEM AND SPEAK TO CUSTOMER SERVICE TO VERIFY WHAT IS IN THIS POST.

Just so anyone reading this knows, Time Warner service is bad anyway. The internet service constantly gets interrupted. It resets itself every hour during downloads. They send your information to the MPAA (got a message from them when I got some virus when MPAA thought I was downloading pirated software). Their TV menus are slow. Their picture quality is bad (look at the red colors on your tv). They get into constant channel provider fights (ESPN). It takes several minutes before your "On Demand" starts. It takes forever to get out of their menus (keep hitting that exit key!).

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Mumarbek
, US
Jun 25, 2010 12:25 pm EDT

Time Warner Cable has the worst customer service in there office and by telephone. It is amazing how slow they are. I am sitting on the phone right now as I am writing this and have been holding for almost an hour. All I want to do is see why my phone is not working. In the office they have no respect for someone who maybe on there luncdh hour or someone on the way home from work just wanting to pay there bill. They get in NO hurry aboute anything. They have 10 or 12 registers and only have 2 or 3 people working. It is the most ridiculous thing I have ever seen. Do something my god!

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Savash Gokturk
New Orleans, US
Jan 05, 2011 10:36 pm EST

I moved to new orleans on 0ctober 1 2010. I called to suspend the services for 6 months .They ok'd it. The following month I received another bill for $360 .They said the service is suspended because of non payment and they know nothing of the seasonal request of suspending services for six months.
after an intensive debate of arguments i grudgingly I accepted to make a payment of $248. in return of $10 a month charge for suspended services. I again received another bill for $313.
This people are liars and modern day legal robbers.they should be put out of business

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files
Charlotte, US
Sep 22, 2009 1:27 pm EDT

Time Warner had a promotional for either $300 of gas or groceries. I chose groceries and followed the rules according to Saveology.com and sent in my groceries slips for the month. Then I went on the net to get the voucher for the next month and a message came back that they were bankrupt. We have never received anything. We called twice and got duplicates of the original offer twice. I think that we should get some reimbursement, but can't find anyone to talk to that can do anything but repeat what's already happened.

Don and Nancy Files

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Kevin Z
, US
Nov 15, 2010 2:12 pm EST

I am writing to you because of the lack of service I have gotten over the last month. I understand that occasionally there are technical issues that are problematic for a company. It concerns me a great deal that the Time Warner cable company in Central Texas has more problems than most. For a high tech company there seem to be a lot of unresolved issues. I have spent more than 120 hours in a month trying to get both my cable and internet working at the same time. The last few weeks of last month I had sketchy cable service for my televisions and no service for 12 to 18 hours a day for internet and this lasted for more than a week. Now, it is my understanding, that the Time Warner group in my local area has done an upgrade for their software services controlling the boxes and this adjusts how the boxes work.. or at least should work. Once again I am without at least half of the services for which I pay for. The folks on the phone for the most part have been very understanding and attempt to be helpful; but that doesn't get my systems fixed. My television service is down right now - and has been for more than 18 hours. I am told that because of a failed system upgrade that I have to have a technician now come out to my house to manually program the boxes that I have... and this is going to take at least a week to happen. This I find unacceptable - especially when I have to listen to all of the guarantees that are repeated over and over on the phone while on hold waiting to talk with the technicians. Also, if I were ordering new service I could have someone out sooner. This to me is very poor business; do whatever it takes to get new customers and let the existing customers hang out to dry... I have been curious why so many people in my local area have been switching back to satellite even with the slower up / download rates... and now I am beginning to understand. My services are so unreliable that I too am thinking about finding another solution for my services. Even if they are slower - if they are at least predictable that would be an improvement over what I have now - of all or nothing and when it is nothing it is such for weeks. I would like to know what Time Warner is doing as a company to fix this issue and what plans are being put into place to keep them from continuing to happen in the future.

As it stands right now I don't feel comfortable telling anyone what service I am using let alone brag about how good it is because it is almost an embarrassment. To pay for services that are "guaranteed" and don't work - it would not be acceptable in any other business venue and should not be acceptable here.

Please let me what is going to be done to resolve this issue as I am not willing to spend another 120+ hours talking to people to get services that I have to pay for and cannot use.

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G. Jones
Compton, US
Aug 26, 2016 2:13 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Three years ago I had Time Warner Cable. Apparently TW subsidizes its technical work with local vendors. I had a poor experience doing business with TW because every month my bill got higher and higher, and when I called to complain about the charges which sometimes were three times the cost of my regular bill, they refused to acknowledge they were wrong. So, I cancelled my service with them. But they only took the cable boxes and refused to detach the cable wire still active on my house. I called the local office, and I was told they would send someone out. No one came. The wires are somehow emitting louder high frequency waves than they ever have before causing me great headaches, loss of sleep and exerbation of hypertension. I have called to again have them removed, and I was addressed by someone whocould barely speak English, and I could hear someone coaching the woman what to say. She just kept repeating a chant..."Were sorry for the inconvenience, but we cannot remove the wires because you no longer have an account with us. " Please advise. Thank you

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msantana8164
Ridgewood, US
Aug 22, 2016 2:03 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I just opened an account with Time Warner and they have been HORRIBLE I have NOT even received my first bill and I have been having horrible service. the first time the Tech came over to install my service they only installed one box which was the wrong thing I wanted I wanted 2 boxes they could not arrange for a tech to come as soon as possible so they sent me another tech a week later I explained that I worked and the Tech need to call my husbands number I provided them with the number what did they do they called my number instead I could not answer the phone so they claimed they called both numbers my husband took a day off just to stay home to let the Tech in when I called and explained they told me there was nothing they could do but to arrange another appt for another Tech to come I arranged for another Tech to come the third time the Tech came he came an hr and a half late which was very inconsiderate of him and to top it off I noticed I had NO showtime I called again Customer service they put me on hold for 20 minutes and when a supervisor came on he was mean and did not try and help me at all he said he needed to send another tech to my house because my serial number to my cable box does not match the serial number they have like if that is my problem that is NOT my problem and then they could not send me a tech the next day I had to wait an extra week this is HORRIBLE Customer Service I have never ever dealt with a company that is this rude and inconciderate I work with customer service and I would be fired if I treated my customers this way!

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wkordon
Overland Park, US
Aug 19, 2016 7:28 am EDT

Time Warner is the master of the big monopoly business that screw the little guy whenever they can. I moved out of my apartment into a home in the middle of August and returned my cable box. They said the computer recorded my cable box return in September and billed me for August and September. Their customer service department is pathetic. When I refused to pay, they sent it to collections. In order to protect my credit score, I paid for 6 weeks in a location that I did not live. Time Warner is so large, they don't really care about screwing the public because they know they will find another sucker. I will never use Time Warner services again and I urge you all to beware before doing any business wtih Time Warner.

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jacval60
Los Angeles, US
Jul 22, 2016 6:19 am EDT

I called a few days ago and told them do to financial difficulties I would be canceling my cable subscription, but still would keep my internet so my common law can look for a job on the internet. He is 59 years old and the employers want young blood so he has been out of job for 3 years. We have been living on $1, 700 a month with a mortgage of $1, 100 and by the time bills are paid we have very little for food. We tried for home modification and was told it was in the bag but then got call saying it would take a year for it to be approved. Chase also cares only for profit. I was told to bring cable boxes in by 9th of month cause that is when the bill is due. So on the 8th of May I called my prepaid debt card from Social Security cause my son and I are disabled and was told that Time Warner put a hold on money for my cable bill $189 that is a lot considering I only got basic cable. How could they do that? When they always took it out on the 9th of the month. Now I'm short for my mortgage I thought I would have enough so I payed all my bills did not know that Time Warner would swindle me. Now I was told they will only give me credit for the internet that they do not give cash back. Chase will not accept the money for mortgage unless it is the whole amount. And I have no other family to help me and my sick son. I dealt with Time Warner before and know how they work, when I first signed up for them to take money off of my debt card I was told it would take a month before they took it off. So I went and paid the cable bill and then found out they had taken it out of my account that month also I tried to get my money back and was told Time Warner will not give you your money back but will credit your account. Well when you have bills they need to be paid I got late charges on all my bills. I have been a cable customer for 20 years and lately I noticed that they show nothing but re-runs no new programs and they want to raise the bill to $200 a month. I suggest you get Netflix you can watch any movie, TV show, Documentary etc and the price is reasonable.Lord knows I can not afford it can not even afford to eat good.

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Roger in Lewisville, North Carolina
Lewisville, US
Jul 19, 2016 7:21 am EDT

I ordered Time Warner Cable for two reasons Time Warner claimed to have the fastest speeds in this area. When I finally moved here the apartment complex came with Time Warner Cable pre wired with free HBO and Showtime. It took Time Warner two weeks to turn on the HBO and Showtime. Customer service was courteous each time I called. The first time the customer service agent said that cable was an issue the apartment complex had to deal with. The second time the customer service agent said it was a local agent’s job and the third time I called the customer service agent took care of the issue. Internet speeds are junk. I pay more for 1Mbs up and 15 down, the fastest speeds for residential use, with speed boost. My actual speeds are, .488Mbs up and 18Mbs down (according to speedtest.net). Therefore, I am getting speeds that are offered for half the cost. My phone line rings off the hook with ADT and other security companies offering me their services. This started 24 hours after Time Warner installed my phone lines. These people know all the information I gave to Time Warner when signing up even though I have an unlisted phone number and I have recently joined the national do not call list. All-in-all Time Warner are crooks. They have the capability to run much faster lines but have it dialed way down for some unknown reason. Oh, and as for the free cable I get more pixel scatters and snowy screens than any other service I have ever had from any other state and I have their box!

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Evg
, US
Jul 19, 2016 7:21 am EDT

Time warner cable's customer service is not worthy. After many lengthy hold time over the phone, you end up talking to non-experienced workers directing your call to only another person with no knowledge of the business. I signed up for the service because of the rebates offered, yet, over three months, no rebate, and customer service has no idea about a rebate. Also, my cable box was replaced three times. Poor equipment and customer service.

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demark
Brooklyn, US
Jul 19, 2016 7:21 am EDT

i have had time warner cable for years and I am fed up with their overcharging and getting away with it. It seems that every couple of months the prices for their half -assed service goes up. I think it is such a shame that these cable companies have all of the control in our ability to have television, which is why they have the ability to rob us every chance they get. And I too have experienced their double billing crap and their explanation for it was all double-talk

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Iamcdc36
ventura, US
Jul 19, 2016 7:21 am EDT

TWC has over charged my bank acct $288.99. Come to find out they posted a second payment from my bank acct to someone elsea cable acct! I must have called at least 15 times in the last week and a half trying to get my money back. Not one person seemed to want to help or really care. I went to the local office to see what I needed to do to get the money back I was over charged the two women in the office told me I needed my bank stmt I took my statement back two days later and the women told me no they needed a copy of the transaction. They also told me I needed to fax it to some number I asked them to please fax it for me since I don't have a fax machine. They refused. They had attitude and were only making me more mad. I left. The next day my cable was cut off and a note saying we were illegally connected. Come to find out they came to my complex and physically CUT my cable line. When I called them they said there was no record of any disconnection notice on their side? Hmm yea ok. So after all of this I still haven't got my money back. I will be taking further action against them and I will cancel their service as soon as I get my money. Bottom line they steal, lie and vandalize your cable lines.

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Chupa
, US
Jul 19, 2016 7:21 am EDT

After deciding to add the digital phone service when I transferred my service from one home to the other back in mid-August, my number hasn't been ported as of yet and it's been over a month.

Before signing up for the digital phone service, I specifically asked for my existing number to be ported. I was assured that it can be done. When my service was installed at my new home, I asked the tech when can I expect my number to port over. I was told it'll take up to 10-days. My install date was 8-17.

Two weeks ago (9-17) I contacted TWC to find out why my number has not ported. I was told by the customer rep that there was no request to port my number. I replied that was incorrect and I had asked to have my number ported when I decided to add the digital phone service as part of my existing package.

I was then told that my number should've been ported when my service was installed and they can't do it now! The rep then offered to me to add the number as a 2nd line for an additional $29.99. I told the rep "NO!" I also stated to the rep that the port can be done and I wasn't about to add a 2nd line when they screwed up!

The following week I called again and spoke to another TWC customer rep. I explained the situation to the customer rep and he apologized for the inconvenience and stated he will start the paper work to get my number ported.

Today (9-28), I received a voicemail from TWC rep requesting that I call back to give them authorization to port my number. Jesus Christ! I had already given them authorization when I first added the service. I gave the authorization last week! Now they're asking me for my authorization again!

What a bunch of clowns!

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hotincentraltx
kyle, US
Jul 19, 2016 7:21 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I had purchased a bundle deal that was for 2 years. When it expires they don't let you know until your bill comes and it is $60-$70 higher than the previous bill. I talk to someone at Time Warner and he tells me to pay $158 of the $202 bill and we (TWC) will catch it up later after I signed up for a new package. Ok I do this and on my next bill it says $43.20 DUE NOW. I call again and was told this is Ok it will be adjusted. Now my next bill has a $7 late fee attached to it. I call again and they told me it was because I didn't pay the whole bill. I had the persons name that told me to pay partial bill and date but, no not these idiots. I hate satellite but it looks like that is the way I'm heading. Way to go Time Warner lose $1896 dollars a year for $7 charge.

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GaryLosAngeles
Hollywood Los Angeles, US
Jul 19, 2016 7:21 am EDT

After my being over 21 years a steady cable subscriber, now ill, disabled, unemployed, 63yo and no income, Time Warner Cable could care less about my longtime steady patronage to kindly caringly offer more affordable package levels to help meet its struggling customers' financial hardship situation needs. They could care less about my situation while spending thousands in $ advertising offering promotional lower price offers exclusively to NEW first time customers. They are insensitive greedy pigs who will eventually solely have the super rich fatcat tycoons as their sole customers in the coming meltdown gap between America's wealthy and growing poor!

and Thankyou very kindly for your Complaint Board here!

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americandecay
Los Angeles, US
Jul 19, 2016 7:21 am EDT
Verified customer This comment was posted by a verified customer. Learn more

The Time Warner Lie:
You contact Time Warner to set up telephone service. And they ask you listed or unlisted. You sign up for a blocked number and are assured an unlisted number.

The service is set up. They change your number from listed to unlisted . . . They then sell your listing. Then you call them because your getting telemarketers calling 24/7. They say "oh . . . we made a mistake" pay us the fee you originally paid to assure your number would be unlisted to unlist it. And we will make sure your number stays unlisted. By then. Your information is already compromised. Your numbers have already been floated out and are in dozens of peoples hands who sell and re-sell the information. So changing your number back to unlisted means absolutely nothing.

To add insult to injury. You tell them you want a new number. Because they compromised the first. Profiting off the front and back end. Charging you to assure it is unlisted. Then selling it. Then charing you again to take care of something they can no longer even control . . . you ask for a new number. And they say it is $20.

This kind of stuff is highly suspect. There are people who live and die by keeping their information private. They did it to me. And they have some of the filthiest loopers in the business to keep you deflecting. I was about to just wash my hands and call a lawyer to have it cleared up.

I do not trust them one iota. If you pay for an unlisted number. And they list it. You have no chance of getting your privacy back to pay them to unlist it again. It takes several hours on the phone. But they should change your number for free.

It is getting to be really a weird time in America. There are not alot of alternatives out there. Business is so big. But it is getting to the point that you literally need an attorney to set up phone service.

Some of the laws they are violating are privacy laws. And there are and should be some big penalties. Personally. I hope they get nabbed by a big lawsuit. As I have no doubt this crap is intentional.

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aparicio76
Delta, US
Jul 19, 2016 7:21 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I was behind on my cable bill with TWC I first online chatted with a rep from TWC they said my account should be fine and not interrupted. Then two days later I started getting calls from their collections department, I nswered and they said I still owed or I would be shut off. I then told them to shut me off, that I was going to be going with Dish. Then their promotions department called me all weekend finally I answered on a Monday and they wanted to keep me as a customer, and what could they do to keep me, I said I'll stay as long as you don't sht me off, she said well we will lower your montyl amount, upgrade your channels as long as you make a 40 payment, and I did. Two days after I made the pameny the dsconnected me. No one has called me to try and resolve this issue. As of now I am boycotting TIME WARNER CABLE I DO NOT WANT THEIR SWERVICES ANYMORE WHEN THEY WON'T EVEN BACK THEIR OWN EMPLOYEES! Now I have to SAVE MOENY to get DISH out here bc they are expensive! So my 5 year old will be with out cartoons because of TIME WARNER CABLE not keeping their end of the agreement!

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evilcustomer
Milwaukee, US
Jul 19, 2016 7:21 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Being an actual human, I made a mistake and electronically paid Time Warner funds that were intended for another creditor. For the past 28 days, I've been misinformed, actually lied to, and ignored. They received this payment on June 1st. Its now June 24th and, while they promised me that they'd overnight my check on June 15th, I still don't have it. Over and above the issues we've had with the services, being treated like a criminal for making a mistake is simply not ok. I'll no longer be "bundling" services, in the hopes that having 3 companies taking care of my phone/internet/TV service, will at least give me a 1 in 3 chance of decent customer service. I would advise anyone considering Time Warner to reconsider.

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Rajeev
,
Jul 19, 2016 7:21 am EDT

I am very much harassed from Timer Warner service. Time warner charged me $44 since i booked this order from broadbandnation website they mentioned $29.99 per month i need my money back i have a from broandandnation (bridgevine) website. Time Warner and Bridgevine both are saying they are not responsible for the money that they charged. Even brdgevine committed me free free wireless router and now they are also not giving me that amount. Is there anyone in this country who listen to the customer problems.

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zack
Kansas City, US
Jul 19, 2016 7:21 am EDT

claims to have better service than AT&T. NOT SO! there service was very reluctant to come out and fix the problems.

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shreft
Anaheim, US
Jul 19, 2016 7:21 am EDT

Went in on a promotion. That expired after a year. Then they put me on another promotion. That expired after a year. My rate went up almost double and they didn't tell me. I was on auto pay and saw my bank account showing a pending withdrawl of over $40 and called to cancel my internet. They then put me on another promotion and worked it all out so I wouldn't get double charged from auto pay. No one told me at that time it was a prorated charge from the increase to the new promo charge. Talked to a few bozos, John and Jeffrey I could barely understand their English, and they promised me no charges and my pending charge will fall off. Today I was charged that residual and the supervisor Chris was patronizing and wouldn't let me vent my frustrations and was quite unsympathetic. An investigation will be made. Right. I just got ripped off.

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shane doss
Lancaster, US
Jul 19, 2016 7:21 am EDT

I HAVE NO SERVICE.IAM GETTING SICK OF TIME WARNER LAME SERVICES.I HAVE BEEN WITHOUT SERVICES.SINCE 7;00 AM 1-1-11.TOLD ME I WOULD HAVE TO DO WITHOUT SERVICE UNTIL 1-5-11 .I THINK IT IS UNFAIR I HAVE TO PAY ON TIME AND THEN CANNOT WATCH IT.THEY TOLD ME IT WAS ALINE PROBLEM. I FELL AT THIS POINT TIME WARNER COULD NOT AND WOULD NOT HOLD A CANDLE TO DIRECT TV.I FEEL LIKE TIME WARNER IS ROBING ME I HAVE BEEN WITH TIME WA
warner FOR 18 YEARS NEVER BEEN LATE PAYING MY BILL.no on demand or other channel

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Elpil
, US
Jul 19, 2016 7:21 am EDT

Omg how do people deal with this cable company I spend hours when I first was forced to get time warner cable after five days of frustration I finally get service. Now for the past five months the downstairs cable doesnt work wow get someone out whew hew then low and behold the upstairs cable goes out wonder why maybe he will get to comeback and get paid again. Oh and now they send me a bill for $168.00 seriously you think I am gonna pay that much for just cable and internet NOT. Uver her I come. ugg

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El Paso Consumer
, US
Jul 19, 2016 7:21 am EDT
Verified customer This comment was posted by a verified customer. Learn more

For the past 10 months I have experienced terrible digital reception from Time Warner in El Paso, TX. I have reported it over and over. Technicians, head technicians, supervisors have all come over and over again to tell me there is nothing wrong with the equipment in my house or in the line to my house.

But the problem persists. I figured out months ago that it must be a problem in the equipment/infrastructure that serves my area, but because of the way Time Warner responds to customers there is no way to get Time Warner to admit it or fix it. Last week TWO supervisors were at my house, saw the problem, admitted that it must be a "node" and then left. Not another word. Won't return calls. No way to register a complaint any higher in the Time Warner system because they block the customer from being able to speak to any one except at the lowest level (if you scream and holler enough you may get a supervisor). I am now convinced that Time Warner in El Paso knowingly sells a product they know they cannot deliver satisfactorily. Don't fall for the great ads! Choose any other service in El Paso, I'd say.

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Baros
, US
Jul 19, 2016 7:21 am EDT

DO NOT EVER GET TIME WARNER CABLE ! First of all, I have already had three problems with them - where the TV has not worked and I have to set an appt and wait for someone to come out and switch the boxes. One of the guys who works for them even admitted that they are horrible - he doesn't even use Time Warner and he works there! He said there boxes are extremely cheap and that's why they're always breaking down. This last time they had to come out - less than two weeks ago - they had to put in a new box and I lost all my recordings! To add to the atrocity, you can only record two shows at once, and you have to be watching one of those shows or something you already had recorded. So all the time, my roommate and I have to painfully decide what show we won't be able to watch or record. Lastly, the customer service is awful. It's like they don't care if you have to go without your TV for 3-4 days - they don't make it a priority to send someone out right away - or they'll send someone out right away - if you don't work because they can only send him during hours when most normal people work. My experience with Time Warner has been horrendous and I would caution all of you reading this...DON'T GO THROUGH TIME WARNER! They try to woo you with their specials but they are NOT WORTH IT! I did a year with DirecTV and loved it, so might go back to them. We never had a single problem with our service. That's all I have tried so I can't give advice about anything else. I want whatever I keep hearing about that records four shows at once. That sounds heavenly...

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Michael DeP
, US
Jul 19, 2016 7:21 am EDT

I am moving in August so I called to let Time Warner Cable know I needed my internet service stopped July 31st. They disconnected it June 28th. I called back to say they made a mistake and was told that I said to disconnect on June 31st (Huh?). I told them there is no June 31st. They promised to be out the next day to re-connect. I am a new med student and need the internet 12 to 16 hours a day. No one came. I called "customer service" and was given the usual runaround but told they would contact me by 9 pm that night. The following day I called again and was on the phone for 55 minutes. I asked to speak to several layers of supervisors and complained that this was their mistake, but the bottom line was they couldn't come out until the following week because other customers would get their internet first since I was moving anyway.
My advice; stay away from this company at all costs. They DO NOT CARE about even the most basic customer service.

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Muser
, US
Jul 19, 2016 7:21 am EDT

This is the actual email that I sent to TWC. They refuse to budge on this matter. I am very displeased and would like to let everyone know to always read your workorder carefully because if you don't you may find yourself paying for things that you didn't order and the company refusing to credit you for them.

I recently moved and transferred my service to my new address. I made arrangements to be called while at work when the tech would be arriving at my home. I received a call and rushed right over to meet him. I asked him to install my boxes in the bedroom and den. He did so. He told me to sign the paper and he left. I signed the paper, and didn't read it because I assumed he had done what was instructed. To my surprise, I get a bill for three additional outlets - which I never authorized. These outlets where in the home when I moved in. I specifically instructed him where to put the boxes. I called in to ask them to remove the additional outlets from my bill and was told because I signed the authorization, that the charges where valid because I signed the work order. I did sign the work order but I didn't read it because I assumed it had on it what I requested and I was in a hurry to get back to work and was meeting many people to get things connected at the new location. I do take responsibility for signing the paper without reading it but when you ask someone to do a specific thing, that is what you expect them to do. Why was he going throughout my house anyway? Just because the previous owners may have had jacks installed, doesn't mean that I need access to them. I specifically told him where I wanted the cable service. He violated my privacy by roaming through my house looking for outlets and I hadn't even been through my house and really looked at everything. I am truly upset that I am being charged for these additional outlets not being used. He didn't even install anything. They were just there. I was told they would credit one charge but the other two should be credited as well. I have been a loyal customer for over a year. I pay my bill on time and have tolerate many many outages of my cable channels in the past. Every month, my channels such as Lifetime and Bravo, etc. go out for several hours at a time and I have called it in on several occasions but finally quit calling in. I believe I should be credited for those additional outlets. Please contact me to see what kind of mutual agreement that we can come to. I simply don't have an additional $60 to pay out with all the other expenditures that I have incurred as a result of his move.

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Margaret and Terry
Pikeville, US
Jul 19, 2016 7:21 am EDT
Verified customer This comment was posted by a verified customer. Learn more

My husband was highly irate when he got up a 4:45 AM and turned on our television and nearly got blasted out of his chair because the volume was maxed out due to an overnight "upgrade" of the cable software program! We have had problems in the past with this whenever they have some sort of download; this time our TV turned itself off and won't come back on!
Needless to say, my husband is not happy that a $2000.00 TV is no longer functional, and, coincidentally, Time Warner had just done an upgrade! I'm no electrical engineer, but that seems mighty fishy.
We are backed into a corner by this monopoly of cable service...we don't really have a desire to switch to satellite...but we can't afford to buy another TV like this.
We were supposed to get a call back from Time Warner at 7:30 this morning...it is 3:41 PM and no phone call yet!

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Kim912
Silsbee, US
Jul 19, 2016 7:21 am EDT

I ordered Internet service over the phone to be installed at my new address. I paid for it with my debit card over the phone and then set up the installation date for Saturday. The technician arrived as scheduled and told me he could not install the service b/c there was no cable in the area for my unit and that he notified his supervisor. I called TWC on Monday and cancelled the service and was told my debit card account would be re-imbursed and was given a conf number and was told it would take 3-4 days. It has now been 3 weeks and still no refund. The last of my several calls to them, I was told it would come in the mail and not a credit to my debit account. Then he checked on that again and told me that it would be a credit to the debit account and NOT in the mail. Then he told me the refund request takes 3-6 weeks and gave me a new case number. TWC should have been consistent with their info on this issue. And it's not even over. I told them I would post all of this on the internet.

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JBigJBig
Newburgh, US
Jul 19, 2016 7:21 am EDT

After many years of mediocre signals, i had gone to HD service. Then the real poor quality started. I have had to change the HD box several times, techs to house, new wiring, new connections etc. Recently I again swithched the box due to missing channels, to no avail. I waited 5 days for a service call- the first available date. Tech arrives and swaps out a splitter. He leaves and a few days later the box continually reboots, now i have to wait 6 days and take off 1/2 a day to wait around the house. No Tech arrives and the call center advises that I had canceled the appointment. They apologize and offer to reschedule 5 days from now and WOW a $20 credit. No offer to speed up a service call. I AM FINALLY DONE. Only after using the "D" word- Direct TV do they offer to credit me the time i havent' had service, which will be going on 11 days. They just simply don't get it.

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Barbara Odgers
,
Jul 19, 2016 7:20 am EDT

I have not received NBC (channel 9) for the past 2 weeks. I understand there are negotiations ongoing between the local NBC affiliate and TWC; however, I am not receiving the programming I am paying for through Time Warner. I expected a credit on my bill for this lost service, but there wasn't one. I anticipate seeing a credit amount posting to my next bill, or I will have to look into obtaining service through Dish or one of the other providers that does carry NBC.

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Hattr
, US
Jul 19, 2016 7:20 am EDT

I had service with them for 10 years .. they started to kick my net every so offten per day over 8 months nothing but fights n bein told they r not cappin my net when i know they r .. had wires they put up hangin off my house . the service guy come to my home mouthin off to me swearing and callin me nasty names i left them a nasty message bout this guy ... NOW THEY TURNING ME OFF becuse of it all .. GOOD WAY TO TREAT A SO CALLED VALUED CUSTOMER TW ...

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Jen820
Watert, US
Jul 19, 2016 7:20 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Company charges new customer less money for same service they provide to long term customers. Descrimination towards loyal customers

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Vibile
, US
Jul 19, 2016 7:20 am EDT

In October, 2011, Time-Warner advertised on TV that if you subscribed (bundled) with them, they would give you a $100 Visa Gift Card.

My card has never been received. I have talked to several of Time-Warner’s reps to no avail. No card!

An E-mail was sent to me stating I had to do three steps to receive said card. I complied. The E-mail stated that I would receive my Visa gift card in six to eight weeks. It has been about three months now since the complaint and I am almost at the first-year anniversary with them.

To me, this is false advertising on national TV.

How many others have been hit?

Thank you for your time…