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Time Warner Cable Payexpress Complaints & Reviews - Online payment is a rip-off!

Time Warner Cable Contacts & Informations

Time Warner Cable Payexpress

Posted:    Evan Henderson

Online payment is a rip-off!

Complaint Rating:  95 % with 154 votes
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.
Comments United States Satellite & Cable TV
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 6th of Jun, 2007 by   Scott L Mayo 0 Votes
Get this - I have been paying my TWC electronically from my bank and it goes out each month automatically. So this February (2007) it went out as normal but Time Warner says they didn't get it. So I get the next month bill with the missed payment plus a late fee so I phoned.

They started out by saying no problem we will enter a payment search and find what happened to it. Then I get this not-so-nice letter claiming that I screwed up some how and needed to pay this bill again. Excuse me, but I didn't change anything.

So I called the numbers that were on the letterhead and all of them had been disconnected. Okay so who made changes? So I dialed the toll free service just to wait on hold to talk to a totally useless first line customer service person. Not trying to put any one down but there job is simply to get information they have absolutely no authority to correct any problem unless it involves collecting money. So after my third CS person I demanded a supervisor and after 3 days I finally got a call back.

Then I was accused of ignoring a second letter that requested the actual bank statement proving that I paid the bill. The letter never came! I have no intentions of giving out that type of information but did copy and paste the needed information to help TWC to find their mistake. They wouldn't accept my document and demanded the actual statement. So I said no problem send me yours then I'll send you mine. The phone got quiet but they light finally came on.

So they took the information I sent and I received a letter at the end of May finally stating the found the problem and have corrected it. Yeah, but the story don't end there.

I get my June bill and it claims I didn't pay my May bill which of course I did just like February. However, when I called to tell them what happened again the CS personnel said my cable would be shut off on Friday unless I make a payment. I said I did make the payment and he stated I would have to send in a bank statement. Oh My God didn't I just go through this.
 24th of Sep, 2007 by   jerald anderson 0 Votes
Payexpress is just a TWC run-around. I wish there was some way to talk to a person with knowledge.
 3rd of Jan, 2008 by   Aromal Lilly 0 Votes
I just now canceled my Time Warner Digital Cable+HBO after a heated argument with customer service over late fees. I have been using the Road runner and Cable for more than a year here in Columbus, Ohio. My monthly utilities include cell phone, land line, electricity and cable. I use my chase bank account's pay bill facility to pay all these bills at the beginning of the month. The land line and electricity bills arrive in my email every month, so it is easy to just type in the amount through the chase pay bill for these items. For cell phone, I log into the account and pull out the amount and pay it through chase. Time warner has this stupid pay express which will not allow you to log into it for weeks. So I missed paying for one month since the amount varies by little every month and also due to some deals we pay the regular amount after the deal period. Next month also the pay express has the same logging issues. So then onwards I started paying $178.14 (2x$89.07) for the missed month and the old regular amount of $89.07 monthly even though I didn't know what the exact amount was. But they started accumulating the late fees and it reached $15 by the time I noticed the new bill through pay express. So I called and explained to them that I have been regular in paying my all other utility bill and that this happened because of the pay express logging issues. But they agreed to waive only one month's late fee of $5. I did not want to pay $10 extra for no mistake of mine.
 21st of Apr, 2008 by   China Brooks 0 Votes
The same thing has happened to me. I'm having trouble logging in to Pay Express as we speak and I was charged with $25 in fees a few months back because there was "insufficient funds" in my account. Uh, the bank has no idea of this and they didn't charge me anything on their end, which they would have, and I had plenty, and I mean plenty of money in the bank at the time. I sincerely wish I could get some other kind of dsl here where I live in Studio City, CA but TW Roadrunner is the fastest and has a nasty monopoly on the place. I went in to dispute the charge (they told me I had to drive to a location to deal with it in person!) and the lady who helped me was not very nice, to her I was just another annoying customer even though I am like you guys; always trying my very best to be polite and compassionate. And like I said, now I can't log into Pay Express and TW hasn't been sending me any notices telling me to pay my bill either by email or online. TW sucks!!!
 10th of Jul, 2008 by   Enid R. Figueroa 0 Votes
no comment
 15th of Feb, 2009 by   kue 0 Votes
Roadrunner charged my $20 for some porn movie i never rented!!! i called and asked them what was going on and they said that someone must have rented the porno since they say that nobody can rent and charge to your account, i guess i have casper the ghost in my home renting pornos
 18th of May, 2009 by   Ms. T 0 Votes
I have been paying my Time Warner Cable Bill online through automatic paymennt since September. In March of this year, I cancelled my automatic payment and Time Warner Cable put the payment through anyways and caused my checking account to incur NSF fee's and now they don't want to make good on their mistake and pay for my NSF fee's. I am in the process of emailing them back and forth & continueing telling them of this problem but they continue to say it wasn't their fault. Well guess what, it was. So until I get some satisfaction, I will be fighting for a long time. I am not going down w/o a serious fight. They will pay me $62.00 for those fee's. Since the supervisor's don't want to help me, I will be going to head of the company. Somebody is going to give me my money back!!!
 5th of Jun, 2009 by   Time Wiener Victim 0 Votes
I agree Time Wiener is horrible but in San Diego they have a monopoly in certain regions. If you live in one part of town you can only subscribe to Time Warner (or Wiener as I prefer to call them). If you live in another part of town you can only subscribe to Cox. I just purchased a house in the Wiener Only Area and, their service is so terrible I may like to move when the economy picks-up just to get away from them. So far it took them two months to provide us service when we moved in. Then it took another few months to actually get the services we were paying for. Now, they keep wanting to increase our bill for no apparent reason. Also, they are forcing us to use the pay express and now I have no idea if the payment went through or not or when the bill is due. (Due to a glitch in their system I am not able to see my own account.) I told them of the numerous errors with their web site (which it seem you wouldn't have if you were an internet provider) and they act like I'm an idiot that doesn't know how to use a computer. I'd like to say for the record I am an Engineer with a Professional Engineering license and I know when your software program is F#@ked! Each time I call to complain it takes an average of 5-6 hours on hold. No wonder they are being sued by the City of LA for messing-up the City phone system!
 10th of Aug, 2009 by   kh torg 0 Votes
I have used check free successfully to pay my TW and other bills for years, TW, is forcing me to use their pay express and no longer accepts Check Free. For the last several months before informing me they no longer will be using check free, they would loose the payment and give me the run around, meanwhile charging late fee's etc. They suck for sure.
 4th of Nov, 2009 by   lobbyx 0 Votes
http://post.complaints.com/confirm.php

email: lobbyx@hotmail.com for more details and/or status.

Time Warner Cable / PayExpress

Should you have problems with TWC try mailing OR emailing
their head honchos if you don't get results at the local
yocale level. Happy Trails!

Also, read about what else is happening when a utility
becomes too big and needs to be disassembled into a
million pieces to ensure corporate monopolies are not
allowed to abuse patrons.

PERIOD. TAKE NO PRISONERS WHEN IT COMES TO YOUR RIGHTS.
AND PASS IT ON. PIO. PIO. PIO

Time Warner Inc.
One Time Warner Center
New York, NY 10019-8016
United States - Map
Phone: 212-484-8000
Fax: 212-489-6183
Web Site: http://www.timewarner.com

Citigroup, Inc.
399 Park Avenue
New York, NY 10043
United States - Map
Phone: 212-559-1000
Fax: 212-793-3946
Web Site: http://www.citigroup.com

Cabela's Inc.
One Cabela Drive
Sidney, NE 69160
United States - Map
Phone: 308-254-5505
Fax: 308-254-4800
Web Site: http://www.cabelas.com

Sun Microsystems Inc.
4150 Network Circle
Santa Clara, CA 95054-1778
United States - Map
Phone: 650-960-1300
Fax: 650-336-0646
Web Site: http://www.sun.com

Citadel Broadcasting Corporation
7201 West Lake Mead Boulevard
City Center West Suite 400
Las Vegas, NV 89128
United States - Map
Phone: 702-804-5200
Fax: 702-804-8250
Web Site: http://www.citadelbroadcasting.com

Dell Inc.
One Dell Way
Round Rock, TX 78682
United States - Map
Phone: 512-338-4400
Fax: 512-728-3653
Web Site: http://www.dell.com

Mr. Jeff Bewkes, 56
Chairman and Chief Exec. Officer $ 9.35M $ 1.74M
Mr. John Martin Jr.,
Chief Financial Officer and Exec. VP $ 3.15M N/A
Mr. Paul T. Cappuccio, 47
Exec. VP and Gen. Counsel N/A N/A
Ms. Patricia Fili-Krushel, 55
Exec. VP of Admin. $ 2.60M N/A
Mr. Robert K. Shaye, 69
Co-Chairman of New Line Cinema and Co-Chief Exec. Officer
of New Line Cinema


COMMUNICATIONS TECHNOLOGY
[Language/Communication Barriers/Blunders]

Time Warner Inc., a global communications leader in media
and entertainment with businesses in television networks,
filmed entertainment, publishing and interactive services,
uses its industry-leading operating scale and brands to
create, package and deliver high-quality content worldwide
through multiple distribution platforms has failed at its
most elemental level in spite of a recent Sept 16th
webcast and participation in Goldman Sachs�¢ï¿½ï¿½
Communacopia Conference in New York.

The FCC may be surprised by a firestorm of criticism drawn
recently by darling Timewarner Cable when news leaks out
that not only double billing issues but unprofessonal
employee misconduct in discriminatory practices against
spanish-speaking paying clients detriments TWC
communication industry credibility.

In spite of fifty-two percent of Hispanic population
online activity, representing 23 million users, surpassing
the two year old figure estimates predicting Hispanic web
population would not exceed 20 million until 2020, TWC has
tapped the sleeping dragon with discriminatory practices.
Shame on Timewarner Cable and its subsidiaries. Today the
growth of US Hispanic Population on the internet
has accelerated exponentially per Mediaweek published
reports.

Still, TWC has been reported as not only double billing
spanish-speaking clients, but adding insult to injury when
spanish-speaking clients arrive to be called by number and
are mistreated as second-class clients when forced to wait
longer as no spanish-speaking representatives are
available to accomodate them. Disgruntled schedule-
conscious bilingual clients in need of returning to work,
taking kids to school/daycare or attend classes are
wonderng when TWC wll get their act straight. TWC is in
seriously deep doo from a range of discriminatory
practices to sever business blunders. Just how is TWC
expected to grow in this economy when its rank and file
are in such disarray (and to the dismay of stockholders).
A never ending slippery slope. However, there is hope. The
FCC works with TWC alongside Latin based forums and
educational organizations towards improved billing
practices, upgrading against anti-discriminatory practices
and
general TWC representative sensititivity training and
interpersonal communications upgrades especially in
nationwide Hispanic regions. TWC is expectd to
deliver by year's end in the form of scholarships,
improved service, etc. etc..

090909 [T] 8:37 AM Went by Timewarner Cable to pay phone
bill previously spoke with Diane via phone on Friday re:
inaccurate amount accoridng to regular biling cycle.

Looked like double billed account for client. Told Diane,
client advised he had not received bill until double
billed amount on 08/31/09. Would clear business on [T] DUE
TO LABOR DAY WEEKEND.

At TWC Office on Tuesday, picked ticket. While waiting for
turn, observed TWC representative's
discriminatory practices in setting aside two spanish-
speaking clients on two seperate occassions.

According to their questions, these two spanish-speaking
clients had the same double billing issues.

However, their turn and time were usurped by TW reps lack
in communication skills providing them service only
because they were spanish-
speaking and the TWC rep was not so they were moved to the
side. TWC failed to accomodate this protected class of
spanish-speaking clients and were informed that a
representative would not be available until hours later.

Essentially, TWC representatives failed to provide TWC
finest home phone service and instead provided
unprofessional misconduct that not only failed to fulfill
TWC standards of excellence in home phone service, but
instigated an inconvenient, time-wasting introduction to
an uglier side of TWC discriminatory practices and
uprofessionalism that left one sensing one was not in good
hands with TWC. When a simple business transaction
escalated to the point of a client being maligned and
harassed by other lobby client bystanders who had no
business interfering with initial client's private
transaction and TWC representative allowed this verbal
assault on initial client to continue without correcting
perpetrators led to a mob mentality escalation against
someone standing up for their turn in a private business
transaction.

Secondly, TWC representative was not in compliance with
Privacy Acts protecting a client's information and had
issues with maintaining client's privacy while
collecting client's personally identifiable information.
The representative failed to properly respect client's
confidentiality regarding private informaton. And even
after addressing the importance of confidentiality, TWC
representative failed to exhibit care. To secure client's
privacy, client representative clarified informaton sought
was on the TWC information sheet previously presented to
representative. Requested representative not voice
confidential information out as the data could be heard by
lobby bystanders. [Incidentally in prior bill pay
experiences, TWC representatives were informed of a person
sitting in a lobby with a laptop computer who was writing
down social security numbers and phone numbers that were
voiced out by the TWC representative for each client that
came through the lobby doors.] TWC security was lax. TWC
was irresponsible in security breach, was not securing
that private information was not easily accessible by
strangers or non-TWC employees in an age of identity theft
you would expect a communications giant could at least
manage this. While explaining double billing issue to
representative, representative asked for the "mailing"
address of client. Told representative it was on the
form, again, and pointed to form and reminded
representative not to voice out information. The
representative asked for "physical" address. Told
representative both mailing and physical addresses were
the same and were on the form. Representative said they
weren't. Repeated for the third time the information
requested was on the form. The TWC representative was
most likely referring to the "billing" address. Which
possibly had just been upgraded on the computer on Friday
when double billing issue was discovered via phone
conversation with TWC. When clarifying if representative
meant "billing" address and not "Mailing" or "Physical"
address which was what representative had asked for, then
why hadn't representative asked for "billing" address
information as this caused confusion.

TWC representative failed to acknowledge error and denied
asking for mailing/physical address information. I
mentioned to TWC representative that alongside failure to
graciously accept constructive criticism, representative's
lack of empathy and negative and unimpressive attitude
[which stunk] was not helping clients and was detrimental
to TWC customer representative service relations [not to
mention the discriminatory practices observed two clients
before with the spanish-speaking clients who were put
aside without merit.]

At this juncture, another lobby bystander spoke out of
turn and interfered with this client's transaction and
time to address issue with customer service
representatve's unprofessonalism and disregard and
disrespect for TWC clients' privacy. After telling
instigating bystander to mind his own business and wait
his turn, two other bystanders chimed in that they had to
go to work. Wouldn't have that problem with time
management if the representative had simply admitted
representative's error and we would have been able to move
foward without further incident. Instead the problem
escalated. Timewarner Cable Representatives' lack of
interpersonal skills further allowed a situation to
escalate, allowed aggressive bystanders to speak out of
turn and allowed harassing bystanders to retaliate against
client for bringing representative's unprofessional
misconduct, TWC's double billing issues and discriminatory
practices to light. The verbal assault on this TWC client
could have been avoided had TWC representative been able
to take constructive criticism over a simple error easily
remedied with affirmative interpersonal communication
skills. Heck, if mega-communications magnate/founder Ted
Turner can embrace constructive criticism without issue,
surely a TWC representative has the grace to do as well
without provocation, harassment, retaliation or incident.

Thank you in advance for ensuring future spanish-speaking
clients are safe from verbal/physical assaults while on
TWC premises and thank you for ensuring TWC employees are
exposed to sensitivity training and interpersonal
communications training, while upgrading the lobby area to
ensure the utmost client privacy is practiced. Finally,
thank you for ensuring anti-discriminatory policies and
practices at TWC locations are upgraded before donations
of personal computer equipment, software and TWC internet
services are evenly distributed amongst the following
educational organizations as a token of your efforts
towards a better future with TWC.
 23rd of May, 2010 by   nenc7410 0 Votes
I am having a heck of a time trying to get into PayExpress. Time Warner also said they would be converting to something called MyServices. It is now 10:20 EST 5-23-10 and I have been trying many ways to findout where MyServices is located for about an hour now. Pay Express has been impossible for me to log into for two months now. I have only found MyServices once. I am not a computer savy person so why can't it be simple for folks like me.
 9th of Jun, 2010 by   olbob 0 Votes
PayXPress is just a scam. Time Warner is so hard up for customers and cash that they are doing anything to find a way to squeeze extra money out of their remaining customers.

If you didn't follow what happened the real Time Warner (TW) spun Time Warner Cable (TWC) off as a separate company. In the process they made TWC buy all their stock from TW. That cost about 16 billion dollars. TWC had 8 billion in liquid assets so TW sucked all that up. But, TWC did not have the other 8 billion so TW "loaned" them the money. So TWC went from having a nice cash reserve to having a huge debt and no operating capitol. Yeah, TWC is not longer part of TW. They just got to keep the name.

To make things worse, from their point of view, the cable companies have lost something like 5 million customers over the last couple of years. Most of the loss has been in the last 6 months of so.

Back to PayXpress... I had an "ebill" set up through my bank so that I actually received a copy of my TW bill through the bank. I could just log into my bank account and pay all my ebills. It was great. Then, TW went to this PayXpress scam. They refuse to send you the actual bill by email. They will send you a notice of where to find the bill, but not the actual bill. So, I just ignored them and used my bank web site to send them payment. Then they told me they would not accept payment through my bank web site...

They told me if I wanted to pay on line I had to do it through PayXpress. I told them that if they wanted to get paid they were going to have to accept payment through my bank web site. They refused. After a couple of months they threatened to cancel my service for non-payment. I pointed out that I had paid them, but that they refused to accept it. They said they didn't have to accept it that way. I said that was right they didn't have to accept it. But they also could not claim I hadn't paid them. I told them that they could either accept it the way I wanted to pay it or lose a customer. They eventually got the message and started accepting my payments. They also dropped the "late" fees.

A few months later I dropped them and switched to AT&T. AT&T was so bad... The service never worked. It didn't do what they said it would do. It sucked. It also took 11 months to get all the moeny they owed me. AT&T charged me for the service for 3 months after I canceled it. Then they kept charging me for the phone lines and Internet for a couple of more months. Then they actually apologized told me they owed me money that I had been trying to get from them for 5 months. Then, 6 months later they sent me a check. One messed up company. But, of course, AT&T has been out of business for years now. Yep, they got bought up by SBC, the former Southwestern Bell Corporation, who fired almost all their management, most of the rest of the staff, and just kept the name, the long distance infrastructure, and some of their R&D.

I switched back to TW in a week. As a "win back" I got more services than I had before at a cost less than I had been paying before. I'm only paying about 66% of the list price and I got that locked in for 2 years. When that two years ends I'm going back to AT&T. They've now had two years to get the bugs out. And, if their service still doesn't work, then I'll let TWC win me back one more time :-)

I have to say that over the last two years the TWC customer service has gone from insanely bad to the best I've ever seen from a telecom company. Seriously, I was on the phone with them today and the phone was answered quickly, the problem was handled and corrected in just a few minutes, and the representative noticed a weird problem with my bill and I was handed off to a specialist who identified the problem and fixed it. Total time on the phone less than 20 minutes.

It is just amazing what actually needing customers and facing real competition can do to a company. :-)

Anyway, TWC customer service is getting better all the time. OTOH, they are doing everything they can to make their Internet service useless. They understand that once you have high speed Internet you do not need cable TV or telephone. TW figured that out a long time ago, why else spin off, and rape, a major part of your business? Because you know that their business model can not survive.

BTW, I'm in Round Rock, Texas. Just north of Austin. I was one of the first Roadrunner customers and I've switched my Internet service back and forth between the phone company and TW for the last 15 years.

Ol'Bob
 13th of Feb, 2012 by   malmalvs 0 Votes
I am currently having billing issues with TWC as well. A few months ago, my husband paid our bill online through Pay Express. My husband and I noticed that the money still had not left our account two weeks following our payment. As many of you, I find TWC customer service useless and stressful, so we decided to wait for our next statement. When the statement came, indeed it indicated that a payment was never received. On top of that, they had applied an NSF fee of $30. I called TWC to find out what was going on. The woman informed me that TWC tried to process the payment, but that there were insufficient funds in our account so the bank had charged TWC an NSF fee which TWC passed on to us. I know that the money was in our account and I never received an NSF or overdraft notice from my bank. Upon speaking with them, they verified that the money was in our account and that the money had never been withdrawn. They also informed me that had there been any attempt to remove the money from our account, that the bank would have record of it. When I called TWC back, they told me to fax over bank statements to prove it. My bank manager faxed over the bank statement and we never got a response. We brought our bill current, over the phone minus the NSF fee. The next month, the NSF was still there. And, TWC collections department began contacting us for the delinquent $30. I explained about the NSF fee and that my bank had faxed the statements over to them, but that we had never heard back. They informed me that our "claim" had been "reviewed"and denied. I asked why it was denied, and the woman on the phone just repeated that it was denied. I then asked why I had not received a letter or phone call stating why it was denied. She could not answer that. She just kept telling me that TWC tried to process the payment, but there was not enough money in the account. I told her that if that were the case, then my bank would have a record of it and would have charged me an overdraft fee themselves. She informed that if TWC could see our account balance without actually processing the payment. How ridiculous!!! Who ever heard of such a thing??? The woman made no sense. After fruitlessly arguing with her, I asked for a supervisor. She said that she would check, but she doubted that there were any. I said that that was also ridiculous. Why wouldn't there be a supervisor on a shift? She came back and of course said that there was not one available, but she could have one call me when they were in. I would not take that answer and continued to insist that I speak with one immediately, insisting that there must be one. To which she replied that supervisors are only in during scheduled weekly meetings. Outrageous! After more arguing, she miraculously got me to a supervisor. He repeated the same run around that the previous woman had. But this time, he informed me that the bank had nothing to do with the NSF fee. Apparently, TWC would like us to believe that they don't have to process a payment through the bank, but have special powers to see customer accounts without the bank having any trace of it. So they are doing us some kind of favor, because if the bank were involved I would be charged by the bank and by TWC for bouncing checks! Unbelievable!!! TWC must take their customers for idiots! He blamed the whole thing on my husband, claiming that HE must have typed the wrong account number into the payment system, and it went to another account. However, my husband is an IT professional. When using TWC's lax payment system, which does not provide confirmation numbers, he takes screen captures of the payment before sending it and the notice that says the payment has been completed. The account number he submitted was the correct account. The supervisor refused to remove the charges. After I ranted about TWC taking advantage of its customers and informing him that I live paycheck to paycheck with a family to feed. $30 may be peanuts to them, but for a family on a budget, it means a meal for my family. He did agree to resubmit my "claim", and get back to me. Surprise surprise. I have heard nothing back from them and the fee still stands. I am at my wit's end, but I refuse to pay for someone Else's mistake.

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