The most trusted and popular consumer complaints website
Explore your opportunities! Create an account or Sign In

Time Warner Cable Pay Express / online payment is a rip-off!

1 United States Review updated:

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.

Sort by: UpDate | Rating


  • Sc
      6th of Jun, 2007
    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.

  • Je
      24th of Sep, 2007
    0 Votes

    Payexpress is just a TWC run-around. I wish there was some way to talk to a person with knowledge.

  • Ar
      3rd of Jan, 2008
    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.

  • Va
      9th of Apr, 2008
    0 Votes
    Time Warner - Totally un-American
    Time Warner
    United States

    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.

  • Ch
      21st of Apr, 2008
    +1 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!!!

  • He
      24th of Apr, 2008
    0 Votes

    i spent an hour on the phone yesterday with these clowns...and now i've been on hold for more than half an hour, already. and this time i had a name and an extension.

  • Be
      4th of Nov, 2008
    0 Votes

    Channel 57 Fox News---Signal breaking up---for 2 weeks--

  • Bi
      6th of Nov, 2008
    0 Votes

    I'm in Niagara Falls, NY with Time Warner. My Fox Business HD channel has been breaking up for months, just the sound, the picture is ok. TimeWarners customer service is NON EXISTENT.

  • Ma
      31st of Dec, 2008
    0 Votes
    Time Warner Cable - Horrendous Service
    Time Warner Cable
    United States

    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.

  • Ku
      15th of Feb, 2009
    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

  • Da
      16th of Mar, 2009
    0 Votes
    TimeWarner Cable - Fraudlent Charges
    TimeWarner Cable
    United States

    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.

  • Jo
      23rd of Mar, 2009
    0 Votes

    I have lived in Cotati Ca. for 8 years and Comcast On Demand Cable has always droped a signal there is always something on the screen that urges you to call them. Then you have to stay on the line while it the automated system asks you if you would like to upgrade your phone, computer service? Why would we up grade service when On Demand does not work? This week we will be discontinuing service I feel I have been more than patient with Comcast and I am thankful they do not run National Security.
    Perhaps GOOGLE should buy out Comcast Cable at five cents on the dollar so someone can correct the long over due problem?


  • Jo
      23rd of Mar, 2009
    0 Votes


  • Ms
      18th of May, 2009
    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!!!

  • Ti
      5th of Jun, 2009
    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 [censored]ed! 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!

  • Ha
      19th of Jul, 2009
    0 Votes

    You MUST deal with TimeWarner in writing. Do NOT rely on phone calls or email.
    You MUST deal with TimeWarner in writing.
    You MUST deal with TimeWarner in WRITING.

    If TimeWarner were a person it would best be described as a pathological liar: They will say one thing and do whatever is most convenient for them.

    I have made a hobby out of rescuing people from TimeWarner. They screwed me out of $1000 so I plan to cost them orders of magnitude more in customer loss.

    Send ALL letters to "the office of the president" for your territory.

    If you continue to be defrauded by TWC file a FORMAL complaint with the "Public Utilities Commission"


    remember you CAN also sue them in small claims court. In most jurisdictions the filing fee is about $60. WHEN you win your case you will recoup this investment.

  • Kh
      10th of Aug, 2009
    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.

  • Fi
      22nd of Sep, 2009
    0 Votes
    Time Warner - $300 groceries - can't get
    Time Warner
    North Carolina
    United States
    Phone: 704-567-5533

    Time Warner had a promotional for either $300 of gas or groceries. I chose groceries and followed the rules according to 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

  • Lo
      4th of Nov, 2009
    0 Votes

    email: 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.


    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:

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

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

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

    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:

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

    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

    [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

    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
    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

    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

    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.

  • Ne
      30th of Nov, 2009
    0 Votes
    Time Warner Cable - Hate them
    Time Warner Cable
    United States

    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.

Post your comment