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Time Warner Cable Pay Express


Online payment is a rip-off!

Complaint Rating:  95 % with 160 votes
95% 160
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.
Complaint comments Comments (108) Complaint country United States Complaint category Satellite & Cable TV


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A  6th of Jun, 2007 by    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.
A  24th of Sep, 2007 by    0 Votes
Payexpress is just a TWC run-around. I wish there was some way to talk to a person with knowledge.
A  3rd of Jan, 2008 by    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.
N  9th of Apr, 2008 by    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.
A  21st of Apr, 2008 by    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!!!
A  24th of Apr, 2008 by    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.
N  10th of Jul, 2008 by    0 Votes
no comment
N  4th of Nov, 2008 by    0 Votes
Channel 57 Fox News---Signal breaking up---for 2 weeks--
N  6th of Nov, 2008 by    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.
N  31st of Dec, 2008 by    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.
N  15th of Feb, 2009 by    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
N  16th of Mar, 2009 by    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.
A  23rd of Mar, 2009 by    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?

A  23rd of Mar, 2009 by    0 Votes
N  18th of May, 2009 by    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!!!
A  5th of Jun, 2009 by    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!
A  19th of Jul, 2009 by    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.
A  10th of Aug, 2009 by    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.
N  22nd of Sep, 2009 by    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 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
N  4th of Nov, 2009 by    0 Votes

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.


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

[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.

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