Time Warner Cable Complaint
How to file complaints about TWC - Cable TV
Time Warner keeps this information a closely-guarded secret. I ultimately had to file a complaint with the Better Business Bureau to get TWC to divulge the name. In Texas it happens to be the Texas Public Utilities Commission.
Find out who that franchising authority is in your area and file a formal complaint.
Maybe if enough people do that TWC will change their ways. They're long overdue for a reality check.
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My cable was disconnected 4 days after paying my 50 day past due balance that was the amount given to my by TW to avoid interruption. I called and they said they need another 210 to turn it back on n I said I could n explained that that's why I called and wAs told to pay 146 which was the most past due. I could not afford it and they said, well, get the money in 10 days or we'll permanently disconnect you, period.....2 days later a tech was at my door asking for that 210 or "he had to do what he had to do", so I told him, go ahead. So he did, including the basic local cable that my apt complex provides for free (about 20 channels). All I have to do is turn in the equipment because I just got a bill 400 n something not including the equipment. They rather lose a 10 year customer than to try and work something out.
I've spent my entire weekend off - in the rain and cold and three kidws - waiting for the Internet, TV and PHones to work. Didn't happen Friday, Didn't happen Saturday, Didn't happen Sunday, and on Monday - call us back about 10 times just for us to STILL NOT GIVE YOU SERVICE.
If you need a heart condition or would like to work with a service provider that will take your money and make you do ALL the legwork yourself for 4 days and get your services activated....
So far - it's been 4 days since they stole my money from my bank account - all the while offering promises of 'Instant Service' Automatic reactivation,etc. -- All of these are falsehoods and lies.
I plan to move on to DirectTV or AT&T, but now I'm spending yet another week just trying to get my money back.
GREATEST AGGRAVATION I"VE DEALT WITH IN MY 35 YEARS OF BEING ALIVE. NO CUSTOMER SIGNIFICANCE - YOU WILL BE DISMISSED IMMEDIATELY UPON TWC receipt of your money....
Good luck - DONT USE Time Warner Cable....
One Unhappy , yet paying and loyal customer -
Signed,
Cranky Now
Needless to say my next bill was incorrect. Now I start contacting them on line chat and getting all the same answers. This has been going on since October when he started with them. Today my bill is incorrect. I'm being charged for things I am not using. Who do I contact now? THE BBB
Have been on a ride since before Thanksgiving......... We have contacted Time Warner Cable more times than needed and have gotten different stories every time (confused) We have been a customer with them for about 2 years and have been getting charged for HBO, STARZ & Cinemax the entire time and had no clue. We contacted them regarding the charges. We were told that they would most likely owe us money but they would look into it and get back to us... Well if only it were that easy.... Since the first call our service was shut off.... Then we talked to then again they turned out service back on...( this happened 3 more times each time talking to someone different...( crazy you can't talk to the same person every time..)
Long story short they have sent out a tech and disconnected our service ( flabbergasted) mean while no communication on there end as to who, what,where,when,how and why they did what they did..... I have no problem paying my bill once they can explain to me what they have done to resolve OVER CHARGING US FOR 2 YEARS....
KEVIN
VERY CONFUSED CUSTOMER
Since Hurricane Sandy, we have lost our cable and internet connection. At first I expected that it would take a few days for service and life to get back to normal. But a week after the hurricane, I called your customer service where I spoke to a representative that told me they were working on the issue, but unclear of when it will be resolved. I accepted this; another week went by, still nothing.
11/15/12 It has been THREE WEEKS since service outage. I spoke to another representative through your online chat service who assured me that the problem is being resolved. Within 24-48 hours, he said, my service will “definitely be restored.” The weekend went by and I still had no service.
11/19/12 I spoke to Online CSR Alan, who assured me that service HAD already in fact, been restored. He told me to go home and try to unplug the devices and let it reboot. I went home, unplugged and re-plugged the modem and cable box, still nothing.
11/20/12 Online CSR Paul tells me the same thing. Service is restored, try it again. I told him that it’s not working, some one should be sent to my house to check on the problem. I tell him the message I see on the screen is "Please check CABLE IN connection on rear of STB. 00B tune failure." Paul tells me there aren't any appointments open until 12/5, another TWO WEEKS away. I explain that it is not possible, I need something sooner. He replies that he's put the appointment into the system as an emergency, and someone will call me the next day to confirm a technician will arrive at my house WITHIN the next three days.
11/21/12 I waited all day and never received a call. I call your customer service again and speak to Sergio this time. Who tells me that the previous CSR only told me some one will call today to appease me, the appointment is still set up for 12/5. There is nothing else available. He then tells me that if something opens up, I will be notified, in the meantime he's moved my appointment to 12/3. He also suggests there might be a problem with the cable box, since the trouble shooting hasn't resolved the issue. I heed the advice and bring my cable box and modem to an office to be exchanged. After setting the new box up, I still have no service. The display message now reads "ERROR CODE IA09."
11/29/12 I receive an automated call confirming the appointment on 12/3. I accidentally press the 1 key, where I am told the appointment is now being canceled. Immediately, I call customer service back and speak to CSR Cathy, who reassures me the appointment is still valid, she will make a note on it to make sure the appointment does not get canceled. I let her know that during the storm, my neighbor's tree had fallen, could a line have possibly been dragged down? She replies that someone will be sent out prior to my appointment to survey the area.
12/3/12 My appointment is set up from 12 PM-2 PM. At 3:30 PM, a technician has still not arrived nor have I received any call rescheduling this appointment. I call again, only to be told that there IS NO APPOINTMENT SET UP, AND NO ONE KNOWS WHY I WOULD RECEIVE AN EMAIL STATING THAT THERE IS A SCHEDULE SET UP!
Imagine my disbelief at hearing this. Time and again, your representatives have given me false hope and lies, what kind of company thinks treating a customer this way is acceptable? I am now being told by CSR Supervisor Mr. Brevner that someone will "TRY" to come tomorrow, but I will not receive a confirmation call until later today. I ask him how I can just trust his word on this, I need to know right now if something is set up or not, he gives me another empty reassurance that I am now a priority in the system, that I will "definitely" be notified later today.
It has been over FIVE WEEKS since Hurricane Sandy, and yet this problem is still unresolved. But the biggest issue I have is the deceit and empty promises your company shells out. A CSR from today's conversation questioned ME if there were any fallen cable lines! I understand that the storm has caused a lot of damage, but to take OVER SIX WEEKS to restore service when ALL OTHER COMPANIES HAVE RECOVERED is absolutely ridiculous. If there is a problem with the cable line in my area, how is it that you have received no information on this? Isn't your system supposed to be able to tell if there is a line loose in an area? And if there is a line loose, why hasn’t there been someone sent to fix your damaged service lines?
I have called in numerous times, yet not one of these times has been logged. And your chat online box where you can check it to have the transcript of the conversation emailed to you? Why bother putting that option there if each time I check it I don't receive the promised email? Why do you keep records of phone calls or even have customers speak to your representatives if no notations are actually kept on record? What is your customer service reps even authorized to do because it seems out of their capacity to provide even the most basic of services?
This incident has really shed a different light on Time Warner Cable. Your representatives are hollow in their knowledge and your ethics are questionable. I have lost faith in this company, and if I don't receive the call back confirming an appointment for tomorrow by tonight, I will take it as my business is not important enough and TWC values its customers so lightly that I will take my money else where.
I demand a refund of my last 2 months payments as the service is sooo disconcerting that I lose interest. What is your company doing about this problem, and now you have an answering machine on since last week about this and we cannot get through to even a technician.
Aren't you wondering HOW YOUR IMAGE IS?
kATHLEEN A. NELSON, 1421 PARADISE ISLAND LANE, BANNING, CA 92220, TELE 951-257-4148
I demand a refund of my last 2 months payments as the service is sooo disconcerting that I lose interest. What is your company doing about this problem, and now you have an answering machine on since last week about this and we cannot get through to even a technician.
Aren't you wondering HOW YOUR IMAGE IS?
kATHLEEN A. NELSON, 1421 PARADISE ISLAND LANE, BANNING, CA 92220, TELE 951-257-4148
Steaming in Stow, Ohio
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