Time Warner Cable Complaint
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How to file complaints about TWC - Cable TV
Anyone who's done business with TWC knows that their customer service is non-existant. Complaints do no good. Here's the solution: I contacted the FCC and was told that complaints need to be directed to Time Warner's local franchising authority for your area.
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.
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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0 OK, I suckered for your scam. You know, the scam about "cutting your bill because you've been identified as a good customer and some of our customers have been complaining about their bills so we're being proactive." You know the one. I thought I asked all the right questions. ME: "How long does this offer last?" TWC: "I can't promise forever." ME: "But is this a 12-month thing followed by an even higher bill than before?" TWC: "No. We're trying to retain you. Plus, we're going to give you a new, better modem." ME: "Really? How is it different?" TWC: "It enables digital phone service, and it's faster." ME: "I don't want phone service. I don't want to be charged for that. I don't need it. Do I have to have a phone-enabled modem?" TWC: "Yes, but the phone service is free." ME: "For how long? Is this another 12-months and my bill goes up?" TWC: "No. And you don't have to use a phone." ME: "So, my bill is going to drop to $99, from $126, and I get a new modem, and this isn't a limited time offer." TWC: "That's correct, Mr. Parise." I took the bait. The bill is $126.72, with $58.96 in credits that expire in 6 to 12 months. The whole thing is a scam. Time to switch.
0 TWC has the worst customer service of any business I've EVER dealt with. I ordered TWC Signature Service thinking I would get better service...but NO. My initial install was fast, but done incorrectly. It took several days and HOURS on hold on the phone to get through and get the issues resolved. I don't know about you, but the longer I wait on the phone, the angrier I get. Now I am moving and want to transfer my service. After the phone aggravation, I thought I would use TWC chat. The "analyst" I spoke to referred me to a web address that stated, " We'll call you back in 5 minutes." Hahahahahahaha!!! I received an email 2 days after I submitted my move request again stating they would contact me. Today (6 days after the email) I called TWC and the customer non-service rep chided me because I had not called THEM!!! I explained that I had followed their directions and that I was moving on Friday, April 27 and expected to have service that day. She then said they could transfer my service on April 26, the day BEFORE I move. Ugh!!! Then she tells me she doesn't have the installation schedule for after Thursday and will have to call me back to schedule a time. Today is Tuesday, April 24 and they can't schedule an appointment more that 2 days out??? Do I think I will get a call?? I'm not holding my breath.
0 I appreciate the direction on where to file a formal complaint. I have spent too much time trying to reason with them and have over $400.00 worth of services that they charged me for that I never got because of their terrible customer service department and the fact that they said I should have reported it. How do you report something to a busy phone line - apparently, everyone is calling for support and the only way you're gonna get it is if you move their "business solutions" area that costs even more money. Or, maybe that wouldn't even work - but according to their commercials you get great customer service is your a business customer. The rest of us can just be damned in their eyes!
0 time warner is a greedy corporation,
recently raised cable rates in my area.
my bill went up 18%.
the new rates were on the back of the second page of the monthly bill.
they never use the words 'increase' or 'raised'.
they say you may see an 'adjustment ' to your rates.
yes, an 18% 'adjustment'.
called last week because on-demand wasn't working.
9 pm and waited 20 minutes on hold.
guy on phone told me he was in a room in colorado with 300 phone reps
just handling customer problems.
that tells me how bad their service is.
i will probably soon swith to direct tv.
recently raised cable rates in my area.
my bill went up 18%.
the new rates were on the back of the second page of the monthly bill.
they never use the words 'increase' or 'raised'.
they say you may see an 'adjustment ' to your rates.
yes, an 18% 'adjustment'.
called last week because on-demand wasn't working.
9 pm and waited 20 minutes on hold.
guy on phone told me he was in a room in colorado with 300 phone reps
just handling customer problems.
that tells me how bad their service is.
i will probably soon swith to direct tv.
0 Time Warner Cable is charging me for a box that was taken by TWC "staff" or "subcontractors". They never provided me with a receipt. I called TWC explaining to them what happened. They told me they were going to "open a claim" & contact me with the results. Weeks passed & TWC NEVER CONTACTED ME. I recently received a Collection Notice from North Shore Agency. I do not appreciate the fact that TWC LIED TO ME OVER & OVER AGAIN. I have new service with TWC at a new address & there is no point for me to not return their equipment. TWC's employees took the equipment & probably never returned it OR TWC has a terrible system checking in equipment. I think it is terrible that TWC works like this. Now this is on my credit report & I have a collection agency after me for $278.04. They are the worst when it comes to a Cable & Internet company. I have never experienced such rude service & dishonesty before. I am disputing this FALSE ACCUSATION. I will not give up. I want this OUT OF MY NAME. I AM NOT PAYING FOR SOMETHING I AM NOT RESPONSIBLE FOR.
0 Time Warner Cable is charging me for a box that was taken by TWC "staff" or "subcontractors". They never provided me with a receipt. I called TWC explaining to them what happened. They told me they were going to "open a claim" & contact me with the results. Weeks passed & TWC NEVER CONTACTED ME. I recently received a Collection Notice from North Shore Agency. I do not appreciate the fact that TWC LIED TO ME OVER & OVER AGAIN. I have new service with TWC at a new address & there is no point for me to not return their equipment. TWC's employees took the equipment & probably never returned it OR TWC has a terrible system checking in equipment. I think it is terrible that TWC works like this. Now this is on my credit report & I have a collection agency after me for $278.04. They are the worst when it comes to a Cable & Internet company. I have never experienced such rude service & dishonesty before. I am disputing this FALSE ACCUSATION. I will not give up. I want this OUT OF MY NAME. I AM NOT PAYING FOR SOMETHING I AM NOT RESPONSIBLE FOR.
0 Worst experience!!! its not worth the time spent trying to call them, and it seems like we have few to no choice besides this lousy company. I just want swicht to a different phone/internet company already!!!
But what other company ??
But what other company ??
0 Worst experience!!! its not worth the time spent trying to call them, and it seems like we have few to no choice besides this lousy company. I just want swicht to a different phone/internet company already!!!
But what other company ??
But what other company ??
0 TWC sucks....I just disconnected all services with them after 5 years because they did't honor what they offered me.
I will never do any buiness with them again.
I will never do any buiness with them again.
0 TWC sucks....I just disconnected all services with them after 5 years because they did't honor what they offered me.
I will never do any buiness with them again.
I will never do any buiness with them again.
0 Dont get service with Time Warner they have horrible and false advertisement and they suckkkkkkkkkkk bananasssss.s......
0 Time warner customer services are the worst. They don't know that they are doing. If there is a choice, please go to some other vendors.
0 Cable Companies like timewarner and comcast
Only the airlines make us similarly unhappy.
Why is that?
Part of the problem may be the absence of competition. The major cable players - Comcast, Time Warner, Cablevision – agreed to divide up the country among themselves. They do not compete in any of the top 25 metropolitan areas except New York (and there’s a little competition in DC). The cable companies raise rates at will and mistreat their customers because the customers have no where else to go.
Only the airlines make us similarly unhappy.
Why is that?
Part of the problem may be the absence of competition. The major cable players - Comcast, Time Warner, Cablevision – agreed to divide up the country among themselves. They do not compete in any of the top 25 metropolitan areas except New York (and there’s a little competition in DC). The cable companies raise rates at will and mistreat their customers because the customers have no where else to go.
0 time warner cheated me....worst experience I have had until...they promised me a new cable package and asked me to move from my original cable package..it all worked for a day and then the channels stopped....when I call them they tell that the new package doesn't include what was promised by them initially...i escalated it to the supervisor and he tells that I cant move back to my original package as it doesn't exist and asks me to pay a huge amount for the same..I ended up paying 35$ more per month for their mistake..its not the amount that concerns me but the feeling of getting openly cheated and that I have no choice, as my apartment support only TW cable.
0 timewarner cable sucks hahe had problems for 3-4 years with intermitent problems can not stream netflix because signal drops out same with on line and cable is garbled or channel is not availsble phone soungs like you are under water the cable company sends out tecks and they tell me problem in not my house but 1" camle behind my fense after years it would be nice to see it resolved but no another teck will be comming out next monday to tell me the same thing a maintance problem. the current # i have for that problem can not be located by there people when i talk to them so now back to square one and paying for this what a jock two words timewarner cable fuck you and thanks for nothing
0 I WENT TO OUR TV GUIDE CHANNEL(48) LAST NIGHT, AUGUST 3, AT 7:45 AND COULD NOT BELIEVE THE VULGARITY AND DONE RIGHT NEEDLESS (AT ANY HOUR) TALKING THAT WAS BEING AIRED THERE BY SOME YOUNG VULGAR PUNK WEARING A SKI HAT!!! THAT HOUR OF THE EVENING IS NO TIME FOR THAT KIND OF AIRING, AND IN OUR OPINION, AT OUR HOME, IT DOESN' T BELONG ON TV AT ALL!!!!!!!WE GRIPE ABOUT THE VIOLENCE ON TV FOR OUR CHILDREN, HAVE WE ACCEPTED ALL THE CURSING AND VULGAR SPEECH IN PLACE OF THE VIOLENCE. NONE OF IT BELONGS ON TV, PERIOD!!!! I HOPE I NEVER TURN TO TV GUIDE CHANNEL OR ANY OTHER, AND SEE SUCH A PROFORMANCE AGAIN!! I AM TOTALLY DISGUSTED!!!!
0 I am very upset, outages all over the place they don't even know or won't tell us what the problem is, we pay way too much for this, I want a refund for the time i haven't been able to watch my shows of which i reiterate, i pay a lot of money for!!! no one will take calls, due to problems the recording says, i have had it!!!!!!!!!!!
0 how do you get hold of the Texas Public Utilities Commission in Corpus Christ? I am trying to file a complaint against Time Warner.
0 Time Warner Cable is the single worst company I've ever had to deal with. My Internet goes down for weeks at a time, On Demand doesn't work for days/weeks at a time, and they raise my bill a dollar or two about every month or two. I've actually considered moving to another town just so I can get another Cable company service since TWC has the monopoly in my town.
Another thing to be weary about is what they call "free." Nothing is free in this world, TWC. I am paying for the HD box, paying for digital cable, and you call your HD free?? So when my HD channels were out for a month, no credit could be issued because HD was.... "free." My most recent issue with the award losing company is now my On Demand services are no longer functioning. I cannot watch HBO/Showtime On Demand, but no credit can be issued because its a "free" service. How can this be a free service when you can't watch it if you don't subscribe to HBO/Showtime?
I've been here a little over three years and have had nothing but problems with TW and their horrible customer service, poor quality HD, and on and off internet. For your own sake.. avoid them at all costs
Another thing to be weary about is what they call "free." Nothing is free in this world, TWC. I am paying for the HD box, paying for digital cable, and you call your HD free?? So when my HD channels were out for a month, no credit could be issued because HD was.... "free." My most recent issue with the award losing company is now my On Demand services are no longer functioning. I cannot watch HBO/Showtime On Demand, but no credit can be issued because its a "free" service. How can this be a free service when you can't watch it if you don't subscribe to HBO/Showtime?
I've been here a little over three years and have had nothing but problems with TW and their horrible customer service, poor quality HD, and on and off internet. For your own sake.. avoid them at all costs
0 Time Warner Cable is the single worst company I've ever had to deal with. My Internet goes down for weeks at a time, On Demand doesn't work for days/weeks at a time, and they raise my bill a dollar or two about every month or two. I've actually considered moving to another town just so I can get another Cable company service since TWC has the monopoly in my town.
Another thing to be weary about is what they call "free." Nothing is free in this world, TWC. I am paying for the HD box, paying for digital cable, and you call your HD free?? So when my HD channels were out for a month, no credit could be issued because HD was.... "free." My most recent issue with the award losing company is now my On Demand services are no longer functioning. I cannot watch HBO/Showtime On Demand, but no credit can be issued because its a "free" service. How can this be a free service when you can't watch it if you don't subscribe to HBO/Showtime?
I've been here a little over three years and have had nothing but problems with TW and their horrible customer service, poor quality HD, and on and off internet. For your own sake.. avoid them at all costs
Another thing to be weary about is what they call "free." Nothing is free in this world, TWC. I am paying for the HD box, paying for digital cable, and you call your HD free?? So when my HD channels were out for a month, no credit could be issued because HD was.... "free." My most recent issue with the award losing company is now my On Demand services are no longer functioning. I cannot watch HBO/Showtime On Demand, but no credit can be issued because its a "free" service. How can this be a free service when you can't watch it if you don't subscribe to HBO/Showtime?
I've been here a little over three years and have had nothing but problems with TW and their horrible customer service, poor quality HD, and on and off internet. For your own sake.. avoid them at all costs
0 I received a letter from Brad Wakely on 2/24/10
Dear P Ramirez.
At the end of 2009, Time Warner Cable underwent a conversion of our billing system. An important aspect of this conversion was the assignment of a new account number to our customers.
Our records indicate you are still using your old account number from our former billing system that is no longer valid.
To avoid a possible misapplied payment and interruption of service, we are asking you to inform your financial institution as well as your electronic bill pay system, such as a Bank Bill-Pay service, of your new account number.
Any delays could result in LATE FEES OR DELINQUENT CHARGES TO YOUR ACCOUNT!
Please note that this does not affect our customers using PayXpress and if you would like to switch to a PayXxpress account, you can register online at timewarnercable.com/payxpress Note: you will need to have a copy of your current statement handy for your Time Warner Cable Account number and Customer Code.
If you have any questions, please contact our customer service Department at 210-244-0500.
Thanks for being a Time Warner Cable Customer.
Sincerely,
Brad Wakely
Vice President/General Manager South Texas.
------------------------------------------------------------------
I called because I pay my bill in ADVANCE EVERY MONTH.
I spoke with a rep who was an idiot!
I called to speak with Brad Wakely who was busy.
An admin assistant called me back to appologize because I should have never received this letter. I said at this point all I want is for this "Brad" to call me back and explain why he would put his signature to such a stupid letter.
Brad Wakely called and actually defended his letter, saying that most Time Warner Customers are just not getting the account numbers changed on their end. I said that I am insulted that you would lump me in with most people. I told him that people like him leave a bad taste in one's mouth and that he should go back to Texas Tech and get a Customer Service degree because his Customer Service is in the toilet. This man is a Vice President and he can't even understand his own letter, and then he is going to insult me? I pay in advance. I use PayXpress! This stupid letter does not even apply to me.
Hey Brad, I am still waiting on my apology from you, but this time you can do it face to face to someone like me!
And the slap in the face is that I am paying in advance and correctly but I might have to pay late fees?
The stupidity of Brad Wakely is for a better word, stupid.
Dear P Ramirez.
At the end of 2009, Time Warner Cable underwent a conversion of our billing system. An important aspect of this conversion was the assignment of a new account number to our customers.
Our records indicate you are still using your old account number from our former billing system that is no longer valid.
To avoid a possible misapplied payment and interruption of service, we are asking you to inform your financial institution as well as your electronic bill pay system, such as a Bank Bill-Pay service, of your new account number.
Any delays could result in LATE FEES OR DELINQUENT CHARGES TO YOUR ACCOUNT!
Please note that this does not affect our customers using PayXpress and if you would like to switch to a PayXxpress account, you can register online at timewarnercable.com/payxpress Note: you will need to have a copy of your current statement handy for your Time Warner Cable Account number and Customer Code.
If you have any questions, please contact our customer service Department at 210-244-0500.
Thanks for being a Time Warner Cable Customer.
Sincerely,
Brad Wakely
Vice President/General Manager South Texas.
------------------------------------------------------------------
I called because I pay my bill in ADVANCE EVERY MONTH.
I spoke with a rep who was an idiot!
I called to speak with Brad Wakely who was busy.
An admin assistant called me back to appologize because I should have never received this letter. I said at this point all I want is for this "Brad" to call me back and explain why he would put his signature to such a stupid letter.
Brad Wakely called and actually defended his letter, saying that most Time Warner Customers are just not getting the account numbers changed on their end. I said that I am insulted that you would lump me in with most people. I told him that people like him leave a bad taste in one's mouth and that he should go back to Texas Tech and get a Customer Service degree because his Customer Service is in the toilet. This man is a Vice President and he can't even understand his own letter, and then he is going to insult me? I pay in advance. I use PayXpress! This stupid letter does not even apply to me.
Hey Brad, I am still waiting on my apology from you, but this time you can do it face to face to someone like me!
And the slap in the face is that I am paying in advance and correctly but I might have to pay late fees?
The stupidity of Brad Wakely is for a better word, stupid.
0 Yes, Time Warner Cable customer service department is the worst. Everytime I call for questions about my bill I always get a nasty black female on the phone; I called this morning on 2/27/2010 and a black female came on and she was nasty.It seems like some black females cant't handle a customer service agent position. I think Time Warner Cable need to grade their black women on customer service.
0 I live in Raleigh, North Carolina. My experience has not been as bad as some of the others on here but the price/value is just not there for what I am paying. Uverse is at last in the local area and servicing my zip code so bye bye twc north carolina in December 2009. Most companies understand that it is cheaper to retain customers by keeping them happy and they invest in the same. I know this because I work for the largest data ware housing company in the world and customer retention is the single most important business metric for efficient profit making companies that we deal with such as Walmart, Coca Cola etc. TWC haev not figured this out yet and as a result, they WILL lose market share with new competition. In 4-5 years when TWC is in financial trouble, we will all know why.
0 I recently had to file for bankruptcy. In doing so I contacted Time Warner to find out what I need to do in order to avoid service interruption. They told me to do nothing and wait to be contacted by their bankruptcy department. A week later they shut off my service,so I called again. They said that it was shut off by mistake and turned it back on and again told me to do nothing and wait for the call from their bankruptcy department.I told the rep that I no longer feel comfortable with that answer and requested a number to call the bankruptcy department myself. She said they aren't permitted to give that contact info out and that I would just have to wait. I then went through this exact same scenario 4 or 5 more times (shut off, call, turn back on, shut off, call, turn back on) before I received a call from the right department. At which time I was told that I had now accrued a $325 bill that was due immediately. I explained that I had been asking for months what to do so that I wouldnt run into this situation and was advised by their own bankruptcy department that customer service has no clue what they are doing. I then called customer service to make my payment and they told me that they couldnt find an account for me, it didnt exist. I called the bankruptcy department back and got the account number to then place ANOTHER call to customer service and they found my account under a different name. I made a payment arrangement with them. 2 days before the first payment was due a tech was at my door to retrieve my cable box and disconnect my service.WHAT??? Are you kidding me??? So I authorized a payment through him. I watched my bank account for a week and didnt see it process..then another tech shows up at my door to retrieve my cable box. I tell him I am a little nervous to give him a payment as I'm not sure what the last guy did with it; but went ahead and made the payment anyway. He told me that this wouldnt get my cable box turned back on but would allow me to keep my basic cable while making payments. I have now paid a total of $211.00 toward a $325 bill. This should leave $114.00 to be paid on the past due. I receive a call today stating that my past due balance is $166.82 and my current bill is $136.14.WHAT??? How can I be charged $136 for basic cable???? He says his records show that my cable box was never shut off. ARE YOU KIDDING ME???? I told him to come get the cable box, disconnect my service I will switch to satellite. How can they get away with this?
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Review Rating: 1 out of 5
Reviewed By: Gonendunit
Company: Time Warner Cable
Product: Cable TV
Date Added: 4 years ago
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