Time Warner Cable

Reviews 4

CH

Christina Clowes

In the area that I live Time Warner Cable has a virtual monopoly on providing high speed internet and television service. The only other alternative is Verizon DSL with satellite TV. We were recently reissued new bank cards after an apparent security breach at the bank. We had Time Warner Cable payments set up on an auto pay and due to the new cards the payments were declined. Time Warner Cable cut off our services after a couple of months of this happening, claiming that they sent us emails which it turns out they had sent to a Time Warner email address that we had never used in 15 years despite having my current email address on the account. They tried to call us either although they had our phone number. This was after being a Time Warner Cable customer in good standing for the past 15 years. So we called Time Warner Cable to take care of the problem, to pay the balance, and to reestablish the autopay, only to be told that we could not pay the balance by credit card over the phone and the only option we had to restore services whats to drive to a Time Warner Cable office with cash in hand. We escalated this to a supervisor explaining that this should be an oversight due to the bank reissuing cards so in the circumstances surely they can understand what happened and take a payment over the phone rather than inconvenience us by having us drive the 15 miles to a Time Warner Cable office to make a payment. The supervisor just kept repeating that there was nothing that he could do to lift the restriction on payment by credit card. We informed them that we will not at all happy by this inflexible and inconsiderate customer service and felt that were being compelled to seek an alternative provider, and that their general attitude was leaving a very sour taste in our mouths. The response was a very much a couldnt careless attitude. As responsible and regular paying consumers, we feel slighted by this service provider and do not feel valued as a customer. I realize its all about the numbers game and they really do not care about losing one customer, but if this is the way that they handle issues with good customers, then gradually over a period of time those numbers will end up to become more and more significant. Hell hath no fury like a customer scorned! And even if we need to change to an alternative supplier that maybe doesnt offer quite as fast internet we will do so just because of the way they handled this problem. The lady at the TWC office could not have been more pleasant and empathetic though I have to say, in stark contrast to the two levels of customer service people we spoke to on the phone.

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Anna Marszalkowski

Wish I could give them less than 1 star. Two days ago, i "ordered service online". I created an account, entered all the necessary information (including my credit card number and other personal information) and was advised to pick up my equipment in store. I went the next day to the nearby store, and was asked what kind of service I wanted. I said that I had just set up an account the night before online and wanted the service that I had ordered. The customer service agent told me she had no access to the account that I created but would set it up for me (???). Gave her all my information again, INCLUDING MY SS#. I was given all the necessary equipment and was told that I would have to call to activate and that the first payment would be due up front. I did not have the card with me that I wanted on the account, but since I had added the info the night before, didnt think it would be a problem. She told me she could not access the card number I had entered and needed the physical card. Since I didnt have it with me, she said I would just have to call back with the card number (???). So I called in order to activate my account and give them the cc# AGAIN. I was told by the customer service agent that, since there is a phone on the account, that there is "an extra work order" and that it was going to take until tomorrow to activate. She said that if it were only cable or only Internet that she could activate it right away. When I asked her to explain why the phone made a difference, she had no explanation whatsoever. I am now without service and have no idea when it will be activated "tomorrow". I feel as though this company takes advantage of its monopoly over the city of Buffalo. Because we have no other choice for Internet and cable, you treat us like dirt and give us the run around in attempts to charge more money. EXTREMELY UNHAPPY. I know this wont mean anything to this company, because they will keep on doing business as they please, but know that you are making ALOT of enemies

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Dorene Major

Can I give ZERO stars? The worst customer service on this planet. Paying for internet that Im not receiving as it is never operational and so Im trying to get someone to either fix it or give me my money back and they said I cant get a refund until a tech comes out. They sent a tech out who never showed up. When I called, they said, "Hell be there in 15 minutes". When I called again they "couldnt pull up my account" and when I called a THIRD time, they said I never had a tech scheduled on my account. Wow. Lastly, I mentioned to them that the person who couldnt pull up my account had a hard time understanding English and that operator actually had the nerve to say, "Well Im Hispanic. Maybe that operator was Hispanic, ok?" I politely advised him that I didnt know his decent as we were on the phone and I couldnt see him nor did I ask him. I WISH I WAS MAKING THIS UP. I asked to speak with a supervisor since this person was clearly not professional at all. He said they will call me back. They never did. So I called again, they said, "A supervisor will call back in 25 minutes" -- they STILL never called back. So yesterday, I emailed and chatted with a representative who said they will set up for me to receive a call from a supervisor last night at 7:30 pm EST. NO CALL WAS EVER RECEIVED. OF COURSE. How are these people still in business? Already calling Verizon to get everything switched over. Maybe Direct TV; havent figured it out but I know it wont be Time Warner EVER AGAIN.

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EA

eallan81

I had satisfactory service throughout my years of having them as an internet provider, however I was very dissatisfied when I cancelled (due to a move). When I called, I asked for service to be terminated as of that day, and the rep confirmed that it was disconnected. I expected to get a refund for about $40 for days left in the billing cycle that Id already paid for. However when I returned my modem, the guy at the store said Id be only getting $20 back, as they count days until the equipment is returned. I told him the guy on the phone never mentioned that. After leaving the store, I called Time Warner to ask about my refund, and the lady said that even though I called on the 28th, it took a few days to send someone out to disconnect the service. This was frustrating, and confusing, as they both gave me different reasons for not getting the full $40 back. My advice would be to cancel ahead of time so you know exactly when your internet will be disconnected.

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