Consumer Complaints and Reviews
Upon Spectrum taking over Time Warner Cable, my bill went up $20 a month and it was explained to me that the package I have is not something they offer and can't give me any sort of credit to accommodate what I was paying. Only thing I can do is downgrade to 100 mps (and pay more) or upgrade to 300 mps (and pay more than double what I was paying Time Warner). Their customer service is rude and doesn't care. I'm glad I'm moving out of this state (of Texas) soon and I hope Spectrum isn't anywhere near where I'm moving.
The first lady jasmine kept telling me I had a past due balance when I told her I have my bank statement right in front of me saying they took out the 25.17 last month. She continued to laugh and say it was not paid. I had to ask to transfer to someone else Coz she is obviously incapable of doing her job. At this point I will be looking for new service. I do not want to pay into this company to pay Jasmines bills. Since she does not deserve to work when so many others could use jobs here in Maine. So sad how they can take my money and be so rude to me.
Time Warner are an horrible company. Please don't waste your time and or monies. They don't deliver. They're incompetent and don't follow through with verbal instructions. I cancel the services and went with a new company and apparently they still continue to bill me. As a customer with their services they are a big let down because they came off with such a wonderful presentation. They are a bunch of crocks and crooks. Highly disappointed. I would admonish all consumers to take your business elsewhere. I don't normally sound off but they've rubbed me real wrong and still want you to pay because of their negligence. Baaahhh!!! You don't even rate a star and we never even got our other gift card to top that off!!!
The new Spectrum (previously Time Warner Cable) told me that, since I am an old customer, I cannot be given new customer privileges, and if am to watch the same service I need to pay $40 extra. And here I thought the price of communication was getting cheaper. So why should I pay for the new Spectrum service, when the old Time Warner was much better? Why not change to a different company? Like AT&T, I may get lower speed, but dedicated line, therefore reliability and better TV experience (at least in the price section), not like watch too many channels, have some few like 4 or 5 like to watch. I am NOT PAYING $130 for 125 channels, & 100 Mbps / 10 Mbps. I used to pay $115, for 175 channels, and 200 Mbps / 20 Mbps to the old Time Warner Cable.
I am writing this review from my cell phone because once again my Internet and telephone are not working. I have had Time Warner cable for approximately three months. At least 1 to 2 times per week I am left without Internet or phone service. My business relies on Internet and phone to operate. I have gotten nowhere with customer service. Every time there's an outage all I get is a recording telling me that it will be repaired within two hours and that two hours usually ends up being 4 to 5 hours. I am overall very dissatisfied with the service I have paid for from Time Warner cable and would not recommend them to my family my friends or anyone who asks. As soon as I can find another internet and telephone provider I will be switching.
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PLEASE BE AWARE. Time Warner Cable says it takes 12 days to turn off your service even though they can do everything else almost immediately. Definitely a SCAM to charge you extra 12 days on your last bill. Typical big company trying to get over on the little guy.
I called Time Warner Cable on September 30th, 2016 to request a new service (Internet and TV). Today is October 19 and I am still waiting, every time I call they say something different and the fact is that I am still waiting... They gave me an appointment for November 2,2016... I think it is ridiculous that somebody has to wait almost 2 month for a service to be done. I had Time Warner before and it was great. I don't know if the fact they are Spectra now is making everything different but I REALLY DON'T TRUST THEM ANYMORE AND I WILL TELL EVERYONE I KNOW ABOUT IT.
Have had service with Time Warner for quite some years now. But, it seems for about the past six months at the LEAST, I'm CONSTANTLY dealing with MULTIPLE channels that don't come in. As in it seems like HALF the time I go to choose a channel, THERE'S NO PICTURE AT ALL. I used to deal with moments of in-and-out, sketchy picture at times, but it almost always generally came back to normal. NOW, channels just don't come in at all. I'm talking I will check every so often to see if it's back in/on yet and nothing. HOURS of it being out to the point I quit checking and couldn't say exactly how long until it's back on. But why am I paying for a service where I can't even get the ** in? And two, paying for a service to RECORD shows, when I go to see the recorded show and the WHOLE TIME my screen is BLACK??? Very VERY irritating.
This is the worst company in any line of businesses I have ever EVER dealt with. The customer support agent pretended for seconds to be speaking with a supervisor! After finding out that for 5 YEARS they were overcharging me by 25 dollars a month, they offer a Ridiculous $20 back! That's it! Unbelievable, they had my internet at 1 mbps for several years yet charged me 45 dollars a month. I often, at least every couple months am falsely charged something on my bills. This is a dirty underhanded company. Leaving as soon as I can get a company to provide internet service at my home.
Every single time my neighbors have Time Warner work on their lines, the contractor from Time Warner cuts our line. As a result, I have to sit on the phone for almost an hour while they try to troubleshoot only to confirm what I told them to begin with... They cut our line. Because of their error we have to schedule an appointment days from now which of course will result in missing work (can't even work from home while waiting for them to show cause no internet). Since their actions caused this they should send that same contractor back ASAP to fix it... Normal customer service behavior. Right? Don't you think? Of course I had several things I need to do for work tonight, kids' homework that can't get done and let's not even talk about the data my family is going to use since they can't use wireless... Why should their error cost us more $$$$.
Being frugal, I was about to replace my year old desktop tower, with great reservations. Before doing so, I called Time Warner Cable to find out if they had any cheaper internet plans that I could subscribe to once I purchased a new tower. The TWC customer service representative was sincerely concerned and after me telling him of the problems -- slow speeds and computer freezing up -- he suggested trying a ten dollar a month service upgrade, with a guarantee that I would be satisfied; money refunded if it did not fix the problems. After the service upgrade, my desktop works like brand new. Lightening fast without any anomalies! So much cheaper than purchasing a new tower and great service!
I have had the services for about 3 months now and I am really glad for what I am getting now. I am getting my internet speed beyond what I am paying for. I have 50/5 but I am getting 61/6 speed for my internet. I also have the enhance whole house and it's been great. I never have a issue with wanting to watch a tv show when the rest of my family is attempting to watch shows even when my dvr is full on shows on the main device. When I had at&t I had to deal with if the main dvr was recording 4 shows it locked it out from there whereas TWC I can record up to 6 shows and still watch on the other devices.
On top of that I have the phone which they offer a e911 feature which makes it great to allow my family to be safe to ensure they always have the law with my address to ensure safety to make sure I can a asap service if I need to call out to local law enforcement... Overall it's been great. I can't wait until I get the upgrade for internet speeds! Overall TWC has been great. The fact I dont have to deal with a contract is the best part. I feel like they understand me as a person. I would say the customer service has done a great job at making me feel like a person rather than a number.
I've always enjoyed Time Warner cable. I've been with them for some years now and the only problem I've really had is with billing. Billing has been very inconsistent and now since they've joined Spectrum my bill has gone up by $40/month. So I'm paying $40 more for the same service I was paying $40 less. I've spoken to numerous representatives about this and have received the same response, "you can lower your bill by getting your own modem" and "ma'am you are on the lowest plan we offer." I asked if I could receive any of their famous specials they offer "new customers" and was told they were only for "new customers". Also, the specials include so much more service than I'm receiving for $40 more dollars a month. I've been with Time Warner for years now and feel abandoned and there is no loyalty to existing customers. I feel Time Warner takes complete advantage of its customers. Not happy with this company any longer.
TWC is the worst company I have ever dealt with. I could write a whole book but I won't because I don't have that kind of time. To put it simply, they are WAY overpriced for the quality of things we get from them. I am a cheapskate so I don't believe in paying a lot for things. Doesn't matter what item it is. I believe that paying 140 a month for cable is way too much considering we only really watch a few channels. Oh and every other month it's a new device we must get. "Get this new modem and up your internet speeds, get this new device and make your tv picture better." IT'S ALL BOGUS!!! Then they ship you the device which honestly takes a rocket scientist to figure it out. A 12 page manual on how to set up the damn thing. Five different cords to connect this and that.
I'm a 26 year old college graduate and I can't even figure it out. I would hate to see how older folks such as my parents (who are in their 60's) handle this type of thing. They would be just as lost as I am. TWC bullies you to get these new devices, and they charge you to use them. It's ridiculous. pay attention to your bills, they will charge you for EVERYTHING. You get charged to use the freaking guide channel/button. It's highway robbery is what it is. My husband and I will be DROPPING TWC as soon as we find another alternative that's decently priced. TWC SUCKS!!!
For the past four years, my experience with Time Warner Cable has been a pleasurable one. It has not been until recently, since Spectrum bought out Time Warner that I have experienced issues. Time Warner used to offer upgrades and downgrades to its loyal customer base. However, I called in to its sales department in July and was told that I could upgrade to STARZ and a new box at the same monthly charge; as I've done at least twice before in the past. Hence, the following month I received a bill of 119.00 at my usual monthly rate. Coincidentally, in August my bill was jacked up to 174.00. I found out that the sales representative quoted me one price and rolled me over into the highest bundle package, which switched over my monthly bill the following month.
When I went into Time Warner/Spectrum, the representative explained to me that there was nothing they could do about, because they were no longer offering any other packages to existing Time Warner clients. I was told that the only way I could undo what the sales representative did, was to pay the bill or terminate the service. Spectrum representatives explained that it does not offer the same deals that Time Warner did and that the only thing I could do was terminate services and reopen an account 90-days later under Spectrum. I've never in my life had a company take over another company like this one has, and leave its customers high and dry. Since this experience, I have had to pay the 174.00 and end my cable service with Time Warner.
I am straight lied to 4x about my monthly rate and I get notified from my CREDIT CARD COMPANY!!! What company changes rates like this and makes customers waste time? I had to call back multiple times regarding my bills. I have wasted hours waiting and then I have to get past their call center reps who cannot help to someone who can.
They changed their name to Spectrum. They added $10 per month for the name change. If the internet companies were not a monopoly this kind of nonsense would not happen. There needs to be more options for people. How can a company with a "very dissatisfied" on all reviews still be in business.
My issue with Time Warner Cable started when my service was disconnected August 22nd 2016 for late payment. I decided I wasn't going to restore my service with TWC and I called and spoke with a representative on September 2, 2016. I told him that I'm not restoring my service and I want my account to be closed. He said my account is closed for non-payment and I was to return the boxes. I returned the boxes on September 13th. The representative didn't explain that I would be billed (a full cycle) for the period that I had the boxes. This wasn't explained to me when I applied for their services.
Later in September, I received an invoice stating that I owed for two bill cycles when I only had services for one. I called and spoke with a representative who told me that she would prorate my bill and issue a new one. To date I have NOT received a new invoice with an adjustment. I learned today that my account was sent to a collection agency. The woman who called was very rude and my attempt to explained to her that I don't owe that amount was brushed off with annoyance. I called TWC and after lengthy holds that lasted an hour and 20 minutes, I was told that I'm billed for period I had the boxes!
My issue is with the services and charges. New service and every single day one of my two brand new tv's go black. Supposed to be new boxes and obviously this is not the case. So I will be deducting myself for each day of service. No one ever has a solution other than telling you to have a tech come or exchange box. Probably for a fee which they told me too many times no charge and yet put on my bill. For my bill, they never get it right cause they do not do credits correctly. As far as prices go, they cheat you cause you pay for duplicates channels and sports channels part of your line up and yet blacked out because of affiliate.
I told the rep not getting them and he said I was even if no channel. So I am suppose to pay for a channel that is blank. Thus I will be getting rid of them and keeping only internet and one cable box. TW continues to be rip offs just like the rest. No matter what the name, they are beyond words. Will be going to Hulu or Netflix as I can no longer take being ripped off.
I've had a modem installed for almost 2 weeks, problems started immediately after installation and their 1st available day to come back was 6 days later. Tech support took control of my laptop for over an hour 2 separate times to try and adjust the router, network settings etc. You cannot stay connected, the wifi disconnects and reconnects once every 2-3 minutes.
In the past week my BEST speed test was 0.09 download and 0.04 upload, a VERY FAR CRY from the 20mbps I'm signed up for. 3 feet away from the router I have 2 bars for wifi signal. I'm in a 12 unit apartment building and there are 14 networks within range with a stronger signal than my own. Sad when someone 100 feet away is still a stronger signal. 2 calls to tech support and both times I'm told the 20mbps plan means I will have UP TO 20mbps. Even though my speed tests much slower there is nothing wrong they say. This is after signing up online for installation and being told I owed $92 at the time of installation but the day of was told $134.
Do you think TWC cares? No they don't. Do you think I'm getting a credit of any kind since I'm paying for something G they are not delivering? No. At my average of 0.02 mbps, it takes me over 16 minutes to download the amount of data that I'm supposed to be able to download in 1 second. Just as a test and reference for people. I downloaded words with friends over wifi. It took over 32 minutes. I then Uninstalled it, reinstalled over my phone, which only gets 3g here. It was downloaded in 1 minute 4 seconds. I run a business of my own and I know if I charge someone for something that I don't give them the attorney generals office would be breathing down my neck but twc gets away with doing whatever they want. I don't get it.
NEVER make a cash payment to these guys, they lose it and then charge you again for what you've already paid for. Time and again, they've charged me for services I've already paid for. I have no choice but to pay it again or they shut me off and then charge more to reconnect. If I could afford any other service, I'd get rid of Time Warner Spectra! The internet speed isn't as great as they promise, you upgrade and still have the same speed as you did when it was basic. They rip you off every chance they get! This company sucks! Spectra has made a complete disaster of what once was a great company. But I will NEVER pay cash again! THEY HAVE LOST EVERY CASH PAYMENT I HAVE EVER MADE! In fact, I had a receipt that they wouldn't accept because they didn't have one to match! THIEVES, THIEVES, THIEVES!
How is it not monopoly when there are only a 2 companies you can pick from and they are equally bad. Is there any movement to allow other providers to offer business and let the customer select what they want. Time Warner has had me wait 8 different times and still I have no service, lost hours at work and money buying data to use as hotspots. Rude and belittling agents who will tell you are lying and they are the best option you have. Let's join and put a stop to this. STOP TIME WARNER FROM TAKING ADVANTAGE OF CUSTOMERS.
So anyway when we originally moved into this area 7 years ago Time Warner was the only game in town. We had absolutely horrible service in which we always had to have techs out to look at the service. From day one they kept mentioning a bad cable line that they never would replace or repeatedly blamed issues on bad equipment, etc. And of course the bill was always wrong.
When AT&T came into the area we switched over to them and never had any issues with the actual service. Their customer service of course sucks and they didn't want to offer the same rate after the contract was up, so we foolishly went back to Time Warner about a year ago because of a bundle deal that thankfully is up next month and we are going back to AT&T. It actually would have been worth it simply to get overcharged by AT&T than live the nightmare of being a Time Warner Customer again.
Since we have been back with Time Warner the original problems we had with them only got worse. First do not be fooled by their false claims of a whole house DVR system. It is just false advertising. Instead what they have is a system (when it works properly, which it never does) is a main DVR Box that controls non functional digital cable converter boxes that if you are lucky can pull up recorded shows from the main DVR box. You can only record stuff from the main box. You can't rewind or pause TV from the secondary boxes only the main TV.
The secondary boxes also have a display that can't be disabled or dimmed manually that act like a LED Flash Light in any room they are in that strobes on and off all night long and is bright enough to light up the entire room. Times Warner's actual solution to this problem that they are quite well aware about is to tell customers that what they have seen a lot of people do is put tape over the display.
Since we have been back with Time Warner we have had to have a technician out to the house at least once a month every month in the last year except twice. Not that we didn't have issues in those two months just that it hadn't been bad enough to bother with while I was in and out of the hospital with cancer treatments. In fact on numerous occasions we have actually had to have a technician out several times in a month. Of course what is worse is that on average getting a technician to come out takes between 5 to 7 days from the time that you call about a service issue, and that is if the customer service rep actually puts the call order into the system.
On more than one occasion like what happened today you wait a week and the technician doesn't show up and you call up and find out they hadn't put the order in and they want to reschedule 4 or 5 days out (and of course try to say that you never set up an appointment, which they very reluctantly admit you did after they pull up the recording from the last time you called in). And of course they absolutely refuse to take any responsibility when someone on their staff messes up in any way.
After 7 years they finally last week replaced the bad cable line from the main room in the house to the outside that they have known about for 7 years. We also were without service for about 2 weeks one time because a tech rep fixing someone else's issue in the neighborhood had determined a line running to our house was bad and was creating interference on the lines of other people's equipment. Of course instead notifying us or actually doing his job and fixing the problem simply disconnected the line and left.
We have had multiple boxes go bad. There is always issues with signal interference. This is especially bad when the temperature changes like in the morning or afternoon. In addition you are actually lucky if you get through to a real person as they constantly have service outage issues in the area in which they simply play a recorded message that they know of the issue and hang up. In an average month you can expect to have about 4 or 5 days in which they just simply don't provide service at various times because of local outages.
Then there is the huge issue in which they try to take double payments out on people's accounts. It is a well known and well documented issue on all the online boards including many complaints to the BBB. Twice now even though I pay my bill a month early they have tried to take a second payment out of my account later in the month illegally. What's worse is that instead admitting the mistake and apologizing they literally blame customer for their mistake. Most of those issues stem from a faulty and glitchy online payment platform that doesn't update in real time.
Aside from not showing everything about your bill when the system is working correctly it can take 3 to 5 days for a payment to actually post on the account even though the payment clears your bank immediately. The problem is that the system rarely works correctly as such it can take 4 to 5 weeks after making a payment for their system to recognize it. As such instead of showing a zero balance because you paid your bill the system thinks it needs to trigger an auto draft to pay the bill it thinks hasn't been paid. They then try to say that your auto draft is a set amount each month, which it is not, it merely pays the balance due on the account on the day that it is set up for. Meaning when it works right which it does most times if you have paid your bill already it tries to take 0 dollars out instead of a second full payment for the month.
Unfortunately when the system isn't working right it doesn't recognize that you already paid and instead takes a second payment out. In addition to that when it bounces a second payment the online system actually tries to double the bill for the month saying that you owe and additional payment that month instead having a zero balance.
When you call in about the issue, the customer service reps instead of seeing that a second payment was fraudulently tried to be taken out instead start trying to demand that you owe the amount of the second payment that was returned, even though you had a zero balance. Generally you have to speak with a manager to get it resolved. The customer service response then being that it is the customer's fault because they shouldn't have paid the bill early and they want to fight tooth and nail about charging you a returned item fee because it your fault that they tried to take a second payment out illegally.
They have a B rating with the Better Business Bureau. It takes an awfully lot of confirmed unresolved bad ethics or service issues with a company to get a B rating with the BBB. In fact in the time we had been with them I had to file 3 separate complaints with the BBB to get various issues resolved, 1 equipment issue and 2 double billing issues.
And one last issue aside from the stuff above is that, basically when you call in most of the time you are calling into a call center in India. Most of the customer service representatives speak very poor English. As such they have a very hard time understanding you and your issues, and you have a very hard time understanding them as well. So instead basically what happens is you call in speak to someone that really doesn't speak English, that tries to blow through a pre-scripted response that blames the customer for whatever issue they are calling in about, in which they then say "I have now solved your problem is that correct." Which if it wasn't so maddening would be hilarious, because they obviously have no clue what they are doing or saying and don't understand why you are upset.
Then when you get them to understand you need a technician back out, once you hang up you get a call a day until your service appointment with a representative telling you "your issue is resolved so we are going to cancel the service appointment," when absolutely nothing resolved or fixed. It is literally a fight to simply get them to keep a service appointment. And of course there is the really bad issue of customer service representatives simply disconnecting calls.
As such if you have any other option of service in your area, go with the other option, even if it is more expensive (which it generally is not, especially with all the hidden fees they tack on at Time Warner). Heck if Time Warner has a monopoly in your area. It may be worth it to simply give up TV altogether, because basically you would paying for service you actually are not getting anyway and could save yourselves about $200 a month.
I think this company hires illiterates. They get everything wrong, show up at wrong locations, never follow instructions to call before they arrive, Lazy workers who can never figure out any issue. Then you are asked to call back and schedule another appt, for another moron to show up and not be able to fix the problem. 2 weeks of failed attempts to get service and they now send the tech to the wrong address. They mess up and you have to spend hour on the phone trying to explain their mess ups... It's a joke a complete disgrace. I had 5 locations with Time Warner and just cancelled all of them. Spare yourselves the aggravation, call any other company.
Did you know that if you order service with Time Warner/Spectrum over the phone that the price you are quoted is "flexible" and "subject to change" without your approval? I walked into an office today to have my perpetual billing error corrected, and as such gave them the name of the customer service representative I had spoken with... Destiny **... for verification of promised rate. However, not only was there an inference that I was just making up a name and not being truthful. When I inquired as to the recordings being used for "quality control" and why they could/would not refer back to that conversation in an effort to get them to honor promised agreement was told "we don't do that".
I then asked to speak with her supervisor or make an appointment to come back and sit with someone to fix the error and was informed her supervisor was on vacation and when I further said "Okay I will wait", she REFUSED to even give me their name saying she was the only one I could speak with regarding this issue, turned around and walked away leaving me standing there. Did you also know that if you do not pay in advance for service you have not yet received, as they bill a month in advance, you are also being charged a late fee?
To further add insult to injury... and much to my surprise, I was informed by Kathy who was the supervisor in the Palm Springs California office I spoke with who had walked away, that even though the monthly base rate showing on my bill was erroneous, TWC/Spectrum considers your bill a written contract and does not even recognize verbal commitments made by their own customer service representatives. Amazed, I asked her to repeat it, asking for clarification. Sure I must have misunderstood, and was further informed that also included all persons who ordered new service over the phone as well. What is showing on your bill when received is considered FINAL and will not be changed under any circumstances!
What? Bait and switch? And with no recourse? Frankly, this is not the first time I, myself, as well as others have had "Issues" with TWC, and unfortunately, not one regulatory body or attorney has had the "Balls" to go after them in any type of "Class Action" so the fraudulent situation perpetuates itself!! Until now!!! Fortunately, for consumers, this is an election year!
SECOND POSTING: I have been billed erroneously now for the past 10 months. Each month I call and/or go see someone face to face to have the matter corrected (as getting anyone on the phone in customer service or billing is a nightmare in and of itself) as on multiple occasions I have been quoted rates and then received my bill with no adjustment applied; and been told when I called back to see why and gave them the persons name I talked to... nobody can find that person. Then the new person attempts to up-sell me!! AND tells me I must have misunderstood!!! PLAY YOUR TAPES BACK AND STAND BY YOUR WORD!!!
I have tried to call and make an appointment with a manager only to never be able to get through on the 760 # or they "Never seem to be available" when you are trying to get THEIR issue resolved. You spend hours (Literally) on the phone on hold being bounced around from department to department so you think speaking face to face would be better. It makes no difference. Employees are underpaid, overworked and as a result of feeling disrespected by their employer flat out do not care. How can you expect them to take pride in the work they do when they feel their employer rips people off as a matter of course (and I have interacted with enough of them to have heard that common denominator). It is pretty bad when employees are openly complaining to customers as a matter of course because they are frustrated.
I just now got another bill and it is not only incorrect from prior month but they raised my rates! Also I have not had access to most cable channels with issue being blamed on Spectrum changing things around for the past two months yet they want me to pay for something I have not received AND pay more than Destiny ** quoted me. TWC needs to honor their commitments! TWC is the only option for someone in my area. My next call is to channel 2 "We stand for you". Not that I think they will be able to resolve this issue... but one can hope?
I have been with time Warner 35 years. My bill went from 120 to 155. I had spoken with solutions who told me I could pay 118. I am disabled, my eyesight is not the best and I walk poorly. I told them I can't pay more due to my disability. I was told to take my heartache story somewhere else. "You will pay 155." So if youre disabled, home bound don't ask Time Warner for help. I have never been so insulted in my life. They use to work with you but now you are just a leper. My cousin is the attorney general. I got the names of staff. He know I am upset and insulted.
All these cable and satellite companies steer you to change your service by giving various compensation. Latest Time Warner promised a $300 Rewards Card to switch from DirecTV. I needed Internet in our second home and signed up with Time Warner. I then proceeded to get calls about what I would get to switch my TV service from DirecTV to Time Warner. So I later decided to do and found out it would cost me $160 to end my DirecTV service but was assured by Time Warner no problem I would be getting the $300 rewards card. When I got to redemption code and followed the process it would not register so I called the number and the person said they would register for me. So when I checked back a couple of days it said my code had been registered. No one told me I had to send a scan of my bill from DirecTV. I checked back about 3 weeks ago and it showed I was not registered so I called again because it was time for my card.
When I got called back I explained I could not talk at that time - was in a restaurant with 2 small children and could not hear. That was on a Friday. No one called back. I flew out of the country for two weeks and got back and checked today since I had heard nothing else and was told I was not eligible and when I asked to escalate was told it had been escalated. I am sure me paying $160 to switch service is much harder for me to pay than for them to give the $300 gift card. All I can say is if you are told you are registered call every day until you are told it is shipped. I can say when I signed up the service on the second home with DirecTV I was told I would get a Sam's card and I got it just as promised. No hassle of sending this and that and calling several times. Should have listened friends told me Time Warner would not pay the $300 rewards card. They would find a loophole.
First incident, I confirmed that international calls were included at the time service was ordered. The rep assured it was and named the counties. Then, few weeks later live chatted on their app just to make sure before making the international calls and they confirmed. To my surprise I received a $600 bill. Called back. This time spoke with a rep in the Philippines. She said it was a mistake. I have international included. She would send a note to credit. Next bill arrived this time 1100$.
This time asked for a supervisor. The imbeciles never documented anything and the incompetent supervisor can't do anything as she can't find any notes. So I had to pay the entire amount owed. Then she tells me my account didn't have international calling that it had to be added for $19. She had no response to why didn't the other idiots I spoke with didn't realize it was not included, but only confirmed over and over that it was included.
Second incident, few weeks back the service was interrupted for over 7 hr - no courtesy call, no notification. I called to check what wrong. The rep informs me there is some technical issues and the service will be restored by 7 pm. I got the name of the agent made sure he documents the account for credit. He assured the credit would reflect on the bill. What's surprise the bill arrives no credit. Called back and guess what no notes so no credit. Stay away if you from TWC. Do not recommend for any one unless you have no option. Useless provider. Incompetent bunch of people working top down.
In the year that I have been a customer of Time Warner, I have received the correct bill about 25% of the time. I would have to call in at least EVERY OTHER MONTH for them to fix my bill. It was atrocious. The statements are made to be as confusing as possible on purpose. A high school kid could come up with a better system for displaying your month to month balance and services. But, of course that is the exact opposite of what Time Warner wants. They want you to know as little as possible so that they can rip you off.
After I closed out my account (which I did in good standing), two months later I got a debt collection letter saying I owed Time Warner $87 for a cable box and TV service that I never ordered. I lived in an apartment where someone else had those services and paid them on a separate account. So somehow, after I CLOSED OUT my account, they figured out a way to charge me for someone else's equipment and service, even though that person had been paying what they owe. After three agonizing phone calls, and ZERO resolution (the low level reps can't even comprehend what you are telling them), even after speaking with two supervisors, nothing was resolved. My only two options were to let my credit score suffer or give in and pay the greedy company what it was asking. They can pretty much rip you off, and if you don't get a straight answer from them, they will just hurt your credit score. Just like that.
Sure, if you make it your full time job to investigate it, and spend 100+ hours making phone calls, collecting evidence, and refuting it on your credit report, you can win. But in the end they win, because they can cost you all that time and aggravation, and for them it's nothing, as easy as putting the balance on your account. And I am sure there are thousands upon thousands of Americans they are ripping off every day, and I know a great deal of them, just like me give in and pay. Bottom line - DONT DO BUSINESS WITH TIME WARNER CABLE. Just don't. Save yourself the trouble. I know they are a monopoly and you think you have no other choice for high speed internet. But trust me, the price they say they will charge, will not be the price you pay.
I wish I had come here before I signed up with Time Warner. I signed up for service at the end of August. I was told that my first month's bill & "other fees" would be due at the time of installation. The installer ran my debt card after everything was set up and supposedly everything was good to go. TWO WEEKS after installation, I started getting phone calls that I had a Past Due Fee. Because my job includes customer service, I decided to contact Time Warner via chat so I could have a record of what was said. Customer Service was very helpful and removed the extra $25.00 fee since I had never been told there was another additional fee that I would be charged between installation and my first bill.
A week later, I got another phone call that I was past due on a payment. This time, I spoke to customer service on the phone. They again apologized, said they could see that the fee was supposed to be removed, verified all of this and said I no longer had a past due amount. In the last two weeks, I have now spoken with FIVE DIFFERENT customer service people. The first 3 assured me (on 3 different occasions) the fee was removed and I would stop getting phone calls. The fourth person (who I spoke to today) told me there was no possible way to remove past due fees and that my service would be interrupted if I did not pay the $25 immediately. She was condescending & belittling and asked me if she needed to repeat herself to help me understand. After she told me my cable & internet was going to be cut off, I told her to transfer me to someone above her because she was so incredibly rude.
Keep in mind, my first bill isn't even due for another week, and I already have a past due amount (even though I was told I paid a month of service & all fees at the time of installation) AND I've had to talk to 5 people...all before my first bill is due! The FIFTH person I talked to (who, like the first 3, was very nice) told me there was a glitch in the system that would not allow "past due" fees to be removed. He said they could only credit future bills. He promised me my services would not be cut off and I would have no late fees or other issues once I pay my first bill next week. He said I should basically just ignore the continuous phone calls from Time Warner saying my account has a past due fee. He was very nice, but how unprofessional! Basically, they can't get it together, so they just have to have their customers ignore their collection calls.
I don't know why the first 3 people assured me the past due amount was removed. I don't know why a business of this size wouldn't fix a glitch in their system that does not allow past due balances to be removed even if they were posted incorrectly. I can't believe the amount of time I have had to waste on their errors- especially since I've had the service for less than a month and my first bill isn't even due for another week. I switched to Time Warner after issues following Frontier's buyout of Verizon. I'd had Verizon for 7 years and hadn't had any issues. I am really at a loss now. Apparently Time Warner was NOT the way to go. I am definitely going to be doing research HERE for another provider. As soon as I get the time, I will be switching over to another provider. I hope this helps someone else and they can avoid going through the trouble I've experienced.
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Time Warner Company Profile
- Company Name:
- Time Warner
- Year Founded:
- New York City