The Internet connection was up for a totla of one day. Since then "Standby" light on the modem has been on and of course, no connection. Exchanged modem at their suggestion after hours of being on hold. Plugged the new modem and still "Stand by" light on. Try to call again. After more that 3 hours on hold, gave up. Called next morning, same wait. Hung up and called again this time to CANCEL service and could not get it done either...!!!
Their customer service STINKS. So sorry to have started with them in my new house. WHAT A MISTAKE!

I received a notice in the mail saying that my promotional offer (as a new customer) was about to expire because the year was about to end. It said that my bill was going to increase, but that I would still be paying less than I would be next year.

Because of this notice, I decided I would call and downgrade my services. My bill had already increased ten dollars over the year, and I did not want to have to pay anymore than I was already paying for cable and internet. So I thought I would downgrade my channels or soemthing like that.

When I called and got transferred to the right department, I asked to downgrade my services because I had gotten the notice that my promotional offer was over. The man on the phone offered me a "price lock guarntee" (which is a misnomer. It wouldn't have actually locked the price I paid last month of 102.66, it would just make my bill go up ten dollars instead of twenty). I told him that I didn't want the price lock option because my bill had increased ten dollars over the past year and I wanted to keep my bill no higher than about what I was paying now, 103 dollars. so he came back and said I could get another promotional offer, which would decrease my bill to 90.07 after tax. Since a year ago I had paid 91 dollars, I thought this was a great option that would be affordable and what I had paid last year, and he said it would stay this price for a year. This was without actually having to downgrade anything. He said he put the offer in the computer, etc. and I thanked him and said goodbye.

Then when my bill came, of course, it was not for the 91 dollars. It was for 124 dollars. I called TWC and told them my story. I got transferred to another person. The lady on the phone told me that there was no way that anyone could've offered me such a low price. I had written down the before tax and after tax price I was quoted, as well as the date I called, and told her this info. She told me that the best deal she could do for me was the price lock guarantee because the offer I was quoting just didn't exist. I insisted someone had told me this price and this is the price I intended to pay, at least for this month. After denying that this could've even happened, she finally gave (after putting me on hold for a while) and told me she guessed there WAS a way I could've been offered this price, but that the employee on the phone had made a mistake and I shouldn't have been offered the deal. I told her then that that person should've called me back when they realized that the mistake had been made, so that I wouldn't have received a bill 35 dollars more than what I expected. I said that if they had called me and told me of the error, I would've again called back and actually had them downgrade my services because I was not about to pay 35 more dollars than I was told I would have to pay.

She then said that she would submit an "evaluations report" which basically lets the "higher ups" there know that this had happened and that they would call me back and see what they could do for me. She said they would call back within 5 to 7 business days. I told her that my bill was due on that seventh business day and I was not intending to pay such a high bill. She promised they would call me back and resolve the issue.

Fast forward to today, day eight. Of course, they never called me. Must be too busy playing golf. So I called TWC and told the lady on the phone what happened. OF COURSE, she said that there was no record of this on my account, the deal, the eval report, anything. She was clueless when I asked her what I should do or who I should talk to. Finally I asked her to transfer me to the "downgrade services" people and just downgrade my services and be done with it. She did so and of course the lady tried to give me the "price lock guarantee" thing again. I insisted that I did not want to pay that much and therefore would need to downgrade my services.

What do you know, she came back with an offer of me only having to pay 93 dollars for the next twelve months. I said, no offense, but are you sure? Because this happened to me about a month ago... she told me that I would in fact be paying 93 dollars after tax next month. God only knows what my bill will really be next month...

I entered a verbal contract w/ Time Warner Cable. The agreement was for a term of 2 years and part of that agreement was that my price and service would remain the same for the duration of the contractual time period of 2 years. Last month I recieved my bill from Time Warner cable and my bill was for for $300. My usual bill is for $122. I called time warner cable and they said that the rate had gone up about $60 a month per my contract and that the bill was doubled because they sent out a bill and notice of the change a month prior and it was not paid. BULLCRAP, we pay our bills within a day or 2 upon recieving religously, My wife is a very miticulous person when it comes to finances. We never recieved no bill or notice for the month prior from Time warner cable. My contract also stated that my bill would not be adjusted, I told them that is false. The sales rep. that did my verbal contract on the "recorded" phone call stated that and advised Time Warner that they are the ones in violation of the contract and if they had a problem with this they needed to go pull the recorded conversation for proof. They advised me that they would forward this to their supervisor and he would get back with me after he got the recording. It has been 2 weeks now and I have still yet to hear a single word from them. I even called them back and after being on hold for 20 minutes someone else finally picked up and said they had no clue what I was on hold. This company is unbelievable, no wonder they were rated top 5 for worse customer service last year.

I started my service back in March. And the next day I had to go to one of there office to get a new box, because my internet was not working. For the 1st two months I was calling everyday or every other day two or more times in a day. Then a worker was schedule to come to my house and never came.

On one of my calls about my internet service the agent Jason I.D. # 1254000 offer me free HBO for 3 months and CMAX free for 6 months. Told me that nothing was going to change on my bill. All I was to pay was $4.99 each to install. So I went with it. About six ago now I called Time Warner Cable about a problem with my phone to find out that they are say that I have in out standing bill for $400.00. Would not connect me over to customer service then just a few hour later they turn off my service.

I took three day to get someone to talk to me and they just kept telling me that my service charge every month is and all was have been about $170.00. When I have paper work saying that my bill is $89.99 a month for all my services . I even called the guy I started my service with. An at first he said I was right and someone did something wrong. Then soon after that he was not return my calls. Not even the women who called me, because I tried calling Time Warners 1-800 number again for help.

Six day later no help 3 days ago they turn back on my phone & internet. Now they are change there stories my bill was not $89.99 a month and they do not see any thing wrong with my bill, but also said they where doing to give me a credit for a little over $40.00 . And there was never installment fee for the HBO & CMAX, but on that 4th day everyone was saying my bill was $89.99 . But I would have to pay $65.00 to get my service turn back on. When I just paid $100.00 on the 16 of March.

They are saying now that my bill that HBO & CMAX is what changed my bill, but there is a recording of that call. Which was 05-09-09 between 11: 10pm to 11:15pm.

Break down of my bill from what they are saying that one of my serivces was not part of $89.99 . In which my papers I signed does not say that. But even under that now being stated. That would make my bill $89.99 + $19.99 for that service + $6.85 total in taxes. Leaving me now in out instanding bill of $47.41 with $29.72 from movies I ordered.

And my bill to which I signed my name to $89.99+ $6.85 in taxes plus the movies I ordered. Time Warner Cable will have pay me/ or just a credit of $31.69

And both are total with both credits of $18.67 and $20.00 for my internet problems.

A Letter to Time Warner Cable (Mailed on 6/24/09)

Dear Sirs,

I am reluctant to write as I don’t believe these letters get read or acted upon by your firm. It seems to me that if you have so many consumer complaints that you can’t take phone calls, you need to close your doors anyway because you are just doing consumers an injustice staying in business to give so many people reasons to complain while you hide.

I have a home in Banning, California that had your service for years, the whole bundle; phone, Internet, and television. My son moved out of the home in December of 07 and I maintained the service in an unoccupied home for nearly a year. In October of 2008 I called TWC to have services shut off. I was informed that until I could get the equipment returned I would have to pay $20 per month while I was put on “Seasonal Hold”. So I continued for another 6 months at $20 per month.

It was a big surprise when I saw a $210 transaction hit my bank account at the end of six months. I called your company’s billing department and was basically told, too bad.

It was nearly another month before I could get someone to go to the house that service was in and get the equipment for me to send back to TWC via UPS, and I received anther $134 hit to my bank account. I again called your company and this time spoke with a supervisor. She acknowledged that the equipment had been received just the day before and said she would look into the situation.

I have to say that given that I paid so long for service in an unoccupied house, that she would at least roll the two months back to $20 per month like I paid during the “Seasonal” hold period and let me off the hook in the interest of customer service if not just refund the whole $345.22 outright, but shockingly, no. Even with your company knowing the house has been unoccupied for nearly two years, she called me back the following day determined to get every cent she can, right up to the day the equipment was logged back in. No break, no refund, no consideration at all. I cannot believe that $345 is really more important than any future business your company might have gotten from me.

I can tell you that if this is the way your company treats customers I am surprised you have any.

You will never have me as a customer again. Additionally, if I can persuade anyone else to heed my warning to avoid abuse by Time Warner, I will do so.

I will be copying this letter to the PUC, and every editorial department of every publication I can locate in 14 days if I have not heard back from you, which I already assume I will not.

PGH