When planning to move in December 2007, I called my cable company (Optimum on line) to switch my service. I was told that my new address was not in their area and I would have to sign up with Time Warner Cable. I called time Warner and was told I needed to sign up on line and was privided with an e-mail address, which I used. I was promised two different rebates - one of $50 for the phone service and the other for high-speed internet service. When I attempted to follow-up on these rebates, I was eventually given the name of the retail accounts supervisor whom I called. The voice mail at that time said it was best to try to reach him through an e-mail message. I sent two explaining my situation and received no response. I made additional calls to customer support, and eventually had someone tell me that the rebates could only be made after six months of service and that they would be automatically applied to my account.

Nothing ever was credited.
I sent an e-mail to Time Warner again explaining my situation and received a phone message from the same retail accounts supervisor whom I had e-mailed a year ago. His explanation was that a company named Leapfrog Online had been the company I signed up with --working for them to obtain subscribers, and that I would have to contact them at support.broadbandoffers.com. When I entered that in my search engine, not suprisingly I found several complaint sites about this company (support.broadbandoffers.com).

Doubt I'll get anywhere with Time Warner - their customer support up to now has been less than stellar. Just wanted to put this out there for others to be aware of.
Rowland Laedlein

1)TWC took money from our bank account and charged our debit card even though I didn't give them the account information for either and even though they state it is against their policy to retain your payment information; 2) they will lie to you to get a sale; 3) the Customer Service reps are, in most cases, useless.

I authorized a payment via phone from our Visa card. Even though TWC represents that it does not retain customer's banking and credit card information, illegal withdrawals were made from our bank account and a debit card. I did not give any of that information to the representative. The only place she could have gotten it was to pull it from TWC's records -- the ones they say they don't keep on file.

After numerous calls throughout the next couple of weeks to various representatives (I spent a considerable amount of time speaking with a very concerned rep named Jennifer who said I could call her back at ext. 4994 – an extension that I subsequently found out does not exist), I finally reached a single person in the Tallmadge OH credit services office who authorized the payment of $134.00 to reimburse us for bounced check charges incurred as a result of the illegal withdrawal.

We received that payment as a “reversal" to the bank account but TWC never credited my TWC account for the money they took. On top of that, TWC now states the $134.00 they reimbursed me for the check fees was really a bounced payment on my part and they want me to pay them that back too.

It is totally screwed up and I cannot find anyone at TWC that can figure this out. I must add that most of the people are quite rude in their incompetence and/or unwillingness to help.

The second matter has to do with services. I was transferred to TWC via its Adelphia takeover. I had a package of services that was grandfathered in. The package included all of the cable and premium channels with bundled internet. I have had the package since I began service in 2001 and purposely did not want it changed. One day I called to make a payment and the rep told me I could pay almost $1.00 less per month if I added their new digital phone service to my cable/internet services.

Since that didn't make much sense to me, I asked her several times about it and specifically told her I did not want to change anything that would affect my services and current package. She assured me that nothing would change and that she would even include voice mail at no additional charge. We scheduled an appointment for installation.

I also questioned the installer to make sure nothing was being changed and that the only thing that was changing was the addition of the phone service. I was assured that was the case. The installer left and so did many of my channels. I began the journey of trying to find someone who cared that I could speak with. I was transferred to various people, waited for almost an hour in most cases (I am not exaggerating) and was often put on hold with the person never returning. I was repeatedly told by customer service to talk with tech support (tech support never, ever answered though I was transferred to them consistently in spite of telling the representatives that nobody answered). This occurred with staff people as well as supervisors. To add insult to injury, when I call TWC and plug in my phone number, the system message says it doesn't recognize my phone number even though it is a TWC phone line!

At any rate, after holding 42 minutes for yet another representative (I keep records of this junk), I finally found one who attempted to resolve the problem. I was told that I changed my package (no, I did not) and that I could only have my services restored if I paid another $15 per month.

What a rip off!

Within the past 3 years, in my area of Orange County, Southern California, Time Warner Cable started bundling their services so you get phone, internet and Cable for package pricing. When they started this practice they also pushed hard for new customers. From that time their service has declined dramatically, and I assume their customer base has increased. When you call for customer service you have a minimum of a 10-15 minute wait for help, today one time, I was on the phone 1hr and 15 minutes.

Today was the last straw, cable in a monopoly! My DVR box and cable channels have not been working, channels have not been coming in for a week now, and before that the DVR wasn't working for other reasons. I have called and called, been on hold for an hour+ and finally today had an appointment set up for a technician to come out between 1-3 pm. I called yesterday to confirm my appt., I called this morning to re-confirm the time as I had taken off work to be available. I was assured they would be here between 1-3 although they couldn't tell me the exact time the first time I called. When no one was here by 3:00pm I called back. I was placed on hold while they contacted the tech to see my place on his schedule and my time, I was assured the tech would be here no later than 3:30. When it got to 4:00 pm still no one was here and I called back again. This time I was told he was backed up and would "definitely" be to my home no later than 5:00 pm. I was given a $20 credit for my trouble. At 5:15 I called back again and was told I had never been on the schedule and it was all a big mistake. I told them they needed to get someone out tonight, that I had taken the afternoon off work, cancelled my evening plans and couldn't take more time off work again. Tomorrow is the Presidential Inauguration and that will not happen again, I will be at work and I have been paying their high prices so I can record historical events like this. At this point I can get 1 channel! They said they usually had emergency techs for this type of problem but they were all busy, I was out of luck. My current choices appear to be, I could take more time off work or wait until the following Saturday to get my cable fixed (today is Monday), or I get satellite TV but that will take time.

What can we do switch cable companies, I would if that were possible but we all know it's not?? I really do not want satellite, but what choice do I have? I told them not to set up another appt. I was looking for service somewhere else but I do not know where to go. Where can I go to get help? This happens with Time Warner every time I call for help. Frequently my phone doesn't work for a full day if not more. Are there answers to these questions or anyone people like me can turn to for satisfaction?

I was paying my bill over the phone with their automatic system and they repeated the wrong credict card number to me. I was prompted to press two if i was the wrong card number and I did so. I was then automactically placed on hold and then transfered to a custmer servie rep who told me my bill wanst payed when i checked my card the money had been taken off and timewarner said the bill was not payed where did my money go?????????

On November 28 net spend process a payment for my NY account made in Inglewood/Hawthorne California. This transaction is in the amount of $201.35, upon clearing on November 30th, the charge was taken from my account using a netspend vendor. However, the payment was never posted to my new York city account. Since then I have been trying to decipher what procedures are in place to locate this payment and reapplied to the correct city and location.

Please I am beat, please email me with this information as my account activity from the November is overdue! Please have someone call me regarding this account.