I have had Time Warner as an internet/TV cable provider for 10 years. I down-graded from a house to a condo. I had service discontinued at my home on May 6, 2011 and reestablished (or tried to) at my condo. The earliest that a technician could do this was on May 11, 2011 and I had to be there (ie, take a day off of work).
My internet service worked, but not the TV service. I got a few basic channels and everything else was pixelated or blank. I rebooted the DVR's (the ones that I had been renting for 10 years), then TW remotely rebooted without correction of the problem.
Three days later, May 14th, a technician came out to reboot and exchange out my DVR's (2) (oh, yea, another day off). This did not resolve the problem. Another call to TWC and another technician was sent out on May 27th (another day off). He couldn't identify the problem, but someone would "get back to me". The following week, another technician came out, followed all the cable in the condo and identified the problem as the "signal being split too many times from the road to the condo". Someone would have to "boost the signal" at the company. When I called the company to request a credit on my bill since I am billed a month in advance and I didn't have TV service, I was told that they can't do that. We went around and around and I asked to speak to a supervisor. I was told that no one was available, but someone would return my call.
About one week later, yet ANOTHER service technician came out, did the same tests, but determined that the signal was too weak despite the "boost" and new cable would have to be buried from the road to my condo. When I spoke to a customer service rep on the phone asking if I'd have to be home or when this would take place, (on or about June 10th) I was told that I would receive a call when this new cable was buried. So I waited......in the meantime, I am still being billed for full service.
On June 26th, I called to inquire why I still being billed for the full price of the service contract when I only had internet service and no TV. I felt that I should be credited for no TV service, but I would pay for internet service since there was no issue with it. The rep said she wasn't able to do any credits. Once again I demanded to speak to a supervisor. "Nate" identified himself as a supervisor and was sarcastic, rude and argumentative. He said that they couldn't, and wouldn't, credit me for anything, especially back that far. I argued that I was not going to pay for services that they were not providing. I was willing to pay for internet, but not TV. "Besides, Nate said, "we buried the new cable. Why didn't you call to complain sooner? We expect our customers to be proactive to let us know when there is a service problem. Why did it take you almost a month to call? Didn't you check your TV?" I explained that I was told that someone would call me to let me know that the work had been performed. "That would be a courtesy call and we don't do that! Didn't you notice the cable in your yard?" I explained that I live in a condo, don't do yardwork so how would I notice cable in the grass? When I demanded to speak to his supervisor, I was told he didn't have one. We were at an impass as I said I would not pay for services I was not receiving, Nate said he would not credit anything and would report any amount past due to the credit bureau. I assured him that such action would cause me to file a civil action and or small claims court motion as this was fraud on their part and I felt extortion.
Another call to TWC on July 1 resulted in an appointment for another technician to com out but another argument ensued regarding the mounting bill for unprovided services. July 12 (another day off) the cable guy was a no call/no show. On July 13 I had an online chat with a rep so that I could have documentation of the chat. Everything was reiterated, but again, not resolution to the billing issue, no supervisor to speak with, but another technician would be out.
July 25th, service technician cam out (another day off) and it was decided that the cable in the bedroom was bad and someone else would be out. On July27th, ANOTHER cable technician showed up and determined that the cable was bad in a 12 foot section of wall connecting the bedroom and living room. Since TWC would not tear down a wall, he asked for my condo associations contact information (address and phone number) to get permission to run cable along the exterior.
On July 31st, I spoke with "Jay" regarding billing. Same result. On August 5th, the service technician cancelled his appointment because no contact with the condo association was made.
On August 15th, my service was disabled for a $15.00 Past Due balance after I caved in and paid $275.00 the week before for TV service I wasn't getting! Another call placed to TWC and "Anita" wanted the $15.00 to reconnect and I said absolutely not! She refused to let me speak to a supervisor, wouldn't/couldn't credit bill, etc. but someone would call me back. Then she asked if I had any of the "ticket numbers" associated with the service calls. This was the first time I had heard of such a thing. She proceeded to change the dates that service was terminated at my old residence and again when it was initiated several times. How can a service technician exchange equipment on an initial start day if there hadn't been a complaint that the service wasn't working???
After a frustrating, going no where, one hour phone call I gave up.
August 16th, a "supervisor" without a name called and the problem was once again reiterated from the beginning. Again I was advised that no credit for non-functioning service could be issued retroactive several months, but he could credit me for the days that a technician came out to my home. Unacceptable. I demanded to know IF they are going to fix the problem or not and I would look for another service provider. I was then accused of not be willing to assist them by contacting the condo association. I felt that I should not be a middleman and certainly couldn't answer installation/technical questions that were sure to arise. Since I was a paying customer, I was not going to do their leg work for them. He wanted to know if I had the dates and "ticket numbers" for the technicians. I should not be responsible, as a customer, to supervise and notate wen work orders are issued and when or if they are carried out properly. The conversation was becoming more absurd as the minutes went by. In frustration, I cancelled my service altogether and told him that they should comp the remaining $160.00 that they were charging me for no service.
On August 22nd, a subcontractor technician arrived at my home unexpectedly to retrieve the two cable boxes which he did.
On August 26th I received a bill for past due balance of $160.84, and $125.82 for the billing cycle 8/16-9/15, AND charges of $400.00 for each of the two cable boxes for a grand total of $1,092.59! The back of the bill states that I was credited $104.86 for the partial month charges and $4.69 for taxes and fees, but this isn't reflected in the "amount due". If I returned the cable boxes, why am I being billed for them and if I am buying them, then they stole my boxes! I am looking into filing a civil action for fraud, breach of contract, lost wages and duress plus anything else applicable after reading through the statutes.