• Report: #423262

Complaint Review: Time Warner Cable

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  • Submitted: Thu, February 12, 2009
  • Updated: Tue, April 14, 2009

  • Reported By:huber heights Ohio
Time Warner Cable
PO BOX 429542 Cincinnati, Ohio U.S.A.
  • Phone: 800-425-2225
  • Web:
  • Category: Cable TV

Time Warner Cable customer service lying to people in Ohio and over charging people in Ohio Cincinnati Ohio

*UPDATE EX-employee responds: I do hope you read this!

*Author of original report: I forgot to add

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I have been a Time Warner Cable customer for years and for about a year now I have been having problems with this cable provider. A year ago I bundled my service dvr,net,phone. Right after this I kept getting bills in the mail for large amounts, which was over what we were told we were going to pay. My husband and myself made call after call to figure out what was going on only to be told something different everytime we contacted the company. Sense November 2008 I tried to get my phone turned off.

I would call the company they would put me on hold and I would be hung up on and have to call back. Each time I would call back I got stuck talking to a new person. My bill has been over the top I pay the bill and a few weeks later I get another bill for even more. So for months now I have been paying two bills a month for this company. Sometimes $400-$500 a month.

I was only supposed to be paying around $180 a month. When I would try to find out why my bill was to much customer service would take down my number and tell me they will call me back. They never would call me back I would end up calling customer service back again. Everytime I would refuse to pay this over the top amount that I know I am being way over charged they would just shut off my service. Then I would have no choice but to pay the bill to have my service turned back on. Last month yet once again I got stuck paying Time Warner $415.01.

Why? I still don't know as customer service will not give me an answer as to why I am being billed this way. My bill has been being paid in full and it has not been even a month yet I have once again already paid them $415.01 but they just turned around again and sent me another bill for $261.61. That's over $600 dollars in less than a month for service.

My husband called customer service four times three times nobody could answer our questions and kept putting us on hold and sending our call to another customer service rep. The fourth call he was ask to leave a number and they would contact us back. They never called back so we went to a near by Time Warner Cable office. When we got to the office in Troy Ohio we wanted to know why we are being over charged how we have been for months now. We were not given an answer we also wanted to know why are net was turned off. We were given a print out saying are net was turned off for spamming and we need to call Road Runner customer service to get it turned back on.
I confronted the customer service rep in the office and said there is no way my bill is over $600 dollars in one month and would like to know why this is? She ignored me questions. I then gave her my bill they showed my past two payments like all the bills do that I already paid over $400 already and now am being ask to pay another $261.61 I turned the bill over and said I am baing charged for service I do not have that states clear as day on the back of the bill what the charges are. I am supposed to only have basic cable and net sense Novemeber 2008. But am being billed for movie channels I do not have as well as two dvr's I do not have and a bundle package.

The customer service rep tell us that the billing date on the bill isn't correct and the balance is due from last month. I showed the customer service rep I paid payments so how is this possible? I then ask so your telling me the billing dates on the bill what you are charging me for your saying that's not correct that the billing is being charged for a bill I already paid she said yes.
I said so I am being charged for services I don't have she said yes I said can I get my bill fixed I am tired of having this problem every single month. She ignored us and said my computer shows you only contacted our company once in Nov and that has been it. I said miss I been contacting your company not on in Nov but months before that as well and all the time after that. She pretty much out right called us a liar.

My husband than takes out his cell phone and said if you look on my calls today it shows today alone we already called Time Warner four times today alone. I checked over my cell phone records and sure enough all the calls for months I been making to Time Warner is on my Cell phone bill but yet they have no record of us ever contacting them. we then left the Time Warner Cable office and went home and then contacted road runner.

My husband called road runner the customer service rep through them gave us his name and ticket number. After this man looked at our account he said are net was not turned off for spamming Time Warner Cable just shut us off and to call Time Warner back. So we call them back they argue with my husband telling us to call Road Runner back.

Than finally after a few more attempts talking to different customer serive reps someone turned are box back on. Always good to know not only are we being way over charged but we get service turned off even when our bill is paid. This has happened many of times before our bill was paid they would send another bill and our service would get shut off and as soon as I pay the new bill they send they would turn right back on our service.
We are between a rock and a hard place here I did look up this company online and no shock there this company is being sued in other states by people just like me and others for this very samething.

I contacted the BBB and filed a report we did find out something that was good to know. The troy Ohio office has it's BBB member information up the office we went to and they are not even a member of the BBB.
We can't get another provider as this is the only cable company in our area.

If this is going on with us it's hard to tell how many others in Ohio Time Warner Cable is doing this to this is also happening to my aunt as well. I have read a few reviews on here with other people in Ohio having somewhat of the same problem.

King
huber heights, Ohio
U.S.A.

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This report was posted on Ripoff Report on 02/12/2009 07:45 AM and is a permanent record located here: http://www.ripoffreport.com/r/Time-Warner-Cable/Cincinnati-Ohio-45242/Time-Warner-Cable-customer-service-lying-to-people-in-Ohio-and-over-charging-people-in-Ohi-423262. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 UPDATE EX-employee responds

I do hope you read this!

AUTHOR: Anonymous - (U.S.A.)

This is CLASSIC TWC activity...I used to work for TWC - just recently I quit actually...the turn around rate in customer service is so HIGH that they stick people on the phones that have no clue what they are doing...sooo they transfer the call or they accidently on purpose hang up on you. You get a differant answer everytime you call because again they have no clue because they are probably right off the street new! My suggestion to you is to call another phone company ANY phone company and have your number "ported" from TWC - TWC will HAVE to shut off the phone service once the port has been requested by another company. Now if you want to disconnect the road runner or cable, you will have to call "retention" or "account services" they are the same dept doing the same job...you will want to request the workorder number of that disconnect and the date the tech will be out. You want the workorder number to insure they actually put in a disconnect because yes they will tell you their is a dissconect order in then they will not do it because this hurts their commissh checks. You want to request the date the tech will be out because if you tell them to cancel as of "such and such" date they will continue to bill you till the tech comes out to disconnect and this will take up to 3 weeks because dissconnects are NOT priority. I hope this helps some and good luck!
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#2 Author of original report

I forgot to add

AUTHOR: King - (U.S.A.)

Even if I do get a response back on what I have written it's to late for one. I gave this company over a year to fix the problem. I have all the paperwork for everything I have said in my report. I just want people to know none of this is being made up I have every bill they ever sent where it showed I have been being charged for services I do not have as well as being over charged.

I also have the paperwork I was given that my so called account was flagged for spamming on the net. The proof to go along with it from Road Runner saying this was not true. I been trying to nail this company for frauding me and finally I have!
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