Time Warner Cable P O Box 85100, Austin TX 78708-5100
Dallas, Texas United States of America
Time Warner Cable - TWC Rate Lock Guarantee (without my written/verbal consent - entered me into 2 yr. contract) Dallas, Texas
It amazes me the liberties that companies are taking in making financial decisions on behalf of their customers without the consent of that customer all to secure their revenues, plus some. Such acts are fraudulent in my opinion and I wonder if Time Warner Cable customers know what is about to hit them. Here is my story:
After being a long term customer of Time Warner Cable (TWC) I called in on Dec. 2008 to see what packages were being offered for renewing customers since my average $131 bill had increased to $166 at the end of my two year contract. I negotiated a new package and again renewed for a two year contract which was to expire at the end of 2010.
In todays uncertain times I wanted to reduce my monthly expenses of my familys budget so I called Time Warner Cable in March asking them to disconnect services since I had completed my term obligation with them. I was told by Jennifer that I could not disconnect because I was under a two year contract. I assured her that I was not under a term contract and that my contract would have expired at the end of 2010. She informed me that in Dec 2010 I renewed the contract and that should I cancel service I would have to pay TWC an early termination fee of $135.00. I asked her in what media was this approval given and she said that it was a voice approval which was recorded. I asked her a copy of this voice approval and she said that it would take 72 hours to pull this information and that she would get back with me. It is now April and I have not heard back so I called today 04/28/11 and explained my request to the customer service rep who answered my call. She said that they are unable to pull voice approvals. I assured her that I under no circumstances gave written or verbal authority to enroll in a contract in Dec. 2010. She informed me that I was sent a letter (it was not included in my monthly billing) forty-five days prior to the expiration of my contract which would have informed me that I would automatically be enrolled in the Price Lock Guarantee program for another two years if I did not call them prior to the expiration of my 2008 contract which would have been Dec 2011. I requested a copy of the letter sent. (Most probably looked like TWC Junk mail which I throw out unless it is my monthly bill.) I also requested a copy of the 2008 contract that would show that I approved/authorized these terms as part of that contract and she said that they do not have it. I also questioned, if I was given a Rate Lock Guarantee on my previous contract amount then why did my monthly bill increase from $131 a month to $166 in Dec? After carefully reviewing my statements after being told of this automatic renewal I also found that in Jan I was charged a $19.59 renewal fee can you believe that? I admit I should have been monitoring my statement closely because I would have called them immediately regarding this line item and it would have told me sooner that something was not right but I expected higher rates since my contract expired. Since Dec. my bills have been irregular in amounts but it looks like in addition to the $19.59 renewal fee my monthly bill has increased by about $15.
Now let me ask you, would you like to own a business in which you could increase client rates, charge fees and lock them into business with you for two years all without a written or verbal agreement with that client? I would but I do not think that I would be able to sleep at night! This is outright fraudulent no one should be allowed to make financial decisions on our behalf and act upon them without written consent!
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