What I want to know is, according to Nicki, back in June of this year someone unauthorized, without my knowledge, changed my program that I had had since 2007 from Basic to Broadcast and from standard internet to Turbo? No one ever called me, no one contacted me, and no one had authorization from me to do that. I also want to know why the High Point office tells me that with broadcast I only get 13 channels and the website and customer service and customer retention tells me I get 22 AND on your site you also show higher channels, duplicate indeed, but requiring digital, that I was refused the digital adaptors I was told I was entitled to pick up for free, and why I was basically accused of "stealing" by your customer service rep in the
High Point, State Street office in front of a line of customers that was so full it was out the entrance door, and why your company has no regard, respect or desire to retain a customer of over 20 years, and why your company refuses to make this right- Before I file my complaint with the FCC, the Public Utilities Commission and with my Attorney General, Roy Cooper?
From: CAR.Retention [mailto:CAR.Retention@twcable.com]
Sent: Monday, December 10, 2012 9:55 AM
Subject: RE: Complaint!
Good Morning Janice,
The promotion you saw on our website is for new or single play customers. Unfortunately, you currently have broadcast and internet service so you would not qualify for this promotion. However, if you wanted to upgrade to turbo we do have a promotion that will give you a free turbo upgrade for 3 months. Please advise if you would like to try this turbo promotion upgrade.
Sent: Saturday, December 08, 2012 12:42 PM
Subject: FW: Complaint!
I just saw on your site that there is a $49.99 per month package for Broadcast and Turbo internet available to me as an existing customer. I am interested in that package but I also want to make sure that the local office here in High Point, NC on State Street is aware that this is offered and that I can get it. I believe I would need the 2 digital adapters that I was originally
told I could were free to me and that I can pick those up. Would someone who knows what they are doing please call me?
Sent: Friday, December 07, 2012 3:00 PM
Subject: RE: Complaint!
Thank you but since then I have no downgraded back to Broadcast & standard 15 mg internet to $55.55 per month...Why? Because in checking my account yesterday and after being assured that the $89.90 price I was quoted
for Everything including taxes, fees, boxes and remotes WAS the price, my bill changed 3 times between yesterday and this morning and went to $97.00 a month instead. So, I have spoken with CR again and downgraded, turned in my cable
boxes, remotes etc. The CR rep I spoke with told me clearly, and I have verified again with your CR department that I would have 22 channels. When I took the boxes into the local office, I was told that no, I would only be getting 13 channels on Broadcast! I have to ask you, does anyone know what they are doing and what is supposed to be? I plan to watch my bill on my account to see if it again changes 3 times as it did yesterday. Honestly, after being a customer since 1989, I now feel that TWC has no regard, respect nor desire to truly keep customers and is doing everything in their power to alienate long
term customers with confusion, misinformation, aggravation and frustration. Again, I am going to long for any alternative to TWC and when I find it, I will be delighted to cancel everything with you in hopes the entire company goes bust!
From: CAR.Retention [mailto:CAR.Retention@twcable.com]
Sent: Friday, December 07, 2012 2:40 PM
Subject: RE: Complaint!
I do sincerely apologize about the treatment you received at the Time Warner Cable store. I will definitely get in contact with the customer service representative management team concerning their behavior. I am pleased that someone was able to assist you in retention with getting the essentials package and keeping you as a loyal customer of Time Warner Cable. We do
appreciate the 20 years that you have allowed us to be your cable provider.
Sent: Thursday, December 06, 2012 5:53 PM
As you will see below, I had an online chat with an analyst on Wednesday evening to report the loss of channels that I had been receiving since I move to my address at 910 Lakecrest Ave, Apt F, High Point, NC 27265. You will see the transcript of that chat. Also, not included in the chat, the young lady told me that my previous promotional plan expired in June and that
someone had changed the plan over to a different plan that caused an increase in my monthly billing from $57 per month to $64 per month. As she instructed, I went into my local office on State Street, High Point, NC today to pick up the 2 free digital adapters she said were being provided to me. The office was full of your customers and there were 2 women and 2 men behind the counter. I asked for the 2 free adapters and explained the situation but when the one lady pulled up my account she said I could not have them because I wasn't supposed to have been getting the 4 channels that were recently upgraded to digital and hadn't been paying for them. She further went on to say that she was going to have to schedule an audit truck to come to my house to find out why I had been receiving those channels and not paying for them. Of course everyone standing in line heard this and I was mortified that she basically accused me of stealing those channels. I politely told her the story again and that if I had been getting those channels that it was something TWC did and not me. I did ask about changing plans and the black man give me a price of around $110 per month to keep my turbo RR and have digital tv. That was an increase for over $40 per month! I said that I would go home and call customer retention again and speak with them and the black woman said well, you can do that but you won't get a better price than he ( the black clerk) can give you. At that I
did reply that I would call anyway and that I had recently seen an ad for Dish TV at $19.95 per month for over 200 channels and that I was going to call them to which she made a remark that I could go home and call Dish TV if I wanted to. As I was leaving the office lobby, everyone in line was watching as the woman had not only accused me of "stealing" cable, and she was going to send the audit truck out, she also spoke to me as if I was lying about this transcript and anything I had been told! Ironically, I did get someone at customer retention and did get a better deal . The young woman who helped me apologized to my for my being embarrassed that way and the accusations made publically and the statement of sending out an audit truck and the way I was treated by this woman and the behavior of the black lady clerk in the STATE STREET location in High Point. There was a white man there as well and I can assume he may have been a manager or something but he seemed either too docile to step up and handle this or he was not knowledgeable enough to help me and simply backed away. In speaking with the Customer Retention representative when I got home, she said that the woman had indeed scheduled and audit truck for tomorrow ( Friday) to come to my house but I believe she may have been able to avert this. I certainly hope so as the only access to cable connections are in my neighbors attic to which I have no access at all. I am extremely angry about this incident and the insinuations of theft!
I am writing to you so that you will know that although I have been a loyal TWC customer for around 20 years, that obviously TWC does not value your long term customers enough to train these clerks to treat your customers with respect and not embarrass them. I am 62 years old and on SSDI so monthly cost is extremely important to me and I would not know how to steal cable in the least! I do not appreciate having my plan changed without my knowledge back in June and I do not appreciate being given LESS than I had for MORE money per month! I can't wait for the day when TWC has much more
competition in this area!
Sent: Wednesday, December 05, 2012 8:37 PM
Subject: Time Warner Cable Chat Transcript
[8:19:37 PM] Nicki > Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Nicki. Please give me a moment while I access your account.[8:20:07 PM] Janice_ > I am receiving the "no signal" on channels, 35,39, 41 and 72. The screen looks scrambled... It was that way all day yesterday and all day today.[8:20:24 PM] Nicki > I apologize for the inconvenience this has caused you and will be glad to assist you with the cable issue.[8:20:33 PM] Nicki > May I know how long are you experiencing this issue?[8:20:55 PM] Janice_ > Since yesterday morning.[8:21:08 PM] Nicki > Thank you for the information.[8:21:08 PM] Nicki > Let me check this for you[8:22:37 PM] Janice_ > About a week and 1/2 ago, someone came out and went into the attic in the apartment next door. He inadvertently disconnected my service but I caught him and he reconnected it. It worked fine up until yesterday when I again heard someone in the attic of the apartment next door but I didn't see any TWC truck or service person. then[8:23:06 PM] Nicki > I see.[8:23:07 PM] Nicki > I apologize for the inconvenience this has caused you.[8:24:12 PM] Janice_ > When I moved here in 2007, they had to come out and run all NEW cable to my apartment because the old cable was not giving me enough signal. NOW, this is happening all over again! I am wondering if the guy connected me to the wrong cable again???[8:24:19 PM] Nicki > PLease try the below steps once.[8:24:36 PM] Nicki > Please disconnect the black coaxial cable connected directly coming from the wall to the TV for 30 seconds and reconnect. [8:24:39 PM] Nicki > Once done, please do a channel scan / re-scan through the menu settings on your TV. This should prompt the TV to pull in the updated frequency to display the channel(s) again. [8:24:41 PM] Nicki > Please let me know once done.[8:24:41 PM] Nicki > I am online with you.[8:25:29 PM] Janice_ > OK, I have 2 TV's one upstairs and one downstairs....and it's the same problem on both TVs...[8:25:44 PM] Nicki > This shall resolve the issue if the issue persist I will schedule the service call for you the technician will come and fix the issue for you.[8:25:55 PM] Nicki > PLease do it on both the TV's [8:25:57 PM] Nicki > I am online with you.[8:25:58 PM] Janice_ > Hold on.[8:26:02 PM] Nicki > Sure.[8:28:48 PM] Janice_ > nope. same problem. Still nothing on 35, 39, 42 and 72.[8:29:28 PM] Nicki > Are you getting all the other channels?[8:29:33 PM] Janice_ > yes.[8:29:42 PM] Nicki > Okay.[8:29:44 PM] Nicki > Let me check this for you[8:29:54 PM] Janice_ > oops, its out on 41, not 42... both TVs[8:30:11 PM] Nicki > Okay.[8:31:00 PM] Janice_ > Unless you have changed those channels to premium channels I should have those. I have basic. It was this very problem before that caused me to drop all but basic![8:31:16 PM] Nicki > Yes, I am checking the same.[8:31:17 PM] Nicki > Please allow me a couple of minutes.[8:34:22 PM] Nicki > Thank you for your patience.[8:34:30 PM] Nicki > Channel 35 CMT, 39 C-SPAN, 41 truTV, 72 Lifetime Movie Network are moved.[8:34:37 PM] Nicki > We are upgrading some of the analog channels into digital format. If you have not subscribed to a digital cable box, you will not be able to receive these channels. We have send notifications to all our customers mentioning this. This upgrade was needed to allow for Time Warner Cable to stay on the cutting edge of new services available to our Digital Cable customers. [8:34:42 PM] Nicki > No need to worry, you will not miss any of your favorite channels. [8:34:48 PM] Nicki > We are providing you a Digital Adapter free of cost to access these channels. [8:34:57 PM] Nicki > You can order it through a live agent at 855-286-1736 or pick it up at front counter location at any of your nearest payment center. [8:35:04 PM] Nicki > Please note, a digital adapter is not a set-top box and does not support advanced features such as SDV, VOD, IPG, or CableCARDs. [8:36:09 PM] Janice_ > ok, the only notice I got was that I could go buy a new modem if I wanted to or keep the one I had....nothing about a digital adapter...[8:36:26 PM] Nicki > I am sorry to hear that.[8:36:26 PM] Nicki > By moving these channels to digital we are freeing up bandwidth so that our valuable customers can enjoy crystal clear, quality viewing along with the very best features that Time Warner Cable has to offer including On Demand, Start Over, Look Back, more HD and 3D channels, and even faster internet service. "