On February 8th I closed my account in person and returned all equipment to the Time Warner Cable office in Santa Clarita. I was told I would be receiving a refund of $17 and that all automatic withdrawals were now canceled. On February 22nd Time Warner Cable deducted $178.12 from my bank account. I called them to let them know and to tell them to refund me my money immediately. First I spoke to a woman who could not locate any of my account information but told me I could just tell my bank to put it back as an unauthorized transaction. I called my bank and they said that since it was an ACH transaction I had to go after TWC for the money. I called TWC back and was put through to the banking department and a lady named Percy. She could not locate my account either. I told her well you located it when you stole money out of my bank account. She said I needed to FAX her my name and address on the account. I did and got no response back from her. I tried their new CHAT service to speak to an online operator and I got a girl named Paolo. She told me that my money was refunded to me. I said No I am looking at my statement and it is not in my account. She told me to look in pending transactions. I did. Nothing.
I told her I was going to the bank at my lunch hour and that I would ask the bank to check into it. She said if they don't see it in your account then have the bank draft a letter for you and FAX it to the banking department at TWC. The credit union sent me to the department who handles this and they told me that TWC is lying to me. There is no transaction coming from them. They drafted me a letter and I had to miss an extra half an hour at lunch of my job trying to resolve the issue. I faxed TWC's Banking department the letter from my bank. They never responded. I went on the chat again and tried to talk to them about it but this time was told by a guy named Jonathan that the issue had escalated and was out of their hands and I needed to call customer care at 888-892-2253. I called this number and spoke to Mike at ext.77461. After locating my account he told me they had mailed me a refund check. I said what do you mean they mailed it to me. I said to what address and he proceeds to tell me an address that I am not staying at. I said now if any of the people had bothered to call me back about mailing me a check I would have given them my current address. He asked me for my address and put me on hold.
After more than 4 minutes on hold he came back and told me I would be receiving a refund in 4-6 weeks. I said no that is not good enough. You stole this money out of my account. I want it back immediately not whenever you feel like giving it back. I said expedite it or overnight the money to me. He said they can't do that. Then asks me if there was anything else he could help me with. I told him I have been a good TWC for years and that this kind of customer service is unacceptable. How is it legal to steal money from a customer and then pay back what you stole in a month to a month and a half? I think they should have some sort of legal action taken against them. I told Mike I was needing to get cable at my new place in order to have my internet and tv but that I don't know if I will ever deal with them again after this. He said well I don't think we should give you a month of cable if that's what you want but maybe we could waive the installation fee. What a joke! I have a coupon for free installation that is no deal after what they have done. I say go with AT & T if you need your cable set up. TWC doesn't seem to care if they keep their loyal customers. They will even steal your money from you after you close your account so make sure you notify your bank that you have closed the account.
EDitor's Suggestions on how to get your money back!
HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:
Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.
According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.
If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.
Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!
DO NOT TAKE NO FOR AN ANSWER!
Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.
And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.
Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.
If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.
CHARGES TO YOUR CREDIT CARD
If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.
Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.
And good luck Let us know how you do!
ED Magedson Founder
Author of www.ripoffrevenge.com
PO Box 310, Tempe, Arizona 85280