• Report: #756913
Complaint Review:

Time Warner Cable

  • Submitted: Tue, July 26, 2011
  • Updated: Thu, March 01, 2012

  • Reported By: Dustin01 — Cleveland Ohio United States of America
Time Warner Cable
Cleveland, Ohio United States of America

Time Warner Cable Time Warner Cable accused me of fraud over a account that was not mine Cleveland, Ohio

*UPDATE EX-employee responds: Wrong Info From Employee

*UPDATE Employee: Shouldn't be...

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Okay I am having a issue with Time Warner Cable that I want to get
people's advice on. My dad had a account with TWC before me and his
account got closed due to international calls that racked up his bill
and he choose to close the account. 6 months later I decide that I wanna
try and get cable because I got tired of watching all my shows on the
internet and wanted to have cable with DVR service. So I contact Time
Warner Cable and ask them many ?'s like if my Dad's old account with
them would affect mine or if there were going to be any issues with
getting service at my address. The representative said no there wouldn't
and I would get a fair chance as a customer with them. Well fast
forward three months later and after being a paying customer just
recently Time Warner Cable flagged my account for fraud. I contacted
Time Warner Cable and they said I had to speak to a guy in their fraud
department named Jason. When I spoke to him they said they could no
longer offer me service because of unpaid balance of $2800 of my dad's
old account with them at my address. I asked him why is that because I
was told I would be giving a fair chance as a customer but he said that
until it was paid in full I could no longer get service because of the
balance that was not on my account. First thing he was very rude as well
as all the customer service agents I spoke with were very rude and
unhelpful and I just think it is unfair to not be given a fair chance as
a paying customer just because of my Dad's past due account. He
basically made it seem anyone living at this address and wanted to get
cable services would be responsible for paying the past due balance.
That just sounds so shady to me especially when I ordered the service I
was told I would be given a fair chance. I did file a complaint with my
local BBB but I just wondering if there is anything I could to fight
this and get my service back on. Where I live I can't get satellite
service only cable. What should I do? Any advice would be greatly

This report was posted on Ripoff Report on 07/26/2011 09:06 PM and is a permanent record located here: http://www.ripoffreport.com/reports/time-warner-cable/cleveland-ohio-/time-warner-cable-time-warner-cable-accused-me-of-fraud-over-a-account-that-was-not-mine-756913. 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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Updates & Rebuttals

#1 UPDATE EX-employee responds

Wrong Info From Employee

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

I'm an ex employee of Time Warner Cable Northeast Ohio and the information you gave is wrong about if the Social Security Number is different the new Subscriber would be ok for service despite a past due bill at the address. If she lived at the house where her father ran up the cable bill and didn't pay and can't prove that she did not live there, the the old bill will have to be paid before her service can continue. The purpose is to keep family members or friends from not paying bills and then simply have another house member get cable in their name.

This is the problem with TWC they get rid of CSR's who know the job after being their at least a year to two years and bring in new Customer Service Representatives who haven't learned the job thoroughly. The  turnover at TWC is astounding and the company is constantly training and hiring new reps. Most CSR's only last three to six months. Many quit, others get fired. The pay is embarrassingly for what they want you to do: billing, troubleshooting and upsales. And the sales commissions are a joke.

TWC treats its employees as bad as they do their subscribers.

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#2 UPDATE Employee

Shouldn't be...

AUTHOR: The_Carp - (United States of America)

I am an employee of Time Warner Cable, and to my understanding, the policy for accounts and addresses.   As long as there is a different social security number on the account you should have no issues, and once someone realizes it, the matter will be handled.  However, if you are attempting to "revive" his account, then they will hit you with his fees.  I have the same name as my father and I have run into issues with payments with Time Warner before, but it took a few phone calls before I could get it resolved.
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