Report: #974025

Complaint Review: Time Warner Cable

  • Submitted: Mon, November 26, 2012
  • Updated: Mon, November 26, 2012
  • Reported By: JMK — Chester New York United States of America
  • Time Warner Cable
    2 Industrial Drive
    Middletown, New York
    United States of America

Time Warner Cable Billing Nightmare, horrible customer service, Middletown, New York

Show customers why they should trust your business over your competitors...

First, there were installation issues---the cable box did not work.  Confusion with the billing address I gave them vs. the physical address.  Now I am battling to have the automated phone payments I have made since August applied to my account, vs. another customer who used to have my phone number. 

11/14/2012:  Service was cut off and I called to be told I am the one committing fraud by a customer service rep named Fred.  I then spent an hour on the phone with a supervisor named Celia as I reviewed my bank statements and the payments they debited.  She was able to reconcile the info that my payments were applied to someone else's account.  She said she would have it taken care of and it could take a few days.  I actually had a $30.59 credit according to celia, once payments were properly applied.  Service activated.

Somewhere in here, I had a customer service person laugh at me when I told them the issue, another hung up on me and I did speak with Kimiki Smith-Williams in Collections who was useless and connected me to Customer service. 

11/17/2012Service was cut off again...  Actually had a CS person laugh at me. Celia was on the line with another customer, but relayed that I was supposed to send Proof of the bank debits.  This was the first I heard this.  I was told that Celia would call me back.

No call to my office line or my cell.  I called again 2 hours later, she had left for the day and made a notation that she called me, but there was no answer-an outright lie.  Spoke with Teresa--went through everything again and she activated the service.

Copied and pasted debits from my account and faxed info to Rita Couton at a 718-726-5025.

11/23/2012 No service again--Carlos, another supervisor assured me he would have the case escalated and look into who received my fax. He assured me that he would block my service from being turned off again.

11/26/2012 Direct TV connected and I called Time Warner Cable to cancel service and had to listen to  a recording that my service was disconnected due to lack of payment. I now owe over $200.00 according to the automated system.

Yes.  I filed a complaint with the Public Service Commission and received an email that they recieved my complaint and I should hear from someone very soon--but of course, I never did.

In all this time, several CS people, three supervisors and someone in collections, the issue is still not resolved.   I have wasted a lot of time trying to resolve a problem TWC caused.  Time I don't have during the biggest shipping months of the year for me.   I am frustrated and angry beyond belief.  This company should not be allowed to service the public!

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