Report: #1084529

Complaint Review: Time Warner Cable

  • Submitted: Sat, September 14, 2013
  • Updated: Sat, September 14, 2013
  • Reported By: Frank S — Staten Island New York
  • Time Warner Cable
    465 a E 23 St
    NY, New York
  • Phone: 718-816-8686
  • Web:
  • Category: Cable TV

Time Warner Cable Time Warner Cable Illigal Activities NY New York

*Consumer Comment: TWC Stinks

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

On 8/3/2013 an outside salesman named “Sunny”, his paperwork lists his name as Shahab      Rep #73256, came to my house and spoke to my wife and myself to offer us Time Warner Cable service. He said that Time Warner Cable (TWC) had a plan of $89.00 per month guaranteed for TWCo years without a contract. We discussed a bundled plan for home phone (718-980-XXX), internet and premium cable channels for a total of no more than $190.00.  He also said we have a 30 day evaluation period in which we could cancel if we were not happy with their service at NO COST WHATSOEVER. I told him that TWC business class service seems to have a better offer with 2 phone lines and a faster internet speed than the home service was offering.  He called his supervisor who could not confirm this, so Sunny said to” sign the papers, since he was here now and it would be difficult for him to come back, and he would not implement anything until he called me in a couple of days and I gave him my OK”.  With that I signed a “TWC customer application” # 537725 .

That application has on it: (copy enclosed)
   Installation waived
   Phone activation – Waived
   Digital Cable included
   Speedy Internet included
   $173.44 + taxes = $190 P/month for 24 months
   30 day M.B. Guaranteed

Sunny asked for my driver’s license which I gave to him.  He then properly recorded my full name , license # and address on the application.  When he called in the application to TWC he said it shows that we had a previous balance owed in our name to TWC, which should not be the case.  However with this mess that I am now detailing I am not surprised because TWC  seems to do many illegal things to their customers. Sunny said do not worry about it, he would clear it up.  I later found out  how he “cleared it up. Even though he had my license and copied my correct name “Francis XXXXX” on the application, he created a fraudulent account with TWC in the name “Francis Michael”. I found this out when I received a bill from TWC with the phony name FRANCIS MICHAEL.

A day or 2 later , about 8/5/13 my regular home phone service, with Verizon, for 718-980-XXXXstopped working. It did not go back on until 8/17/13. This caused me to use my cell phone lines much more which became a large cost to me.  We later found out that TWC illegally switched my phone service from Verizon to TWC without my permission. Sunny never called me for permission.  I have called him on the number he provided  (848-467-6799) a few times and left voice mail messages, but he has never returned my call.

On 8/17/2013 an installer from TWC came to my house. We were not aware anyone was coming. He said he was here to switch or service to TWC.  Since we had no regular home phone service for the past  weeks, and we “knew” that we had a 30 day evaluation period, I let him install the service.  I told him NOT to cut any Verizon lines, but simply disconnect anything that was necessary to do his install since this was a “Trial Basis”. He said – no problem.  I later found out he did cut Verizon lines against my specific request!

Time Warner cable television was very blurry even the HD channels. The way TWC group their channels makes no sense. They do not have channel 2. The internet speed was fair at some times, then horrible for most of the time. I tried to give them a fair trial before switching back to Verizon, but my whole family was very upset with TWC’s poor service.

On 9/2/13 at 1:46pm I called TWC to disconnect my service. I spoke to a woman named Keilani. I was very surprised to find out from her that TWC states my service started 8/4/13, when they only did the installation on 8/17/13, another way they cheat the public!  Keilani agreed to terminate service at that time and acknowledged that I was within the 30 day trial period. I also wanted to make sure that TWC came to pick up their equipment so they do not try to bill me for that. Keilani said my service was terminated and made an appointment for 9/13/13 beTWCeen 4-6 for the pick up. When I asked her to release my phone line number so that Verizon could get it back, she said that it was impossible for that to happen before 9/13/13. I found this very strange because TWC stole my phone line in 2 days, but can’t  release it for 11 days??  Now I was without regular home phone service for another 2 weeks, which again created greater usage on my cell phone lines; thus driving up those expenses.

On 9/13/13 no one from TWC came to pick up my equipment. Since I always try to do the best for others, I called TWC at 8:50pm to let them know that the pickup was not done  and they should come to get their equipment.  I spoke with a Jane Cruis, after being on hold for 39 minutes.  I told her that TWC missed their appointment, and she checked the records and did not see any pickup request. She also said my service was still on and I now had a balance of $452.00 owed to TWC.  I was shocked and then relayed the full above story to her. She then said she could not help me and needed to transfer me to another department.

Jane put me thru the transfer. At 9:08 pm 9/13 Ray #004 from TWC picked up.  She took all of the information and then said she could not do anything and I must call before 9pm to the “Customer Solutions Dept”.

9/14/13 I called TWC and after a 43 minute wait Kenneth Flores answered. After again relaying the full story to him, he said I needed to speak with the customer service department.  I told him that Ray said I needed to speak with “Customer Solutions” and he replied that there is no such department only “Customer Service”. He then transferred me to “Customer Service”.

9/14/13 10:51 am Stuart #1734 finally answered the transfer.  I again relayed all of the above to him which he said he could not help me but must transfer me to the “Customer Solutions Dept” . After I then told him that Kenneth Flores said there was no such place, he Stuart then transfer me to “Customer Solutions”.

9/14/13 11:10 am Alaina #28050 finally answers.  Once again I relay the full story to her, and she tells me that there is no such thing as a 30 day money back guarantee program.  I told her that I have TWC documentation which does show 30 day money back guarantee. She then consults with her supervisor whose response is that since I allowed the technician to install the equipment there is no guarantee and I owe them the full balance.  I then ask to speak to the supervisor and ask for his name. She says it is Jarrod or Jarret( I could not quite tell what she said.)  I told her that before she transfers me to please make sure that he would pick up immediately since I had been on the phone for an extremely long period. She said OK, then transferred me to a number which was immediately answered by a voice mail message.

As you can see, the entire company of Time Warner Cable is either incompetent or thieves.

Frank S


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#1 Consumer Comment

TWC Stinks

AUTHOR: Neiley - ()

 Time Warner Cable started to bill my credit card on file double for three months. Not one of those incompetents who work there could resolve this. My credit card company finally reversed the charges only to have TWC charge it again. As soon as Fios came here, I jumped at switching. The service is great with clearer pictures and I never looked back at TWC. They stink.

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