Time Warner Cable - High Speed Internet Access Over Charges, Won't Return Calls, Hangs Up On You and Basically Has Terrible Customer Service Cleveland Ohio

First, I have to start off by saying that I have no other cable alternatives where I live. I have always had cable and work from my home with high speed access. I could go DSL, but then would have to go Dish for TV. Suffice it to say, that would be a lot of changes and difficult to manage. Therefore, if I want cable, I am at the mercy of Time Warner.

I noticed that on one bill Time Warner claimed I did not pay one month. Finding that on their bills was difficult. I looked at my bank account and noticed that all months had been cashed by them and therefore was not missing a payment. I had to call, on November 30, 2007, and wait on hold for over 40 minutes before talking to Myra See. At the end of the call I was asked to fax her information to show our payment and the bank account removal of the funds. The fax was sent to Myra's attention on 12/3/2007 with all information as requested by Time Warner. I requested confirmation, but instead saw that my bill was still improperly charging me for the extra month.

At this point, I had to pay as I can not afford to lose my connection due to work needs. I called back to continue the resolution process and asked to speak to Myra's supervisor. Kathleen, the representative I spoke to on 1/2/2008, assured me that her supervisor would call within 2 hours (my original call on this day placed around 11:20 AM EST). Two hours later I had heard nothing. I had to call yet another time, keeping in mind that with each call I have to wait online for over 30 minutes to even speak with anyone and give all my same information again and again. This time I spoke with Tony on January 4, 2008 around 9:00 AM EST. I said to Tony I want to go directly to a supervisor. He said he can't do that. I said yes you can and in fact one was suppose to call me back. He started to ask me all my information again. I said at this time it is on my file and if you don't have that then you all are terrible at this. He hung up on me.

Now I am very upset. I have been overcharged, promised calls, never gotten any and been hung up on. I called the New York office and got the corporate number for my area (Connecticut number). I spoke with a Barbara this time (1/4 around 10:00 AM EST). Barbara promised me someone from the President's office would be calling back soon. I made sure to ask who and when as that promise had been given to me before and instead of results I got hung up on. She said she didn't have a name, but it would be soon. I said, by the end of the day. She said, no much sooner than that. By 3:57 PM EST that day I had to place another call as no one called back - again.

Barbara again apologized and Dana had my file. She should be calling back today/shortly. Guess what... Dana never called back. It is now January 8th and I still have not received a return call or response to my inquiry. I have placed a complaint form to Five on Your Side and will soon be writing them a letter. I have no way to get resolution except this process as it appears Time Warner does not care enough to respond. Not only do they have a monopoly in my area for cable, they have no care for their customers.

Susan
Russell, Ohio
U.S.A.