Time Warner Cable is an unethical, dishonest company which pulled a "bait and switch" scam on me. I was a customer for over 10 years for their cable service when I decided to try to save money by bundling my cable, internet and phone service.
On June 1, 2012, I signed-up/ordered a TV-Internet-Phone bundled package on-line for a base price of $109.99 per month for 24 months. With the equipment rental fees for the HD DVR box, 2 digital boxes, and the TWC Modem the total before taxes and fees was $156.49 per month. Upon checkout, I printed the order confirmation with bundle details, pricing and the Order Confirmation number. This was all done directly on-line on the Time Warner Cable web site.
On that same date, June 1, 2012, I received the confirmation e-mail on my order with confirmation number and order details. I also received an e-mail establishing my installation date and time for 06-15-12. The equipment was installed on 06-15-12.
I then received notice that my close-out bill for my cable service was ready and on 07-02-12 I paid the previous statement balance of $95.15 based on my old cable plan. I then received my next statement for the bundled plan dated 07-08-12 for the current and forth coming month which showed a balance due of $447.05 which was wrong. The bill showed I was being charged $212.33 for the bundle and with the equipment before taxes and fees it would be $257.83 per month. This is $101.34 per month or over $1216 per year more than the price I signed up for.
I called the billing department 4 times trying to get this resolved. On 07-10-12, I called and spoke to a representative who started jacking me around saying there never was such a bundle, even though I was staring at it on their website while we talked. Then he said that the sales rep I contacted gave me the wrong price, even though I did not use a rep and did it all on their website. Then they said I must have used another vendors website and that it was incorrect. No, I did it on their website. Then the rep said they could not change the bill without having the promotions department change the code. He said he would transfer me to that department for assistance. I was then cutoff. I called back and spoke to a representative named Jennifer and I again explained the issue to her and she discussed it with her supervisor. I was told the supervisor would contact the promotions department and would get the proper code input so the bill could be corrected. I was told I would be called back by a supervisor within 48-72 hours. I never got that call and the bill was not corrected.
I called the billing department again on 7-18-12 and explained the issue for a third time to a representative named Jason. He initially checked and then said they could not change the code and that I would have to go on to on-line chat to resolve the problem. I refused and I insisted to speak to a supervisor. I was connected to a supervisor named ILIA – QI7. She said she understood the issue
and would contact the promotions department supervisor and get the code changed and the bill would be corrected. She assured me that she would call me directly within 24 hours to confirm. After 24 hours I did not hear from her. I checked on line and the bill had not been corrected.
I called the billing department for a 4th time on 07-19-12 explained the issue for a 4th time and the representative eventually connected me with a supervisor named Ed – SS0. He would not give me his phone extension. I explained the issue to him again. He again tried to say that a sales rep. had given me an incorrect price. I told him I did not order the bundle thru a sales rep. It was done directly on-line on the Time Warner web site. He said he could not change the bill but would waive the $11 fee for one of the cable boxes for 1 year. I told him that would be unacceptable. He insisted that the offer I signed up for never existed, even though I have the printed evidence it did exist on the web site and that my order was confirmed at that price. After additional discussion, he said he would escalate the issue up and contact "several departments" to try and resolve it. He said as the other people/supervisors have said that he would contact me within 72 hours.
He did contact me the same day in the afternoon saying that the department he escalated it to said the promotion bundle I signed up for did exist at one time but was no longer valid and nothing could be done because the promotion code did not exist anymore. I said that the promotion was still on the Time Warner Web site as late as the prior evening of July 18th and I had a printed copy of it and regardless, I ordered the bundle on June 1st when it was valid. I said I had printed hard copies of all the confirmation orders, e-mails etc. from their website to prove the promotion was in effect at the time of my order. He didn't care. He still said that I had made an error somewhere. He said there was still nothing that could be done and if I was unhappy, I should contact the cancellation department to see what they could offer for repackaging/bundling. He said they considered the matter closed and hung up. He was very rude, insulting and condescending. Needless to say I was furious.
I decided to try e-mailing customer care. After e-mailing, customer care with this information the evening of 07-19-12, I remembered that I thought my billing statement of 06-08-12 reflected the correct amount of $109.99 on that statement. I checked the on-line PDF statement and it in fact did show my service was changed to the new bundle and the monthly service charge before equipment, fees and taxes would be $109.99. So the correct amount is even on a formal bill. I do not know how much more proof is needed. I did not receive a response.
As a last resort, I went with all my printed documentation to the local Time Warner Service center. I presented it to a customer service rep. She said that everything looked in order but had to escalate it up the chain and couldn't guarantee that they could give me the correct price because the promotion code was no longer valid and they couldn't recover it???? Said they would hopefully contact me within a week with the decision. You've got to be kidding me. I did not hear from them at the end of the week.
I finally decided I did not want to do business with such a dishonest company with dishonest employees. I feel that there are some very dishonest, questionable business practices happening including a fraudulent "bait and switch" tactic. I went into the local Time Warner cable office and cancelled my services. I will also try to file complaints with the local franchising authority, the FCC and the California/Riverside District Attorney's consumer fraud department. I will also post this complaint and information wherever I can on the internet so that hopefully others will not be taken advantage of by these fraudulent practices. Do not do business with Time Warner Cable unless you like to be ripped-off.
Product or Service Mentioned: Time Warner Cable Bundle.