I have contacted TW over 25 times in the last 4 months to try and set up services at my address - to this date I have found no way of resolving this issue and have spent many many hours on the phone with customer service reps who seem to be completely incapable of even pointing me in the right direction -this is after being told by a representative that I would be able to set up service in early October by paying an astronomical fee upfront and signing a handtyped "Letter of Intent" verifying that I would also pay for the "Triple Play" for a period of a year - which I did not want. Contacting the person who sent the letter went unanswered and every rep that I have spoken to has been unable to find any notes on my address detailing my issues regarding setup nor provide me any resolution. Details in excerpt from email communications below -
Thank you for your timely response as I have Yet to hear from customer service based on my call last
monday (handled by Jessica ID#
*) wherein I described my concerns:
I am willing and ready to Pay for the cable line to be hung in order to reach my house * Water
Street, Fairview Pa 16415 which according to your field rep is approx. 600 feet from the nearest
cable line.
I am willing and ready to sign a contract of however many years need be for Internet ONLY (because
it is the only service I want) at a fair monthly rate (as listed) - this is a change from the
contract Gina * sent me on Sept 29th of this year 2012 wherein TW and her required me to sign
up for the triple play package - a monthly price I can just Not afford...
I absolutely NEED to be contacted by a representative of Time Warner that CAN assist me as any
attempt (over 20 to this date) to reach a conclusion by me has failed given the help I have not
received.
I am completely baffled by the lack of customer service (again thank you for Your timely response)
as I had called Gina multiple times to ask the same question in September/October and never received
a call back - and as mentioned have had multiple hang ups, misdirects and overall issues attempting
to contact TW - to setup services... To Pay You...
Which makes me wonder as a former District Manager whether or not I should be
contacting the BBB or FCC instead of customer service as it has been almost impossible to resolve this
issue?
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