Ive been a customer with Time Warner for about 6 years, so I called on August 24th, and asked billing if I could set up a payment arrangement for the payment to come out of my bank acct on August 31st, the customer serive rep said she could set that up for me, as she sets everything up I ask her 3 times so my money will be deducted from my acct until August 31, she agreed all 3 times, and I know the call is suppose to be recorded. The next day I get a message from my bank showing my acct in neg. I look into the reason why and I see that TIME WARNER took the money out, leaving my acct neg plus getting a charge from my bank for $34 dollars as well. I call customer service, I speak with one guy he is telling me oh well and laughing teeling me my money will not be refunded. I ask to speak with his manager, he tells me he cant do that, he can send in a email for her to call me back and that could take upto 48 hours. I call and get another person on the phone, he tells me to just send in a bank statement showing the charges and they will refund my money. I call again after I fax in my statement, then Im told to call back after 6pm to show everything was received. I call for the 5th time and to find out the collections dept is closed at 4pm and this is on a Friday night, and all she could do was take a ticket out for collections dept to look into it. I wait til Wednesday to call back and then I hear that I called and made the payment, and my banker needs to fax the bank statement over not me, and then I need to fax to a different fax number and someone will call me back. Another customer service rep not knowing anything, telling me something completely different than the other 5 people. So as of one week later still no calls from anyone telling me they made a mistake and I can have my money back. Ive done everything they have told me with faxing all the info, and nothing. Now Im going to file a claim with my bank against them to see if I can get my money and Im canceling service ASAP!
Mindy Groves
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