I am an extremely unhappy customer. I tried to get TWC's attention today via Facebook and Twitter, and NO ONE even responded to my complaints. I had to look at other Facebook users' comments to get your name/email.
I don't even know where to start. To begin with, I believe that you charge an outrageous premium for the (barely) mediocre services that you provide. The cable user interface is horrible, the internet speed (even your "turbo" speed) is sluggish, and your customer service is the worst I have ever experienced. Up until recently, you had a total monopoly on cable internet in Manhattan and as such, didn't seem to care about providing a great service to your customers. I am a good, loyal customer and I pay my bill in full exactly on time every month - I deserve the best cable internet/TV possible. But, those sentiments aside, I still had a huge problem today. I woke up this morning to a cable bill that was $50 higher than it's ever been in the 12 months prior. Of course, I was very upset and called in. This was also following a call I made about a month ago (in regards to my incredibly high cable bill), trying to reduce my rate because Fios had quoted me such a better deal. I wanted to stay with Time Warner to avoid the hassle of switching over, but your reps were so hard to deal with and didn't let me cancel my service. I hung up on the conversation frustrated, still with TWC, and still paying too much for the mediocre service I receive.
Back to today: once I called this morning, I was transferred to 4 different people and made to wait on hold for a total of 15 minutes before I was even able to speak to someone "authorized" to handle my problem. I was told that my "package" had expired and that there was nothing they could do, which I refused to accept as an answer because it's not an acceptable one. I guess you only care about customers until you've snagged them, and once we're reliable, loyal customers you are just willing to throw us to the wind and completely screw us over. But, I digress. So, do you know what I was offered after nearly 20 minutes of arguing with the customer service rep (Badge #240, if you're interested)? My achievement for the day? It's a disgrace. My cable bill is now ONLY $10 more expensive rather than $50 (I hope my sarcasm is translating) and now I don't have Showtime or "Turbo" internet (both of which I had before). I hope you'll use your common sense and agree with me that this outcome is entirely unacceptable.
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