I moved from New York (11 East First Street, PH02, New York, NY, 10003) to San Francisco in June. On the day of my departure, my husband and I physically went into a Time Warner location to return all equipment and close our account. When I was closing my account, the representative indicated that there was an outstanding modem showing on the account. I told him that I did not have any remaining equipment from Time Warner and he then indicated that I didn't need to worry about it. He then provided me with a document that indicated that the account was closed and the balance was "0". A few months later, I started to receive bills charging me with services associated with this modem. After multiple phone calls to Time Warner, they advised me in late September that they had escalated the issue to "investigations". After several follow ups, I was advised that the matter had been resolved and that it was found that I did not have the modem. Then, in November, I received a bill for services owing on the account. The $150 charge for the model was credited to the account but the services associated with the modem were not reversed. I contacted customer service again to understand why the matter had not been fully resolved and to question how they could expect payment on services that were never delivered and for a modem, that they had concluded I didn't have. They told me that while they had credited me the $150 for the modem, I was still responsible for service charges of over $650. I asked to speak to someone else; they advised that from their perspective the matter had been resolved and I had to pay the outstanding amount. When I questioned the logic behind the decision, they told me they were required to follow policy. I was speechless. Not only did the decision not make any sense, but I was having to start all over again.
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