I called Time Warner on May 14th to find out how much of a difference it would be to upgrade to HD cable. I just purchased an HD television, my service before was just the very basic cable. I travel for a living so I preferred not to spend an enormous amount on television.
The customer sales representative was very helpful and explained it would only be a $12.00 difference. My basic was only about $12.00 and the internet was $45.00, my bill would go from about $54.00 to about $64.00. I was very excited and we set up an appointment the very next day, May 15th, for a technician to come out to my home and install the cable box.
On July 24th I called Time Warner to speak to someone about not being able to get the Bravo channel. For some reason USA and Bravo were not coming in. The representative I spoke to kept asking me if I would like to sign up for Road Runner? I was confused because I already had Road Runner. After talking to her for 45 minutes I was told my internet service was dropped when I made the upgrade and the $67.00 I was paying for was just for my cable television.
Needless to say, I was very irate because Time Warner has messed up my service so many times that this was just the final straw! I told the representative, it was NEVER dropped and I still have the internet! She kept asking me if I could get the internet as we spoke. Of course, I could because I NEVER disconnected it and I still had the modem!
She then explained to me my internet was not showing on my account, I then told her, it shows up on my bills every time on my bills how can it just all of a sudden disappear?! I was only calling to find out why my Bravo channel was not working? I was then placed on hold for several minutes, when she returned, she said she had to transfer me because she was unable to figure out what had happened with my account.
I was quite frustrated! I waited another 35 minutes before speaking to a customer service representative. After speaking to Julie for another 40 minutes, she explained to me the original representative that upgraded my cable to HD dropped my internet service so I could obtain the price quoted to me. I was furious because on my bill it shows internet and I NEVER canceled my internet.
She then explained the following month my internet would have stopped because I paid a month in advance. To sum up the account, she added internet to my bill bringing it up to $73.00 an month. Then she asked if I received a DVR box, I said I received the box they brought to my home, yes it was a DVR HD box. She then stated I was supposed to receive a HD converter box not a DVR box so they need to add another $9.99 to my bill. ARE YOU KIDDING ME! Because of the incompetence of Time Warner my bill jumped up from $64to $83.00 and I still do not have BRAVO. They need to send out a technician to fix the problem.
I originally moved here from WI and have had other cable companies before and never experienced such a un-appreciation for customer service before! I expected a much higher level of service from your company, and I am quite disappointed. If this company cannot resolve the mistakes they have made and stop trying to put their mistakes into the pockets of a consumer like me, I've never sued anyone, but I would like to file a class action suit against them for all the times they have mishandled my account. There are several other people that would like to as well, if anyone is feeling frustrated as well with this horrible company, leave a comment.
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