Time Warner (Socal)
Stole money from bank account

On February 8th I closed my account in person and returned all equipment to the Time Warner Cable office in Santa Clarita. I was told I would be receiving a refund of $17 and that all automatic withdrawals were now canceled. On February 22nd Time Warner Cable deducted $178.12 from my bank account. I called them to let them know and to tell them to refund me my money immediately. First I spoke to a woman who could not locate any of my account information but told me I could just tell my bank to put it back as an unauthorized transaction. I called my bank and they said that since it was an ACH transaction I had to go after TWC for the money. I called TWC back and was put through to the banking department and a lady named Percy. She could not locate my account either. I told her well you located it when you stole money out of my bank account. She said I needed to FAX her my name and address on the account. I did and got no response back from her. I tried their new CHAT service to speak to an online operator and I got a girl named Paolo. She told me that my money was refunded to me. I said No I am looking at my statement and it is not in my account. She told me to look in pending transactions. I did. Nothing.

I told her I was going to the bank at my lunch hour and that I would ask the bank to check into it. She said if they don't see it in your account then have the bank draft a letter for you and FAX it to the banking department at TWC. The credit union sent me to the department who handles this and they told me that TWC is lying to me. There is no transaction coming from them. They drafted me a letter and I had to miss an extra half an hour at lunch of my job trying to resolve the issue. I faxed TWC's Banking department the letter from my bank. They never responded. I went on the chat again and tried to talk to them about it but this time was told by a guy named Jonathan that the issue had escalated and was out of their hands and I needed to call customer care at 888-892-2253. I called this number and spoke to Mike at ext. 77461. After locating my account he told me they had mailed me a refund check. I said what do you mean they mailed it to me. I said to what address and he proceeds to tell me an address that I am not staying at. I said now if any of the people had bothered to call me back about mailing me a check I would have given them my current address. He asked me for my address and put me on hold.

After more than 4 minutes on hold he came back and told me I would be receiving a refund in 4-6 weeks. I said no that is not good enough. You stole this money out of my account. I want it back immediately not whenever you feel like giving it back. I said expedite it or overnight the money to me. He said they can't do that. Then asks me if there was anything else he could help me with. I told him I have been a good TWC for years and that this kind of customer service is unacceptable. How is it legal to steal money from a customer and then pay back what you stole in a month to a month and a half? I think they should have some sort of legal action taken against them. I told Mike I was needing to get cable at my new place in order to have my internet and tv but that I don't know if I will ever deal with them again after this. He said well I don't think we should give you a month of cable if that's what you want but maybe we could waive the installation fee. What a joke! I have a coupon for free installation that is no deal after what they have done. I say go with AT & T if you need your cable set up. TWC doesn't seem to care if they keep their loyal customers. They will even steal your money from you after you close your account so make sure you notify your bank that you have closed the account.

Company: Time Warner (Socal)
Country: USA
Phone: 8888922253
Site: timewarnercable.com

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