From: Northeast Ohio (TW Cable)
Subject: Re: Fw: Re: Fw: Re: acct #0353775-04 (KMM2689546I11650L0KM)
To: "[email protected]"
Date: Tuesday, September 14, 10:18 PM
Dear Toni Foster,
Thank you for contacting Time Warner Cable Email Support. At the end of this email, you will be
Given the option of taking a brief survey.
I understand you are having an billing issue.
I apologize for the inconvenience caused to you.
I certainly can help you with the account information.
I would like to inform you that I have checked your ticket and I can see that, you have been
Contacted by our escalation team.
The resolution provided was, you were provided with the breakdown and also advised of past due and
Urgency of paying this balance.
Advised that the balances of 30 days should be cleared in time.
If there is anything else please do let us know we will be happy to help you in any possible way.
Please feel free to email us again.
If you have any further questions, please respond to this email or contact our Live Chat at the
Following link:
Http://www.timewarnercable.com/Localization/Corporate. Ashx? Tid=21&linkid=11
Customer support is available 24x7.
We value your opinion and want your feedback! Please click on the link below to receive a brief
Survey:
http://www.twcurl.com/csat/SurveyFormEng.Asp? AID=42073&LOC=&KanaID=612937&DIV=MidWest-NEO/Cleveland
Sincerely,
Joi Taylor
Time Warner Cable Online Customer Service
Please include all previous correspondence in your reply.
Messages are not saved indefinitely after they are responded to.
Original Message Follows: &
& On Tue, 9/14/10, Toni Lindsey wrote:
From: Toni Lindsey
Subject: Fw: Re: Fw: Re: acct #0353775-04 (KMM2613429I11650L0KM)
To: twcable@neo. Rr.com
Date: Tuesday, September 14, 3:52 PM
& On Tue, 9/14/10, Toni Lindsey wrote:
From: Toni Lindsey
Subject: Re: Fw: Re: acct #0353775-04 (KMM2613429I11650L0KM)
To: "Toni Lindsey"
Date: Tuesday, September 14, 3:51 PM
I am very angry and disappointed with Time Warner Cable. I made arrangements which were accepted by
TWC on August 31. We made the $200 dollar payment as promised by the 14th as promised. Our
Service was disconnected and we were told that the arrangements which were made were no good as of
September 9. We made this arrangements in good faith on August 31. We are not being asked
For an additional amount of over $500.00.
Here is the agreement you excepted on August 31 -
On Tue, 8/31/10, Northeast Ohio (TW Cable) wrote:
From: Northeast Ohio (TW Cable)
Subject: Re: acct #0353775-04 (KMM2613429I11650L0KM)
To: "[email protected]"
Date: Tuesday, August 31, 10:18 AM
Dear Toni Foster,
Thank you for contacting Time Warner Cable Email Support. At the end of this email, you will be
Given the option of taking a brief survey.
I understand you want to make another payment arrangement and have questions regarding the change in
The pricing. Also, you are experiencing intermittent connectivity with your internet service.
I apologize for the inconvenience and I will be glad to assist you with your queries.
I have retrieved your account details and the past due amount is $492.53. I see that you have made
Payment arrangements for $200.00 on 09/14. You can pay the additional amount on 09/24.
I am sorry to know that the after you relocated to a new location, the pricing for the services has
Changed. However, we belong to the technical and billing support and I have basic information about
Your account.
Do not worry; I am going to take care of this by escalating this issue.
You will receive a response in less than 24-48 business hours. We apologize for the delay but want
To ensure the proper resolution is found.
You will get a response on your e-mail id: [email protected]
A call back has also been scheduled on the following number: 330-983-4295.
The ticket number for your escalation is 2638777.
Moving on the intermittent connectivity with the internet service. I have checked the signal status
And it seems to be unresponsive. Therefore, I have sent the refresh signal to the cable modem. Also,
Please reset the modem. I will provide you with the steps.
To reset your modem, please follow these steps:
1) Unplug the power cord for 30 seconds.
2) Plug the power cord back in and wait for the cable modem to Synch up. A? Ready/Cable? Or? Online?
Light will display solid when the modem has returned to its normal operating state.
This should resolve your issue.
If the issue persists, you can join a chat session with the Road Runner team who will assist you in
Correcting the issue. The link is: http://help. Rr.com
I hope I have answered all your questions.
I do appreciate your patience and thank you for your understanding.
We value you as a customer, and please feel free to email us again or contact our Live Chat at the
Following link:
Http://www.timewarnercable.com/Localization/Corporate. Ashx? Tid=21&linkid=11
Customer Support is available 24x7.
If you have any further questions, please respond to this email or contact our Live Chat at the
Following link:
Http://www.timewarnercable.com/Localization/Corporate. Ashx? Tid=21&linkid=11
Customer support is available 24x7.
We value your opinion and want your feedback! Please click on the link below to receive a brief
Survey:
Http://www.twcurl.com/csat/SurveyFormEng.Asp? AID=42427&LOC=2&KanaID=612937&DIV=Mid West - NEO /
Cleveland
Sincerely,
Val Monroe
Time Warner Cable Online Customer Service
& On Tue, 8/31/10, Toni Lindsey wrote:
From: Toni Lindsey
Subject: Fw: Re: acct #0353775-04 (KMM2613429I11650L0KM)
To: "theo lindsey"
Date: Tuesday, August 31, 10:43 AM
& On Tue, 8/31/10, Northeast Ohio (TW Cable) wrote:
From: Northeast Ohio (TW Cable)
Subject: Re: acct #0353775-04 (KMM2613429I11650L0KM)
To: "[email protected]"
Date: Tuesday, August 31, 10:18 AM
Dear Toni Foster,
Thank you for contacting Time Warner Cable Email Support. At the end of this email, you will be
Given the option of taking a brief survey.
I understand you want to make another payment arrangement and have questions regarding the change in
The pricing. Also, you are experiencing intermittent connectivity with your internet service.
I apologize for the inconvenience and I will be glad to assist you with your queries.
I have retrieved your account details and the past due amount is $492.53. I see that you have made
Payment arrangements for $200.00 on 09/14. You can pay the additional amount on 09/24.
I am sorry to know that the after you relocated to a new location, the pricing for the services has
Changed. However, we belong to the technical and billing support and I have basic information about
Your account.
Do not worry; I am going to take care of this by escalating this issue.
You will receive a response in less than 24-48 business hours. We apologize for the delay but want
To ensure the proper resolution is found.
You will get a response on your e-mail id: [email protected]
A call back has also been scheduled on the following number: 330-983-4295.
The ticket number for your escalation is 2638777.
Moving on the intermittent connectivity with the internet service. I have checked the signal status
And it seems to be unresponsive. Therefore, I have sent the refresh signal to the cable modem. Also,
Please reset the modem. I will provide you with the steps.
To reset your modem, please follow these steps:
1) Unplug the power cord for 30 seconds.
2) Plug the power cord back in and wait for the cable modem to Synch up. A? Ready/Cable? Or? Online?
Light will display solid when the modem has returned to its normal operating state.
This should resolve your issue.
If the issue persists, you can join a chat session with the Road Runner team who will assist you in
Correcting the issue. The link is: http://help. Rr.com
I hope I have answered all your questions.
I do appreciate your patience and thank you for your understanding.
We value you as a customer, and please feel free to email us again or contact our Live Chat at the
Following link:
Http://www.timewarnercable.com/Localization/Corporate. Ashx? Tid=21&linkid=11
Customer Support is available 24x7.
If you have any further questions, please respond to this email or contact our Live Chat at the
Following link:
Http://www.timewarnercable.com/Localization/Corporate. Ashx? Tid=21&linkid=11
Customer support is available 24x7.
We value your opinion and want your feedback! Please click on the link below to receive a brief
Survey:
Http://www.twcurl.com/csat/SurveyFormEng.Asp? AID=42427&LOC=2&KanaID=612937&DIV=Mid West - NEO /
Cleveland
Sincerely,
Val Monroe
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