Contents of my complaint directed to Time-Warner:
Complaint regarding BILLING INCOMPETENCE:
I stopped Local Broadcast on 1/12. The 1/18 billing included a full month charge for Local and I paid it figuring I'd receive credit for the overpayment for the 2/18 period. WRONG! The 2/18 bill not only did NOT provide a credit, but had ANOTHER full month charge for Local. UNBELIEVABLE!
Questions:
1. How is it possible to be so incompetent as to be unable to record billing changes when service is reduced?
2. How is it possible to compound the problem over a period of months?
3. Are there no coordination, checks and balances in between service and billing?
Complaint regarding CUSTOMER SUPPORT INCOMPETENCE:
I called today expecting to resolve the matter quickly. WRONG! The support rep, Susan, could not find a record of the cancellation and put me on hold for 20 minutes. UNBELIEVABLE! While on hold, I located the service removal receipt and gave her the specifics when she finally came back on the line.
Questions:
1. How is it possible to be so incompetent as to be unable to determine that the most recent billing statement documented the 1/12 service call?
2. Why is it necessary to place customers on interminably long holds to determine the obvious?
3. Why doesn't your left hand know what the right hand is doing?
4. Why does Time-Warner make the federal government bureaucracy look like a well oiled machine in comparison?
I will not pay the current bill until you Keystone Cop wannabe's provide a statement that correctly reflects all due credits. Everyone who works for Tw should hang their heads in shame. With all the incompetence in your organization, it's no wonder the fees are so ridiculously high.
0 comments