I received a letter from TWCable in October that I will be saving over a $100 from what I am paying per year. My next bill was $18 more a month (and I didn%u2019t change any services). I called up on November 14th and spoke to Kelly Cornwell who said she can setup all 3 services (cable/internet/phone) for $140.50 plus tax per month ($156 with tax). I said fine and transferred over my existing Vonage phone line to get this deal. My next bill was $193. I went online via online chat on 11/26 and spoke to Charlie and his supervisor Bella and she said my bill is $165.18 with tax. I said no, I was promised $156 from Kelly Cornwell, I want that rate. She said that she will forward your request to our higher level billing department who will be able to fix this for you and she gave me a ticket number and said someone will be getting back to me via email. Noone emailed me back
12/4 I went online chat an spoke to Carl, who apologized noone got back to me and said:
Rest assured this time the issue will surely be resolved as the case is now forwarded to the higher management. I will be forwarding this issue to the senior management of your division with the entire chat transcript and the issue ticket number. They will definitely resolve the issue. Again noone emailed me back.
12/6 I called in and was on hold for 40 minutes, then got disconnected when the person picked up. I called back again and waited on hold another 30 minutes and got Chanel in the retention department. She revised my price to $156.29 with taxes for 6 months and said someone will be listening to the tape of the call from 11/14 with Kelly Cornwell to decide if this pricing was correct and that someone is going to get back to me. Again noone got back to me.
12/11 I canceled my automatic billpay since my bills were not accurate. This entire time I had switched my phone service to TW Cable, my internet was extremely slow. I called on that issue at least 5 times and they did some things and said it should be fine. It would be fine for a day and back to the same back internet. So I switched my phone line back to Vonage.
1/3 I went online and spoke to Bart about my bill being incorrect. He said that someone will email me back with a resolution. Again noone got back to me.
1/4 my internet and cable were not working at 6:30 am. I called and spoked to Oliver and he said there was an outage from 4am to 6am. I said is 6:40 am, it still is not working. I speak to a supervisor who says he has no ETA. So I talk to him about my bill and he transfers me to Elsie at 7:05 am. She says I have a $65 credit and will be credited an additional $9 for 3 days of issues with internet and cable. I do not have the specific amount that she claimed she was giving me because she claimed she couldn%u2019t hear me on the phone and hung up on me.
1/8 I went into the Matthews location and dropped off my 3 cable boxes and exchanged my phone/internet router/modem for an internet only router modem. She said my new rate for internet only is $56.16 per month. I explained to the lady the issues I had and her only resolution was that she was emailing Elise to get back to me. Today 1/10, noone has gotten back to me. How on earth does a company stay in business treating their clients like garbarge. I was a loyal customer for 12 years and paid over $120 a month for that time period.
The total credit I am due is $79.46, which is calculated as follows:
Charged $193.59 and $182.27 when I should have been charged $156 per Kelly Cornwell on 11/14. Credit to me of $63.86
3 days of service is 3 days / 30 days * 156, which is a credit to me of $15.60
0 comments