My sister recently moved in with me, and we both had TWC accounts. Hers included internet, so we decided to disconnect my service and move hers. She called on Saturday, March 23rd to request the move, thinking we would disconnect mine when hers was successfully transferred to my apartment. The rep told her that I had to first call and schedule a disconnection date for mine before she could request the move. I called on the same day and scheduled my disconnection for Friday, March 29th. The rep told me that I would have 3 business days from that date to turn in my equipment or I would be charged. My sister then called and scheduled the moved service, and they came and installed her equipment on March 26th; my disconnection date was still scheduled for the 29th and I was not informed differently. I turned in my equipment on Tuesday, April 2nd, the 2nd business day after my scheduled disconnect date, following the instructions of the rep who had told me I had until April 3rd. Then I got a bill for the equipment and called twice to TWC customer service. Both times the reps were extremely rude and told me that I did not turn in the equipment in time. The first rep told me my service was disconnected on the 27th, and the second rep told me it was disconnected on the 26th, and that it didn't matter what date I asked for, that's what they had in their notes so there was nothing they could do. What?! I was a good customer of TWC — always paid my bills on time, and I turned in my equipment 2 business days after the date I scheduled disconnection. Furthermore, I don't have the equipment. I need my account credited for the equipment charges of $175 so that my account remains in good standing. This is an error on the part of TWC and should be corrected. I am appalled at the way I was treated by the customer service reps, and I have also filed a complaint with the Better Business Bureau.
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