Time Warner Cable
Customer Service - Customer Service

I wasn't able to order a movie OD so I went online to check on my account. I discovered that I had a new bill posted (not due for another month) that was over twice a normal month's bill. The bill said I was charged a $25 return fee and $7.50 late fee for an electronic payment I made 3/31 for a bill not due until 4/13. I called TWC and talked to an employee in billing who told me that I had to pay the "return" fee even though she couldn't tell me what had happened. I asked to speek to her supervisor, who said her name was Sonyae, the "floor supervisor". She immediately told me that I had to pay the fee before I could even present the issue and my concerns, she then told me to call customer service and hung up. I called customer service and spoke to Abraham, who said that although he could see that the error that caused the "return" fee and LATE CHARGE (even though I paid it 2 weeks before it was due) were not my fault but that I should have not called and asked for the fee to be removed, but should have paid it and then called.in our discussion, he proceeded to raise his voice and tell me that he would not ammend the fees unless I hung up and paid the bill in full (including the unfair fees) and then I needed to call back and ask and then he might consider removing the fees. When I asked to speak to his supervisor, he put me on hold for an long period of time, then "connected" me to "Steve Colomb" in which there were two rings and then the line was disconnected. I have always paid my bills on time (or earlier) in full. I cannot believe how rude and patronizing these employees were. I used the TWC chat to talk with another employee as my last effort and within 3 minutes all of the issues were resolved and the employee was professional and helpful. I pay too much money for a companies employees to be so disrespectful!

Company: Time Warner Cable
Country: USA

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