We canceled our service at the beginning of April to try out AT&T U-verse. BEST decision we made! Not only was Time Warner cable service horrible but their tech support and customer service was always very rude and disrespectful I guess they are just one of those HUGE companies that takes on the image that since they are so big they cantrat custoemrs any way they want... Especially after you cancel and they owe you money. When my husband turned in the equipment we were told that we would see a refund check in 2 weeks for the remaining credit on our account. On April 14th, two weeks after we canceled and turned in our equipment we called Time Warner to check the status of a refund. I spoke to an individual and her manager and I was told that when you disconnect service with Time Warner they do not automatically process you a refund if you are due a credit, they wait for you toc all them and request your money. Once you call them to request your money be refunded to you they will process a check request and you will receive your refund in 4-6 WEEKS... Not from the date you canceled or turned in your equipment but 4-6 WEEKS from the day you call and request them to return YOUR money! I explained it had already been two weeks and waiting an additional 4-6 weeks was not acceptable and I wanted my refund immediately. I was then told since I paid my bill with a debit card I would be issued a credit to that card within 7-10 business days from today. That was good enough so I got names and employee ID#'s just in case and hung up. April 29th, 11 business days later... Of course I have not received a refund of any sort. I called today to find out status and got a very rude nasty woman, she told me that they never refund credit/debit cards, my refund was processed April 20th (one week AFTER I called and requested a refund) and it would be 4-6 weeks from April 20th before I received a check in the mail as a refund. This was once again nto acceptable. I told her what I was explained the first time on April 14th when I called and she said to me (verbatim) "I don't care what they told you a few weeks ago, it isn't correct adn you just need to accept what I am telling you now and that it will be anouther 4-6 weeks... There is nothing you or I can do about it so you just need to wait for your check, you will have it in 6 weeks"... I asked for a manager andwas told there is no manager for you to speak with. I said "yes, there is". She says "I will tell them to call you, okay? Thank you, bye"... I told her I would hold and she responded "good luck with that" and stuck me on hold for over 20 minutes before I disconnected the call and called back. Once again I get customer service and ask for a manager... The individual wants me to go through the entire story again b/c they can't jsut transfer you to a manager without knowing what is going on first. So once again, I explain my situation... And I am told that a refund really has been processed and it was done April 20th so I should see my check in a week or two... Not 4-6 weeks as the previous person stated. I politely asked just to speak with a manager b/c at this point I am being told different things and I want to be certain a refund is being issued to my card or a check is already in the mail to me. I get transfered to a manager and once again go through my situation. The manager explains to me that my check request was processed April 20th and I should receive a check any day now... I explained to her the previous person telling me they would credit my card and anothe rperson stating it takes 6 weeks from the process date, etc... Can she please verify that this refund is already in trasit to me. She told me there was no way she could do that but that it is 4-6 weeks from the date you turn your equipment in... I asked if that was the case why wasn't the refund processed when the equipment was turned in? Why wasnt the refund process on april 14th when i had to call and request it? Why was it just process last week, 3 weeks after we canceled service? He reply once again "i can't tell you that"... So i asked for her supervisor... She doens't want to transfer me and i insisted i wasn't hanging up to wait for someone to call me back. Ive already been on the phone over an hour so holding was no issue. FINALLY, another supervisor picks up and explains to me that their policy is 4-6 weeks fromt he date that the REFUND REQUEST IS ENTERED in their system... So it really doeasn't matter when you turn in your equipment or if you call andask for your money back... Whenever they get around to entering it into their computer is when your 4-6 weeks time starts. So that meant even though it has already been 4 weeks since we canceled i have to wait another 5 1/2 weeks for my refund! I told her that was unacceptable and at this point i didn't care what their policy was b/c it had been 4 weeks already since we canceled and everyone i speak to has a different policy they want to quote so i am not hanging up until i know a checked has been cut, signed, stamped and put in the mailbox or someone has issued a credit on my card. She put me on hold and called her accounting department and sure enough a check has not even been cut nor did they have the request in their office for one to be cut... Now remember, my check request was put in April 20th... Today is the 29th and they STILL dont have a request in accounting for my check! I insisted that a check be cut today or my card credited. FINALLY once again I was told my card would be credited today and it would be before the end of next week before the credit would show up in my bank account. This time I got a first, last name and direct phone number opposed to just first name and employee number. Time Warner employees claim to protect their identity they don't give out first nad last names, just employee id #'s... Guess what? Those numbers don't mean anythign when you call back b/c someone fed you a line of crap.
I probably wont have my refund next week as promised and maybe ill be lucky if i see it sometime within the next 6 months but i will never ever do any business with Time Warner or anything that has to do with them ever again. They are rude, inconsiderate, disrespectful and they steal!
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