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Reviews and Complaints

Around May 2009 I signed up for a price lock guarantee with Time Warner Cable. I was supposed to get a fixed monthly rate for 2 years with the stipulation that I would have to pay a cancellation fee if I changed services before the 2 years was up. Time Warner never honored this lock. My bills started going up after the first few months. I spent a lot of time on the phone, and eventually they gave me partial credit for overpayments, and reduced my payment to a price that was around $10 over the original rate lock. The second year of the rate lock was billed at this slightly higher rate, and I let it go. In may 2011, I got a letter from Time Warner letting me know that my price lock was up for renewal, and that my rate would increase by only $5 if I decided to let the contract renew for another 2 years. $5 seemed like a small increase, so I decided to let the price lock renew. My next bill increased by $30! I have spent several hours on the phone and am getting no where. Time Warner maintains that these  increases are in fees and other charges which are not subject to the rate lock. They never sent written terms and conditions for the rate lock, and they have been very deceptive and evasive throughout this process. They now want a hefty cancellation fee if I decide to cancel service before 2013. This is unethical.

Time Warner Cable advertises on television that if you switch to their service they will give you a $200.00 rebate via prepaid visa. Once you sign up for the service they forget all about their rebate offer. Nothing is provided to the customer at time of installation regarding the rebate. I had to go online and they have several different companies who handle their rebates, and only 30 days to redeem your rebate. The info I got online was that 2 billing cycles must pass before you redeem rebate but that is a lie! They want you to submit your bill from another cable provider before they will issue rebate how can you have 2 cable providers at the same time? You can't its impossible. This rebate offer is a scam and a rip off.

I called the number on CharterSpecialDeals.com (or something like that) and talked to operator #1 for 45 minutes. The outcome of that call was this: I was told I would not need a modem, I would need to buy a wireless router (or lease one from Charter), my high-speed internet and cable –with extended channels “like MTV” would be $39.98 for 6 months with no contract, and that I will need to pay a one-time processing fee of $9.95- it was immediately charged to my Visa card. Also, our installation fee for 3 TVs would be $29.99, payable with our first bill. I believe I was talking to a company hired to take orders for Charter and the operator I talked to repeated the same information and phrases to me over and over and didn’t seem to listen very well to my questions (or speak English well for that matter.) I went and spent $70 at Wal-Mart on a wireless router. I received the following e-mail shortly after!

Time Warner Cable in Kansas City attempts to charge cancellation fees even after the 1-2 year agreement period. We have been with TWC for 6 years now, and finally had enough of their poor service, frequent phone and TV outages, and internet speeds below what is promised. We have never moved addresses or changed service.

We attempted to cancel and were informed of a $250 cancellation fee. They're obviously corrupt and lying just to harvest a little extra money at the end. We have saved every single piece of paperwork we have ever gotten from TWC, and can prove there is no such fee in any agreement. We have escalated through 2 levels of supervisors now, and will take this to arbitration or court if we have to.

Lesson: NEVER GET TIME WARNER CABLE. They evidently will never, ever let you cancel.

Charter Communications would not accept that I wanted to cancel my service with them. They said I needed a four digit code to do so, which I did not have. Would not accept my attempts to identify myself in order to verify ownership of the account. Clearly, if they do this to enough people, they will retain some customers, especially when people are changing services for better offers.

I've included a copy of the transcript with the "retention department":

Chat Transcript
You have been connected to TTD Ruby .
TTD Ruby : Hi, Justin! Thank you for contacting Charter.
This is Ruby. I will be your Video Support Specialist. How can I help you today?
Justin S*****: i can't seem to login to my account, I just need to cancel my phone service but keep internet
TTD Ruby : I understand that you can't log in to your account. You have reached the right agent to reset your online account password.
TTD Ruby : For verification, is the service address XXXX W MCFARLANE AVE, BURBANK, CA, 91505?
Justin S*****: yes
TTD Ruby : Do you have a bill with you?
Justin S*****: no
Justin S*****: it's ph# [protected]
TTD Ruby : Can you verify the security code?
Justin S*****: no
Justin S*****: what security code?
TTD Ruby : It is the four-digit code located at the upper right corner of your bill.
Justin S*****: I don't have a bill.
TTD Ruby : I have checked your account, it shows that you haven't created an online account yet.
TTD Ruby : In order to create an online account, you need to have your security code.
Justin S*****: oh, hmm, thought I did, that would explain why I couldn't log in!
Justin S*****: OK well can you just help me cancel phone service, I don't actually need to create an account
TTD Ruby : Let me connect you to our Account Specialist for further assistance.
TTD Ruby : Is there anything else I can assist you with before I transfer you to the Account Specialist Department?
Justin S*****: nope
Justin S*****: thank you
TTD Ruby : Please stay connected. I will transfer you now.
TTD Ruby has left the session.
Please wait while we find an agent from the CHAT - MDVL - RETENTION department to assist you.
You have been connected to TTM Michael .
TTM Michael : Please give me a second to review the chat notes to get up to date with the issue
TTM Michael : I will need the security code to verify the account and be able to cancel the phone service.
Justin S*****: No I just want to close the account
Justin S*****: I don't have a bill.
Justin S*****: I don't even get a bill I don't think.
Justin S*****: It's on autopay
TTM Michael : Then the account would have to be verified in person at the local office.
Justin S*****: no I just need the account closed, I am not able to go to an office
TTM Michael : I can't make any change to the account unless I verify it.
Justin S*****: I'm happy to verify any personal info
TTM Michael : I apologize but I need the security code to verify the account, the only other method would be the last 4 of the social, however yours are not shown so I can only verify the security code.
Justin S*****: that's simply not acceptable
Justin S*****: I don't have a bill nor do I believe that I get one
Justin S*****: I want to cancel my service today
Justin S*****: my social security number is [protected]
Justin S*****: I have no idea what your "security code" is
TTM Michael : I'm sorry but we are listing your social on the account so I can not verify you in that way.
TTM Michael : are not*
Justin S*****: there has to be another way of verifying my identity. This is the worst example of customer service I've ever heard of
Justin S*****: how about this, I go and post this chat session on a charter customer complaint message board about how you won't let good paying customers close their accounts?
TTM Michael : I understand and apologize but this is for the security of our customer's account.
Justin S*****: please let me speak to your supervisor
TTM Michael : I am a supervisor sir.
Justin S*****: OK, who is your manager?
TTM Michael : Sir they'll tell you the same thing, but one moment while I connect you.
Justin S*****: hello?
TTM Michael : Still trying to connect you please be patient.
TTM Rachal has entered the session.
TTM Michael has left the session.
Justin S*****: hi Rachal
TTM Rachal : Hello! My name is Rachal and I am a supervisor. I understand you're having an issue with closing your account, correct?
Justin S*****: I have been a customer in good standing for almost two years. My bill is on autopay and so I don't have a bill or a "security code"
Justin S*****: I just want to cancel phone, not internet
TTM Rachal : I understand but there is a policy we must follow. We appreciate you being a loyal customer for two years, but to make any changes to an account we need verification to do so.
Justin S*****: ok what can i verify for you?
TTM Rachal : Yes. The only verification we can accept is the security code found on your billing statement or an account number.
TTM Rachal : If you're unable to provide one of these two forms of verification, you would need to visit the local office to set up the cancellation order.
TTM Rachal : Do you have an account number handy?
Justin S*****: but I don't receive a billing statement, maybe I can find an account number
TTM Rachal : Are you able to log into your online account with us?
TTM Rachal : You can see the billing statement by using your online account.
Justin S*****: I've been told I don't have an online account, which I don't understand because I'm setup on automated billing
Justin S*****: I have a confirmation number in my records but I think it was from when I scheudled the install
Justin S*****: [protected]
TTM Rachal : Ok, you can be setup with AutoPay and not have an online account with us. AutoPay is setup in our billing system not online.
TTM Rachal : I do apologize but I cannot accept a confirmation number for a previous install.
TTM Rachal : We ask these forms of verification for a customer's security and protection, I apologize that it's causing an inconvenience for you.
TTM Rachal : Without the proper verification to cancel the phone service, you would need to visit the local office with proper I.D. to set up the cancellation order.
Justin S*****: I'm happy to fax or email whatever forms of ID you need
TTM Rachal : They can then provide you the necessary information if you need to make changes in the future.
Justin S*****: I'm not going to any godforsaken office somewhere
TTM Rachal : I cannot accept e-mails nor faxes.
TTM Rachal : One moment.
TTM Rachal : There is an office in Whittier and Glendale.
TTM Rachal : I'd be happy to provide you the nearest office address.
TTM Rachal : I can only accept a security code or an account number, if you do not have one of those two forms of verification we would not be able to set up the cancellation for you, I apologize.
TTM Rachal : This is per policy of Charter.
TTM Rachal : Please let me know if you are still connected to the chat session at this time.
Justin S*****: yes
Justin S*****: ha
TTM Rachal : Thank you.
Justin S*****: whittier or glendale
Justin S*****: I'm sure you're open from 10-4
Justin S*****: not a snowballs chance I'm trekking off to one of those hellholes
TTM Rachal : They're open 9:30am-6pm Mon-Fri
Justin S*****: I want to close my account please close my account
TTM Rachal : and Saturdays 9am-5pm
Justin S*****: I cannot go there during those hours
Justin S*****: I work
TTM Rachal : I cannot make any changes to your account without proper verification.
TTM Rachal : I can have the security code mailed to you.
Justin S*****: how about if I tell you the amount and dates of my last six payments?
TTM Rachal : Which you would receive 7-10 business days.
Justin S*****: July 6th 70.93
TTM Rachal : I apologize sir, I can only accept certain forms of verification.
Justin S*****: JJune 6th 70.93
Justin S*****: May 6th 70.97
TTM Rachal : There is no negotiating, I apologize.
Justin S*****: April 5th 71.10
TTM Rachal : I cannot accept those dates.
TTM Rachal : I can accept only the account number or security code.
TTM Rachal : Would you like me to mail the security code to you?
Justin S*****: Your company set me up on automated billing and paperless billing.
TTM Rachal : Right, when you opened the account with us.
Justin S*****: How is it possible you need me to wait ten days to cancel an account
Justin S*****: It's the worst customer service I've ever heard of
TTM Rachal : Because you have no form of identification to make the changes.
Justin S*****: and not I will share this chat with the www
Justin S*****: what form of ID would you like?
TTM Rachal : We cannot setup a cancellation or make changes without proper verification.
Justin S*****: my ss#? DL#?
TTM Rachal : As I stated before, the security code or account number only.
Justin S*****: I'm happy to email or fax these to you right now
TTM Rachal : Those are the only forms of verification I can accept.
Justin S*****: those are you numbers, not mine
TTM Rachal : I cannot accept e-mails or faxes.
Justin S*****: it's not my problem you want to confirm those with me
Justin S*****: that's your problem
Justin S*****: step back and think about for a minute
TTM Rachal : If you cannot provide the account number or security code, your only options is to mail you a security code number or you visit the local office.
TTM Rachal : No sir, it's policy that we need verification to make changes to a customer's account.
Justin S*****: it's the worst of the worst, this is why people stop doing business with companies, tell 100 of their friends, and never come back
Justin S*****: what does that cost you?
TTM Rachal : For example of needing verification: girlfriend chats in wants to cancel boyfriends account because boyfriend is cheating on her. Girlfriend cancels account, boyfriend is in a rough spot and has no services because no verification was completed.
TTM Rachal : Because of this example and many others, verification is needed.
TTM Rachal : I really appreciate you being a customer with us for two years but as policy, we still need the correct forms of verification to complete requests.
TTM Rachal : I can mail the security code to your and your billing for the service can be backdated to today.
Justin S*****: great so it's the vendor's responsiblity to get personal info for the person whose name is on the account, such as my mother's maiden name, my ss#, my first pet's name etc...
TTM Rachal : So technically it would be a win, win situation.
Justin S*****: it's not my responsibility to write down an account number that was sent to me who knows how long ago in order to cancel my service with you
TTM Rachal : Your billing for services would be backdated to today and your account could be closed once you have the verification.
Justin S*****: it is a blatant attempt to try to fraudulently retain a customer, because you know x/100 people will not follow through 10 days later
TTM Rachal : No sir, it's policy that a customer verifies their account properly to make changes.
Justin S*****: great, what would you like me to verify
TTM Rachal : As I've exhausted in all efforts in trying to explain this, your only options are to either visit the local office with I.D. or provide a security code or account number.
Justin S*****: I do this type of thing all the time with CC companies, my bank, my car loan, my investments
Justin S*****: simply not acceptable
TTM Rachal : Verfication processes vary with different companies.
TTM Rachal : *Verification
TTM Rachal : Then you'll continue to have the service and be charged if you do not agree for me to either mail you a security code or you visit the local office.
TTM Rachal : I apologize.
Justin S*****: have you ever called directv?
Justin S*****: please do send my whatever code you are referring to
TTM Rachal : I am not here to argue with you, I am here to provide you the necessary information that you need to take the next step forward in making changes to your account.
Justin S*****: but I will be printing this out and sending it to the heads of your company.
TTM Rachal : Ok.
Justin S*****: It's blatant and abusive and I'm sorry, but I believe it's fraudulent.
TTM Rachal : You will receive the code. Once you receive it, please contact us back to make the changes as requested.
Justin S*****: I wanted to stay a customer for internet
Justin S*****: but there is no way know
TTM Rachal : That's perfectly fine. You're welcome to save this chat and show it to whom ever you'd like.
TTM Rachal : Just copy and paste and save to your Microsoft Word or Notepad with your computer system.
Justin S*****: I will never ever do business with Charter Communication for the rest of my living days.
TTM Rachal : I understand and I'm sorry it has to end like this.
TTM Rachal : The form has been submitted, you will receive that code 7-10 business days.
Justin S*****: I can't believe how poorly managed your company is.
Justin S*****: It's no wonder you are going out of business.
TTM Rachal : No sir, we're following policy for security purposes which is great management and caring of customers, I just apologize that you're not able to verify the account as we need to help make those changes for you.
TTM Rachal : the form has been submitted and you'll receive the code.
TTM Rachal : Your account has been noted.
TTM Rachal : For any future assistance, please feel free to chat back in by logging on to www.charter.com . You may also visit our website anytime at www.charter.net to manage your account, make payments as well as check out all of our newest products. Once again, thank you and have a great day!
If you require further assistance, go to www.charter.com/contact
Your session has ended. You may now close this window.

From time to time the internet service drops, or goes to half speed. I do everything I can (reset computer, routers, modems) to fix the issue. Then I have to call. UGH. I typically don't have a problem with foreign customer service representatives, but the language barrier is a pain in the ###. Basically, I described my situation - I use a router for wireless so that I can have my computer where I want it to be and not have to be stuck in the middle of my living room where the coaxial cable is (in the wall)... The representative didnt understand this at all, by asking me to "please move your computer to the coaxial cable and plug it in directly to your computer"... WTF.
I had just explained why I was using a router, and he still... omg. Ok. I stopped him from talking by yelling, and asked him to transfer me to the cancellation department. "but mam, I can help..." mmmm, no. I've had enough...
So, I am transferred to some girl with a heavy southern accent with a more familiar name which I forgot after she had said it... I explained to her how angry I was - and she didnt care. "Can I have your address pleeeease" and I was taken aback yet again, the lack of customer care goes all across the board for Charter Internet. I asked to speak with her Manager once and for all and get this over with. "I need your address first to get you through to a Manager" ok, so I gave it to her. Now can I speak with the Manager PLEASE. "What is the dispute about?" are you FU*KING KIDDING ME. You just said you would transfer me to the Manager after giving you my address, SO TRANSFER ME NOW. I was transferred :) Eh, but he (Shawn) was no help. He lacked compassion and sounded so dejected it wasn't even worth going on to resolve my problem with the internet. I might be better off with smoke signals...

My elderly parents do not have cable TV, so I decided that I would get them an early Christmas present and have Charter Cable installed for them. After talking to someone regarding what package I wanted, I was offered to get a few movie channels for an additional $5.00 per month. I agreed to do so, which would have put my bill to $49.99 per month. I gave them my debit card number at that time and they immediately debited my account for $79.99 for the installation fee and first month’s service. When the installer got to my parent's home, he informed them that there was "no $5.00 per month movie channels" and now the cost had increased $40.00 per month from what I was told. I called the people at Charter to find out what was going on, and after being transferred four times, I just hung up. With so much confusion, my parents were getting upset and so I just cancelled the installation. I contacted the Charter office to let them know my displeasure, but once again, had no luck. After holding numerous times, I finally got the department I needed and they were going to "check" on it and call me back, which never happened. After calling them for 7 weeks regarding a refund, I finally got to speak to someone who said my $79.99 had been credited to my account on or around July 29, 2011. To date, (8-9-11) my bank does not reflect a credit from them. After speaking to yet another person today, I was told to get my bank statement to them to prove that it had not been deposited and then they would take a look at it! I refused to fax my bank statement with account numbers, etc. to them or anyone else, so now it looks like I am out $79.99. I asked to speak to a supervisor regarding this mess, and had to leave a message. I called again, and spoke to her and she also told me they could not refund my money until I proved to them that my account had not been credited. Once again, I told them that I WOULD NOT fax this information to them. This is the most incompetent company I have EVER seen in my entire life. I have Comcast Cable and am so proud that I do. Hopefully, these counties that have contracted with them will think twice about it and get someone that has integrity, honesty and for sure a customer service department that cares about the customers.

My 13 yr old son was able to click on demand and click on Adult movies and the exit several time with in min and I was billed for each one $180.00 worth and there was no secuirty or codes to stop him nor was I ever told you have to put a pin on your remote and account . What the hell so I have to pay for your mistake yes yours by not telling be when you installed and replaced boxes in my house.it was a teenage stupid mistake . and not 1 manager will call me back it's been 6 days . I have never order a movie and been a long time customer . purchase else where they treat people as if we're lying . and they hang up on you, when you simply explaining your problem

I responded to Charter Communication survey, I had a negative response which triggered a call from a Charter representative. The issue is as follows; It impacts hundreds of users.
1) I purchased the internet service 18mbps express service. I've had the service for 3 months and have experienced speeds of 4 mbps slower during peak hours,
2) Charter on 3 occasions have rolled a truck to look at the problem.
3) the online survey triggered a escalation on my account.
4) This is a result of the escalation [protected]. charter now admits that Riverbank, Ca is a hub feeding many smaller cities-as a result the best internet speed is available is 4-8mbps- a piece of network gear is due to be turned up solving this problem, Charter states. However, I have been paying for service I have not received.

Charter has failed to refund billed amount (482.08$) which was billed post disconnection. I was a Charter Communications customer for Cable TV + Internet from Sep 07 - Oct 08 in Monona, WI. I had called Charter to disconnect Cable 1st week of Oct 08 and also asked them to disconnect Internet end of the month of Oct 08 and I was verbally confirmed the request was under effect. I again called on 31 Oct 08 to confirm the disconnection and to ask about the equipment return center's address and hours. I was unable to return the equipment and had to leave the City and State as I was shifting to Chicago. I had not noticed until August 09 that I was charged by Charter until March 09 for varying amounts in the tune of 482.08$ post disconnection. I called Charter customer care number and got the rep Mike Cruz who looked at the account and advised me that a probable error in the billing might have happened and told me he'd put in a case of escalation. I should hear back about the refund in 6-8 weeks. I called 6 weeks later to reach another rep who said the request was still under way. In Oct 09, I was advised by a different rep that the escalation had not happened and she would put in a fresh request again. I was stalled for 6-8 weeks again and told earlier in the year that I should return the equipment first to facilitate any of the refunds. I was also asked to submit my bank records to the same facility which depicted the over-payment post disconnection. I finally managed to go to Madison, WI back and returned the equipment in April 10. I faxed the copies of the bank statements to the facility in Madison, WI later the same week. There is no phone numnber to the facility and the Charter reps kept on saying they couldn't reach the Madison office themselves! I received a check for 99$ for the returned equipment in May. I again called the Charter call center about the over payments and all the reps kept on telling that since it was a new year (2010) they could not verify anything about the last year! I tried 5-6 times to convince someone and also spoke to Managers who ended the call saying there was absolutely nothing they could do. I was completely helpless with no information on how to proceed. Finally I was able to search internet for similar cases and write about my experiences in a couple of sites where in I was contacted by the 'UMatter2Charter' team via email asking me for my info to start the case again. I exhanged emails with 3 guys George, Robert Little and WItten Henderson. The latter finally replied after a month or 2 saying he wasnt able top dig up the account and referred me to this 'Customer Care Advocacy Team' on theirs housed in Town and Country, MO. They tried to call me and weren't able to (?) and sent me a mail to my address saying so. It has been a couple of months I have been trying to advance the case in their books (the person assigned to my case is Kim). I have provided all the relevent documents upon their request (usually its a week or more of delay before they respond and usually never call me with any updates). I am utterly exhausted and frustrated with the quality of service I have been receiving from Charter; Its been more than 2 years since my disconnection with Charter and more than a year for me trying to get a refund from them.

Last month we had a very bad windstorm. My neighbor's tree knocked down the cable and phone lines on our road. The time warner line men that came to fix the lines ran their trucks into my yard. Normally this wouldn't bother me, but it was a freshly seeded area with hay over it. New grass had just sprouted and they tore it all up.
They also broke several branches in a tree on my property and left them dangling-they are too high for me to reach, and they also left all of their scrap parts strewn throughout my yard.
Very disrespectful employees. Another signal that the company is not being run right. Those at the top hire and it trickles down to the last on the list.

Everyday I see two Time Warner Cable Vans parked in driveways on my wayto and from work. If technicians are driving company vans home at night, it is a signal that management is faltering. This means that customers are paying for the maintenance of the automobiles that technicians use to drive to and from work, (and for all errands run in between)-not a good way to run a business-the company already charges enough for its products.

I joined Time Warner Cable ( 26Mar 2010) for 2 reasons 1 to have a box in each room and 2 the free $200.00 gift card. At first I thought it came automaticly then I finally calledd and they told me you have to go to this website. No one every told me I had 30 days otherwise I would I register. But from what I have read I some people did get it during the time period that I joined any way so I don't know if it would have really mattered. Time Warner makes enough money to have paid this and I feel I have been ripped off.

We have cable TV...it was installed in January...they sent 5 installers to connect cable to our townhouse...it took three trips to first get cable to the townhouse, then everyone shows up to hook up two televisions and internet. They left...I had to fix every room and re-run the cables. They ran a plug from a closet to a bathroom and plugged it in...you could not close the door. This was January. Now, let me tell you the July fiasco. My mother-in-law has been diagnosed with alzheimers. We moved her to assisted living in Irving. The facility has Time Warner cable for the clients. We simply needed to get hers connected and turned in on her room. We began 10 days ago. The day they scheduled to come, they did not show up. My wife made 8 phone calls and was hung up on and disconnected three times. The process of being on hold for literally 10-22 minutes each time and then going over phone number, address, pin number, and over it all again, was the most stupid and idiotic process every set up by a modern company. Finally, it was rescheduled for the next day...1-5 pm show up time...no call, no showup by 4:40 pm on Saturday. She called again...same 10 minute wait, more stupid questions and erroneous information in the Time Warner system. Would someone with business sense take this company over and fix it. The profits would skyrocket and the customers would refer you to help grow the business. If not, I hope another provider appears in the market place soon...it will bankrupt Time Warner and it should. Ron Prince

I had an install for Internet access scheduled for yesterday morning scheduled from 8-10, and I was home at that time. I had taken off a half day from work to be there. At a little after 10 I heard the voicemail on my cell that the tech had rung my doorbell at 9:26 and no one answered. That was a lie - I have 2 dogs and if someone had rung the bell I would have heard it. I called customer service and they said they would send the tech back out, but it could take until 9 PM. I agreed and called in to take off the rest of the day from work. Around 5:30 I called customer service again and they said the tech was going to call me soon and was scheduled to come. No one ever called or came. I called customer service today and they said someone was supposed to have come and they had no explanation as to why no on ever came. They guessed the tech didn't have time. All they were willing to do about this was to reschedule me for a Saturday, which they said they don't usually do. That is not true either, I've had Saturday installs before. This company is not credible, and I would drop them but they have a monopoly on Internet access in Ithaca.

I wanted to bring this complaint to the attention of others outside of the bureaucratic mess that a customer must travel within Time Warner cable for true assistance.

I have been a customer of Time Warner cable in one shape or form since 1980. My parents subscribed to Time Warner Cable when I was younger, my roommate and myself subscribed to Time Warner cable in the 90s, and my husband and I have been Time Warner cable customers since 2001 in the Kansas City area.

Every time I need assistance with a matter it takes escalating all the way to the corporate offices in New York before I can receive assistance. This is for anything from needing billing arrangements I know I can keep to needing major items fixed. Time Warner cable has a very anti customer attitude when it comes to truly assisting customers and will tell you don’t do business with us if you do not like it. It gives a strong impression that Time Warner Cable is very comfortable in the area of competition when they do not care if they keep old customers who have always paid their bills, all be it sometimes late. I only have so much time in the week and cannot continue to have to jump through hoops that take many hours of calls to arrange. It is effecting my job when I have to do this in that I am taking hours out of the day just to talk with people who refuse to work with you.

The current situation is that we fell behind. In the past, I have been able to make arrangements for every other week payments to catch up. According to the billing manager, now, Time Warner Cable only gives you seven days to catch up or you lose service. There was no flex in this and I was forced to make an arrangement I cannot keep. As it stands, if the payment I am to make on Wednesday, June 15th, I will lose service. I advised that I can make this payment on Friday, June 24th and then catch everything up on July 8th. I have over 10 years of history with Time Warner Cable which shows we always catch up and pay. There was an absolute no this is impossible to arrange and you are stuck with this.. if you don’t like it then either pay your bill or discontinue being our customer. Is this really the image Time Warner Cable wants to present to the public? I am also forwarding this letter to the Board of Directors mailing address because I am just tired of having to talk with Time Warner Cable billing, Customer Service, etc. Yes, normally the company comes through and helps, but yes, it takes a tremendous amount of effort on the Customers part to get any assistance. In the future I think my efforts and energy may be better spent investigating if there are alternative companies out there who appreciate a good customer.

Thanks for being a sounding board. Any help on this situation is appreciated. More importantly, getting this message of how these policies and the apathy customers receive to the high levels on management at Time Warner cable is important. They may not realize how their billing and customer service organizations are truly interacting with Time Warner Customers.

I'm not even a customer of Charter! They are the "free cable" through my townhomes. My cable has been out for over a week. Apparently to "fix it" meant to destroy my existing internet connection with Verizon Fios. Literally jacked everything up. Oh, and I still don't have cable. That's it. It's like they just came in here and vandalized my home. DO NOT EVER USE THEM! I'm just flabbergasted that this is the [protected]@ssed job that is appropriate for them to do. I would be fired for being so stupid.

Today I went to a job fair that TWC advertised in Sundays Cincinnati paper for customer service reps. I took test and filled out assesment online prior to today as ad instructed. I was the 7th person to arrive this morning, told to fill out mini application, waited in small auditorium for 30 minutes, and then my name and 6 others called to go out to hallway. The Time Warner worker states: "We do not have enough supervisors here today to do interviews, you need to go and we will call you if we need you, thank you for your time. What a waste of time, gas, and money going to a "job fair". I am 57 years old with lots of customer service experience that was not on mini application. I felt like I was not given a fair shake...age discrimination is alive and well at Time Warner Cable in Cincinnati, Ohio. Why would a company advertise a job fair (display ad) and not have enough people to at least give a courtesy interview?

I received a bill including charges for 3 international calls to Honduras. Two were made in the night while I was asleep and a third was made while I was at work. Time Warner insists the calls were made from my phone connected to my cable modem and will not reverse the charges. Also, turning the phone off will break the bundle deal and cause my internet/cable tv price to increase. NO MORE TIME WARNER! And I have been a customer of theirs since 1999.