NEW YORK - Recently my husband and I had to lower some bills & shift things around. One of the first places we did this was with Time Warner Cable. When I first called the representative was very understanding, cancelled the services I requested and said that a credit would be issued to my account to cover the next bill; after that my bill would be 14.99 + fees.
Great! This was so easy, or so I thought. I was then billed the following month the amount I was paying previously. I used online chat to inquire why this was, and they said some how the credit wasn't added to my account, but that they could add it then, while we were speaking. Why should a company wait until a complaint has come in to do something they already said they would do?
After talking to multiple people, about getting a credit back to my account, no one could help me. I then reached out to the BBB with details of my complaint. A woman named ** contacted me at 4:50 and said she would be in the office until 5... This trend continued until she considered the issue "closed" because I was a "no contact" customer... Mind you, I returned many calls and left voice mails.
When this happened, I called ** multiple times a day (while at work - which I am not supposed to be doing) to deal with this. When she finally picked up the phone, I explained my situation in more detail. We've changed up our budget, and this month we budgeted 14 or so for internet, not the amount we were charged. We would like to be refunded the difference.
I was then told, because my auto debit set up on their site was using my account number, and not my card number, that there was nothing she could do. I then asked to cancel my account effective immediately, as I do not want to deal with a company that will let me talk to over 10 people, through online chat, on the phone, over social media - and have no resolution.
** continued to lecture me on how to set up auto-debit features on future accounts with other companies, and when I told her I didn't want to hear it she said she "I'm just trying to help you." No, you are obviously not. You are blaming me for the mistakes your company has made.
This company is deceptive, self-serving and greedy. It lets its customer service representatives hide behind bizarre and obviously not customer-centric policies, and NEVER is looking to make things right. They make me sick. If you have the option to deal with another provider, avoid these guys all together.
