TWC troubles continue..

[joshuaw]

On November 15th of last year I entered the U-Verse world, leaving behind the incredibly disappointing realm of TWC, however my problems with this poorly run company continue.

Earlier this week I received a collection notice for $65 from an agency in Germantown that represents TWC...they claim that I owe $50 for service and $15 for a remote that was not returned.  This has set me off to the point where I am now contemplating a Small Claims lawsuit against TWC for wasting my time, though the main intent would be to go public with the BS that have put me through.

You see, on November 16th, I went to the TWC Southridge location to cancel my service and return my two boxes and remotes (which I did).  In late December I received a bill for almost $300; I was shocked as I figured I owed around $50 for the half months worth of service.  I called their lovely Customer NO Service Department and was told that my service was never cancelled and my equipment was never returned.  Rather than argue with this representative on the phone I went back to the Southridge store to talk to the manager in person...wow, what an experience!  

First, the counter person (Kwanita) was very rude and did not want to allow for me to speak to her boss.  I was insistent, thus giving her no choice.  Finally, the supervisor (Sihevr; employee number 67025) came out and did everything possible to tell me that it was my fault that TWC had not cancelled my service.  This trip was a compete waste of time...they still wanted to charge me $65.

Upon exiting the mall I called their "800" number again and kept getting bounced around until I finally got to someone who I believed was going to be of assistance.  She (Michelle?) told me that she was going to have someone from upper management call me back ASAP so we could avoid my threats of going public with this matter...I am still waiting on this call back (it's been almost a month now).

In the end I was asking for them to eliminate the correct balance due of around $50 seeing how I had dedicated so much of my time attempting to correct there error of not cancelling my service on the correct date....what a waste!

Now, here I am with a collection notice in hand.  To add to the above situation I have had TWC repair people pull a "no show", their reps call me and scold me for not being home for an appointment when in fact it was there error (they showed up on the wrong day), and a service technician say I had a defective TV and another tech claim there was electrical interference causing a problem.  Oh, I almost forgot...I also received that bogus marketing phone call last year promising 10 more HD channels....mmm.. .never happened ... Amazing...the U-Verse signal fixed it all!

It's time people stand up and demand better service...and thanks Tom for taking the time to speak with earlier and convincing me to share this with everyone!

One more thing that I almost forgot...the mysterious disappearance of a Channel 4 story on how TWC was originally attempting to charge a family for cable boxes who had their home destroyed in the Wheatland tornado is no great mystery.  A "source" who is employed at the station confirmed to me that the story was ordered "killed" by upper management.  Mmmmmmm...smells kind of fishy!  The MSNBC link to the same story is below....

http://www.msnbc.msn.com/id/22599018/

[Jack 1000]

On November 15th of last year I entered the U-Verse world, leaving behind the incredibly disappointing realm of TWC, however my problems with this poorly run company continue.

Earlier this week I received a collection notice for $65 from an agency in Germantown that represents TWC...they claim that I owe $50 for service and $15 for a remote that was not returned.  This has set me off to the point where I am now contemplating a Small Claims lawsuit against TWC for wasting my time, though the main intent would be to go public with the BS that have put me through.

You see, on November 16th, I went to the TWC Southridge location to cancel my service and return my two boxes and remotes (which I did).  In late December I received a bill for almost $300; I was shocked as I figured I owed around $50 for the half months worth of service.  I called their lovely Customer NO Service Department and was told that my service was never cancelled and my equipment was never returned.  Rather than argue with this representative on the phone I went back to the Southridge store to talk to the manager in person...wow, what an experience!  

First, the counter person (Kwanita) was very rude and did not want to allow for me to speak to her boss.  I was insistent, thus giving her no choice.  Finally, the supervisor (Sihevr; employee number 67025) came out and did everything possible to tell me that it was my fault that TWC had not cancelled my service.  This trip was a compete waste of time...they still wanted to charge me $65.

Upon exiting the mall I called their "800" number again and kept getting bounced around until I finally got to someone who I believed was going to be of assistance.  She (Michelle?) told me that she was going to have someone from upper management call me back ASAP so we could avoid my threats of going public with this matter...I am still waiting on this call back (it's been almost a month now).

In the end I was asking for them to eliminate the correct balance due of around $50 seeing how I had dedicated so much of my time attempting to correct there error of not cancelling my service on the correct date....what a waste!

Now, here I am with a collection notice in hand.  To add to the above situation I have had TWC repair people pull a "no show", their reps call me and scold me for not being home for an appointment when in fact it was there error (they showed up on the wrong day), and a service technician say I had a defective TV and another tech claim there was electrical interference causing a problem.  Oh, I almost forgot...I also received that bogus marketing phone call last year promising 10 more HD channels....mmm.. .never happened ... Amazing...the U-Verse signal fixed it all!

It's time people stand up and demand better service...and thanks Tom for taking the time to speak with earlier and convincing me to share this with everyone!

One more thing that I almost forgot...the mysterious disappearance of a Channel 4 story on how TWC was originally attempting to charge a family for cable boxes who had their home destroyed in the Wheatland tornado is no great mystery.  A "source" who is employed at the station confirmed to me that the story was ordered "killed" by upper management.  Mmmmmmm...smells kind of fishy!  The MSNBC link to the same story is below....

http://www.msnbc.msn.com/id/22599018/

Wow!!!  What a story!!  What BS you have gone through with them.

Let us know how this turns out.

Future advice for everyone would be to ALWAYS ASK FOR......IN FACT DEMAND A RECEIPT WHENEVER YOU RETURN A BOX, CABLE MODEM, ROUTER, WHATEVER.  THAN KEEP IT FOR YOUR RECORDS.  Hold on to that receipt.  If you ever get charged, make a copy of that receipt, and present it so that you have documentation.  If TWC bitches that a work order was not done, ask for a receipt for anything that they do.  I believe that you are doing the right things by telling us your experience.

Jack

[Talos4]

Ok, I'll add to the TWC troubles.

In November TWC double dipped my Checking account and withdrew two payments.  

I noticed right away and called. After some haggling they agreed to refund the second payment.  Total of $100.48.  Received the check and deposited it.

Fast forward to last week, I get my bill and guess what?  

They BILLED ME FOR THE REFUND{fart} :huh?:

I called them, after 4 transfers and two supervisors I was told the same story.  That is the fee for reversing the charge :huh?:

I said you mean a reversal charge just happens to the same amount as the refund? "yes"  Same answer over and over,

After an hour and half, at work on the phone, I had had it. I hung up.

At this point, after being seriously sick for the last several days I guess I have to try again to get this resolved.  

Somethng seriously wrong over at TWC.

[cjucoder]

They BILLED ME FOR THE REFUND

Woah! We must be in the Twilight Zone.  <obvious>You shouldn't be charged for any reversal fee when it was THEIR FAULT</obvious>  Besides, the fact the amount is the same just makes no sense.  Multiple TWC people couldn't see how obviously illogical this is?  How could they be trying to dispute this at all??? :bang:  If they don't immediately fix this maybe do a Contact 6 and lock them out of your checking account!

[Talos4]

and lock them out of your checking account!

Fortunately that account is closed.

I stopped auto bill pay on most everything. It's a nice feature but it's still too easy to screw things up.  

So for the time being they get only what I owe them. Before the refund charge.

[joshuaw]

I have a contact in the TWC Billing Department that I can pass along if needed...I just do not want to post their info for the entire world to see...so, if anyone needs it, let me know and I can email it to you directly.

This is the only person in that entire company I think that has a brain..went out of their way to calm me, make it right and allow me to move on....damn...I was kind of looking forward to filing a lawsuit against them...