Newcomer

COMPLAINT - Bill Increase

I spoke with a service rep online today and also on the phone. Neither of which could assist me with removing the $12.01 increase I found on my bill. I am a loyal customer to Time Warner Cable, I auto-pay my bill online ON TIME every single month. I do not feel that my STANDARD internet fee should have gone up from $34.99 to $44.99, nor should my modem lease have gone up from $5.99 to $8.00. My monthly bill has always been $40.98 and now I am being charged $52.99. While on the phone, I was told that I am still receiving a discount with the new charges, but when I review your pricing online, STANDARD internet is listed as $34.99 (originally $39.99), how is this a discount?

 

I was given the option to downgrade, but why would I want even laggier internet than I already have?? I want the same internet for the same price I have been paying. I am a customer in good standing, why should I have to pay $12.01 more than a brand new customer who might not even be as reliable as I am?

 

I would really like my bill to go back to what it was, I know it's as easy as applying the price I WAS paying and I don't understand why this cannot be done for me. I am very disappointed.

136 REPLIES
Sharer

Re: COMPLAINT - Bill Increase

Jenn, I'm just a customer like you, not a TWC employee, but I suspect that the price you're seeing on-line is a promotional price.  I also have Standard (not Basic) Internet service, and I'm paying $57.99 per month for it.  According to the standard price list attached to my June bill, $57.99 is the full price for Standard (15/1) Internet service from TWC (at least in my area -- there may be different standard price lists for different regions).

 

And the modem lease price in my area is also $8 per month, but I'm not paying that because I purchased my own SB6121 modem over a year ago from Best Buy for about $70 (note that it has already paid for itself).

Lead Moderator

Re: COMPLAINT - Bill Increase

[ Edited ]

Your areas "Standard Rates" can be found here: http://www.timewarnercable.com/en/support/account-and-billing/topics/retail-rates.html

 

If you are looking online and seeing pricing, that is normally new customer promotional pricing.

 

If you have questions regarding your bill, your package you would need to contact us 

directly. Your forum peers are not able to address these issues for you.

 

We encourage you to contact us directly if you have questions about your bill.

If you would like to speak with a specialist about promotional offers you can call 1-800-892-4357. 

 


Regards,
Julia R.
TWC-Social Media Customer Care
Moderator - TWC Community Forums
Facebook.com/TWC
TWCable.help@twcable.com
@TWC_Help

Newcomer

Re: COMPLAINT - Bill Increase

We also got a !3.00 increase, making the total $76.55.  I called and explained as you did.  Never missed a payment, always pay on time, etc.  They really don't care.  They just offered to drop the service to something lower.  I know when I had a several weeks of an on and off outage, they gave me $89.month for 10 months.  That shows you they can drop the increase.  Looking into switching to something else.  I don't think the quality of the internet is worth $13. more.

 

Observer

Re: COMPLAINT - Bill Increase

[ Edited ]

You are not alone. 

 

I've been with TWC since 2004.  Back then, getting internet was relatively new, dial-up was on it's way out, therefore the only way to get fast internet connection was to sign up with a company like TWC.  For $39.99 you got a nice Surf n Turf package which included basic TV, internet with installation and free modem.  Fast forward to 2016, now TWC wants to charge modem fees for 12 year old modems that were issued out for free back in 2004 because the there were no modems for sale to the public.  Not only did my package price go up from $39.99 to $61.99 plus taxes ($70 + per month) through the years, now TWC wants to add another $10 per month for a modem they gave away 12 years ago.  I spoke to a TWC representatives back on 12/15/15 who assured me that the lease fee would only apply to newer accounts and that I should disregard the letter I received because my account clearly stated it was a "Customer Owned Modem."  TWC still decided to charge me $10 on my most recent bill which now totals $85 with taxes.  I called them again, but this time, the rep. and the supervisor changed the story.  They want me to believe their  story that TWC made a mistake for not charging me a lease fee for the past 12 years!!!  The only mistake I made was staying with them for so long even through the price increases, and adding TWC business class for my new business.  TWC's corporate greed is astounding!!! They gave me something for free and now they want to charge me for it (there is a derogatory name for that, but now it's considered a racial slur).  I probably paid for that old modem 100 times fold with 12 years of service.  It is quite obvious that TWC doesn't care how long you've been with them because it continues to squeeze more money out of their customers who decide to stay with them out of loyalty.  Greedy, Greedy, Greedy!!!  If this is a stupid mistake based on stupid reps. who don't know how to keep loyal customers, then TWC needs to seriously train their employees on customer retention.  Oh yeah, and that was their final answer after being placed on hold for an hour.

N/A

Re: COMPLAINT - Bill Increase

[ Edited ]

My TV/Internet/Phone bundle just went from $144 per month to $190 per month. When I called to ask to change plans or downgrade to save money they said that they consider the $190 a promo, and that if I downgrade anything or change plans I will pay even more in full retail. Do you understand what I just wrote? If I downgrade the services to something less I'll be required to pay more than I am now!!!! My choices as told to me by TWC Account Services (Retention) is to pay the $190 or disconnect my service altogether. How is this not usury or gouging? It started at $89 per month, then went to $126, then to $144, now to $190. Soon, they said, it will go to $250 per month. So I have to either pay about $2,300 per year or do without. ATT U-Verse is now the same. They'll give a 12 month lower cost promo, then go to the same as TWC even though they're 10 times slower Internet, fewer channels, and limited minutes for the phone. Dissappointed and angry are understatements. I might just go to online streaming of TV, but I'd first need to pay someone for the Internet, and I'd have to pay seperately for phone. TWC et al are bad, bad news. And dishonest crooks.

N/A

Re: COMPLAINT - Bill Increase

[ Edited ]

In answer to what TWC-JuliaR, a TWC moderator, wrote above: TWC's acct services (retention) told me that if I try to downgrade my services to save money (after the new 35% increase in my bill to $190 per month) I will be charged more because $190 per month is now a promo and changing anything will break the promo and I'll have to pay full retail, which is even more. I was told that the price will be going up again soon to $250 month. The choices I was given were to disconnect completely or pay the gouge pricing. No one here is trying to get help via this forum. We're just venting about the usury, dishonest tactics, and gouging being done by a company we used to believe in. Not any longer. TWC is bad, bad news now, and we'll be telling everyone we know and then some. As a VA rated 100% permanently and totally disabled veteran on a fixed income I can't afford this gouging. Shame on you Time Warner.

Sharer

Re: COMPLAINT - Bill Increase

You might consider the following scheme (assuming that you can do without TV and phone for a while):  Change your service to Everyday Low Price Internet only, which is $14.99 per month (and relatively slow).  Some time after you do this (2 weeks to a month), you'll get a letter in the mail with a promotional offer from TWC.  It won't be as good as the "new customer" offers, but it might be pretty good.  Call the number on the letter and see if they'll offer another deal that suits you even better (or take the letter deal if you really like it).

 

Another variant on this game that works even better, assuming that you have a choice of providers, is to switch to another provider for their promotional deal for as long as they offer it, then come back to TWC as a "new customer" and get their "best deal".  Repeat this cycle as often as needed.

N/A

Re: COMPLAINT - Bill Increase

[ Edited ]

RickE. It's (edited) to have to play these games all the time, over and over and over. The prices are going up and people are leaving as a result to stream programming via the Internet instead of cable or satellite. TWC's answer to that? Charge even more money and run even more people off. If TWC wants to do better the idea would be to drop prices and go to volumn business by bringing customers back rather than gouge the remaining cutomers to try to make up for losing customers, and lose even more in the process. I contacted the FCC today and made a formal complaint about not being allowed to downgrade service to save money because if I downgraded anything TWC would charge me even more than I'm paying now. That is frowned upon if not downright illegal. Certainly bad business practices and a sipt in customers eyes at least. What idiots run TWC??? 

Newcomer

Re: COMPLAINT - Bill Increase

So completely sick of this!!!!  Even when your plan price is supposed to be fixed for 12 months Time Warner is increasing other fees like the HD set top box fee and the internet modem lease fee.   They are about to loose another customer!!!!!!!