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.

218 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 at 1-800-892-4357.  Your forum peers are not able to address these issues for you.

 

 


Regards,
Julia R.
Spectrum -Social Media Customer Care
Lead Moderator - TWC Community Forums

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.

Newcomer

Billing Charges!

[ Edited ]

To whom it may concern:

 

On january 2 2016 I called aqnd spoke to a representative regarding some new charges on my bill since it was more than what i payed. I was told my promotion had ended although was offered a new promotion that would bring my bill down to 133 and cents and It would take effect immediately and I would be able to see the adjustment in about 2 days. I failed to check and trusted the represetative that it would be done because it has always been fixed as they say and never have a problem. When I logging to check 2 weeks later when my bilo is due I see nothing was adjusted. I call your office and took 1 hour of my time and spoke to several agents and apparently the promotion was expired but they would reach over to that representative and call me back so they can fix it. Today, days later I call to follow up and waste 30 min of my time to see why the call wasnt done and check on the adjustments. I get the same answe the promotion was expired and there was nothing they could do there. The total that I was promised is in the notes of my account. They reffered me over to this, on which I have to write and spend another 10 min of my time. Im sure they did everything possible but I shouldnt have to go through this and spend much more of my time. The adjustments should had been done at time promised, and I should be seeing the total promised on my bill. I am very upset and do want this to be fixed as soon as possible. The representative gave me a 10 dllr discount for now. Although that is no big help for me or my bill and I dont think I could pay full amount at this time but I could pay partial until my bill gets fixed. Thank You!

 

(edited personal information)

Established Sharer

Re: Billing Charges!

[ Edited ]

 

I recently found my bill is jumping from $153 to $168 as of February.  I can't afford any increase, as my income hasn't gone up in a number of years.  I haven't called yet, but I will, soon.  If I have to drop my DVR to save money, I'll drop cable TV totally, AND reduce my Internet level as well, cut ANYTHING I can find to reduce my cost.  NOT good, TWC, not good at all.

 

 

Lead Moderator

Re: Billing Charges!

[ Edited ]

We are sorry that you have had such an upsetting time with this. I edited out your personal information 

from your post, we cannot have that posted.

 

 

 

Should you need assistance outside of the Promotional issue please feel free to contact our 

Social Media Customer Care team at any time.

 

 


Thank you for participating in the Forums.
Have a good rest of the day!


Regards,
Julia R.
TWC-Social Media Customer Care

Re: Billing Charges!

I have had the same issue. I spoke to someone today becuse my billing charges jumped from 155 to 210 in a matter of 2 months with no notice as to why. The representative informed me that I now am paying for 

 

  • Broadcast TV and Sports Programming Surcharges

 

among various other things, I just don't know why Im paying for this becuase I don't use it and its not included in my package so why should I pay? $60 more a month is rediculous, and the company should have been required to give notice before they impose such stupid fees on people. In addition, I have had my service way longer then a year and they are just now wanting to raise the charges for my reievers...any help is appreciated 

Trusted Helper

Re: Billing Charges!

[ Edited ]

bekahjordan wrote:

I have had the same issue. I spoke to someone today becuse my billing charges jumped from 155 to 210 in a matter of 2 months with no notice as to why. The representative informed me that I now am paying for 

 

  • Broadcast TV and Sports Programming Surcharges

 

among various other things, I just don't know why Im paying for this becuase I don't use it and its not included in my package so why should I pay? $60 more a month is rediculous, and the company should have been required to give notice before they impose such stupid fees on people. In addition, I have had my service way longer then a year and they are just now wanting to raise the charges for my reievers...any help is appreciated 


Wow!

 

A $60 jump in two months is really bad.  No way that this would only be for the Broadcast TV and Sports Programming Surcharges, which would probably be somewhere between $2.50 to $5.00 each, not $60.

 

What services do you have now?  I would contact TWC to talk to a billing specialist to get that rate down.  Check for any special discounts to which you may be entitled.  It is likely that many promo codes expired at once for such a rate hike.  See what they have to offer you.

 

Satch