Rookie

Re: COMPLAINT - Bill Increase

In April-May of this year, my taxes & fees increased 17.4% (from $12.17 to $21.48) and service increased 76.5% ($176.74 to $203.97). The details of the statements explain how each item increased, demonstrating that it is not promotional or any special "deal" that can be explained away. There was no correspondence or notification, just a deep gouge in the middle of the night, preying upon regular customers. This angers customers like me because we consider this a contract and plan our daily lives (and budgets) according to how much we anticipate owing on a regular basis. We desire consistency and fairness and price increases like this create feelings of animosity and betrayal. This is indeed a business, and I am welcome to go elsewhere, which I will. The difference is you have touched a nerve with your practices. Surely there was a meeting where you contemplated this - meaning there was a conscious decision to say "screw em, we'll make up for it with higher prices". Netflix had to increase it's prices and sent sincere letters and provided a 2-year grace period, handling the situation with class. Its possible not to alienate your customers. This was handled very poorly.  

 

Time Warner - your deplorable price gouging has lost this customer and I will tell everyone I know or will listen to me about the item-by-item increases. I will find similar service elsewhere and encourage as many TWC customers as I can to test the free market and express their dissatisfaction by getting service elsewhere.  Shame on you.

Rookie

Re: COMPLAINT - Bill Increase

[ Edited ]

I'll add my two cents to this thread (although if TWC had their way, I'd be adding $55+ per month).

 

We had TWC Triple play for $128 a month (50Mbps Internet).  We decided we didn't need phone or cable, so we wanted to cut the cord and go just internet only.  The rate listed on the TWC website for 50Mbps in our area was 64.99/month.  When I called, they said the best they could do was give it to us for $109 per month!!!!  Are you freaking kidding me?

 

It gets better... They said I could downgrade to 30Mbps for the $64.99 price.  I refused and said I wanted the 50Mbps and I wanted to speak to someone else.  The girl on the phone said she was the highest level so I could only deal with her. So, I said if I can't have the deal I want to cancel.  She said, "OK sir, would you like me to put in your cancellation, then?"  Seriously?  So I did.

 

So I go to the store to return my equipment, and I mention it to the guy and he said, "Really??? She had you cancel?"  He just gave me then and there the deal I wanted which is $64.99 + $8.99 modem rental.  I can't believe I had to jump through these hoops... TWC is already a demonic beast - can't wait to see how it is under Charter (which I had in the past and hated).

 

But wait! One more thing... Today we got an ad in the Mail... They doubled the 50Mbps in our area to 100Mbps... and the new offer?  100Mbps + Cable for $49.99.   Are you kidding me???????

 

And the truth is, where I live I don't have a choice - the only other choice I do have is Earthlink and they suck.  Welcome to the Oligopoly.

Participant

Re: COMPLAINT - Bill Increase

Wrong, Anon! EVERY year I and most others have to play this billing game with TWC to keep from realizing 15% - 20% rate increases. Usually the pleading with Billing or Retention depts prove reasonable, but..... why the games every year. I think most of us could would handle a modest 5% increase or so per year, but not the double digit TWC blasts.
Newcomer

Re: COMPLAINT - Bill Increase

[ Edited ]

stop lying to customers

 

I with you on the same thing.

but twc will be switching to Spectrum so hopefully it will be better

Moderator

Re: COMPLAINT - Bill Increase

[ Edited ]

Good Morning @jonkurtislee @EW @j3ff @waw129 @EM182!

 

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.
We can be reached at TWC_ForumsHelp

 

Thank you,

Stephanie S.

TWC-Social Media Customer Care
Moderator - TWC Community Forums


Rookie

Re: COMPLAINT - Bill Increase

They are not questions Stephanie and Julia, they are complaints - hence the subject "Complaint". You'd like to catagorize this as questions about one's bill because it would help frame the subject as an individual one, but it is not. It is about TWC procedure of systematic, bureaucratic nonsense and price gouging. It is about fundamental fairness and honest - or unfairness and dishonesty, depending upon one's perspective.

 

You reap what you sow and your business practices are a manifestation of your company ethic, whether you like it or not. We customers are the ones who decide whether or not you deserve our trust and loyalty...

Moderator

Re: COMPLAINT - Bill Increase

[ Edited ]

We'd be happy to discuss your account further if you could please contact us directly at TWC_ForumsHelp

Regards,
Stephanie S.
TWC-Social Media Customer Care
Moderator - TWC Community Forums

 

Newcomer

Re: COMPLAINT - Bill Increase

[ Edited ]

Similar situation happened to me. When I asked if the prices would change after a year I was lied to and told "no". Multiple other employees repeated this lie. It's even in transcripts I have access to, and supervisors have admitted I was lied to previously. But they still won't keep me at the same price and product I had for the past year. That's just the tip of the iceberg on why I feel insulted by and disgusted with this company. Ugh, what a joke!

Rookie

Re: COMPLAINT - Bill Increase

I basically agree with you, profit is not a dirty word.  All business need to have a profit or...

However, if I walk into a fast food place and tell them I don't want the whole meal, just the burger does it make any sense at all to pay the same price (or more) for it?  Because the burger itself isn't listed on the menu, they can make up whatever price they want. 

TWC can get away with this because of the bundles, they don't have to tell or list individual pricing. If my TWC bill listed the pricing for the individual services, then I could pick and choose what I wanted to pay for and I would be happy paying it. But then TWC couldn't make up prices on the spot. 

I now have 3 different prices for the service I want. I think their reps are trained to throw a number out there and if you take it so much the better for them. 

Lead Moderator

Re: COMPLAINT - Bill Increase

You can view the standard rates here: TWC Standard Rates

 

Bundling services does frequently provide savings over the individual lines of service sold 

separately. That being said you are free to have those separated. Our specialists do their 

best to keep your price as low as possible. The bundled rates allow us to do that.

 

Our bills do show the breakdown of the package/prices. If you have questions about those 

we would be happy to help. TWC_ForumsHelp

 

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