Complaint - Billing and Service

Just recently,  I noticed on the TWC app that the balance due on my account was way more than what I was normally used to seeing.  I also started receiving calls from TWC about my account which prompted me to call billing and find out what was going on. I thought I had resolved all outstanding balances to the point where my account was current.

 

The woman who answered spoke to me in a manner that would be considered fake, rude, and condescending.  I explained to her that I was confused about my bill and I wanted an explanation.

 

Apparently, my teaser rate (promotional deal...whatever you wanna call it) expired last month and no one told me that it was going to expire on a particular date.  While I expected that it would eventually expire, a little advanced notice would have been nice.

 

However, what motivated me to post here today is the fact that the lady stated that there was a charge on my bill that I had no prior knowledge of incurring.  When I moved to my new place I transferred my wireless service. I had an issue with the cable hook up itself so I had to call TWC to send someone out to look into the matter. A tech came out (on time) and resolved the issue and, from what I knew, everything was fine. There was no mention of a service charge.  Mind you, I have been a customer since 2009.  Now, a billing specialist was telling me that when I had the tech come out, I incurred a charge of $60 for the visit.  No one, not even customer service, told me that I was going to be charged for the visit. This charge was processed on my bill about a month and a half after the service was performed.

 

I use TWC's app to pay my bill. The balance due on the app, apparently, did not reflect the true amount on my monthly bills.  The amounts kept appearing as normal so I paid what was displayed. Well, according to TWC I had been paying too little. Now I owe for this month's internet plus that stupid visit charge that I didn't agree to.

The billing rep kept asking me if I looked at my pdf statements and kept asking me if I've done so as if I had the education level of a marshmallow.  I informed her that I did not, until recently, because of the discrepancy.  I told her that I only receive internet from TWC and nothing else. I know that it costs a particular amount every month (which includes taxes and any other fees that they may charge).  This has been constant for the many, many months.  Had there been even a $1,00 increase I would have noticed and reviewed the statement to see if I could spot the increase.

 

I am really disappointed with their attitude and service. They didn't even apologize for the inconvenience. All the billing rep said, besides treating me disrespectfully, was "yeah, I agree, someone should have told you about the visit charge." And that's supposed to make it "all right?"

 

So TWC, if you want an improved experience, here is what I think you need to do. The sooner you get it done the sooner you won't have to deal with us "complainers" which is what you want, right?

 

1) Your communication skills suck.  How about letting us customers know, before the fact and through current available technologies (email, text message, a fracking phone call for pete's sake. It is the 21st century after all), that a person's rate is going to change on a future date.  Netflix did this to me. The difference is that Netflix notified me two years in advance of their rate change. And I am still a happy customer with Netflix even though I am paying $2 more a month

.

2) Make sure you order (not ask, remind, inform, etc) your customer service people to inform potential and current customers of any charges for services up front. What was done regarding the charge I incurred for the visit was underhanded and wrong.  It's to the point where I am considering lodging a complaint with the BBB and the state Attorney General.  I shouldn't have to pay for something I didn't agree to in the first place. Had I known, my course of action would have been different but at least I would have known what to expect.

 

3) Fix your app.  It does not update properly.  It should not take 1.5 to 2 months for a billable item to reflect in the balance due.

 

Because of this, I am planning to change internet service providers. I'm currently looking at AT&T, which has comparable pricing. The only downside with them is that there is a service charge of $100 for them to come out and set things up. To avoid the charge, I have to bundle internet with something else. At least, though, I know what to expect because their sales reps were trained to inform their customers ahead of time and were really helpful.

12 REPLIES
Moderator

Re: Complaint - Billing and Service

I apologize for the issues with the billing and with customer service. If there is anything you would like us to look into specifically with your account please send us a message to @TWC_ForumsHelp with your account number or phone number. 

 

Tyleen
TWC-Social Media Customer Care
Forum Moderator

Sharer

Re: Complaint - Billing and Service


jfightmaster wrote:

Just recently,  I noticed on the TWC app that the balance due on my account was way more than what I was normally used to seeing.  I also started receiving calls from TWC about my account which prompted me to call billing and find out what was going on. I thought I had resolved all outstanding balances to the point where my account was current.

 

The woman who answered spoke to me in a manner that would be considered fake, rude, and condescending.  I explained to her that I was confused about my bill and I wanted an explanation.

 

Apparently, my teaser rate (promotional deal...whatever you wanna call it) expired last month and no one told me that it was going to expire on a particular date.  While I expected that it would eventually expire, a little advanced notice would have been nice.

 


Because of this, I am planning to change internet service providers. I'm currently looking at AT&T, which has comparable pricing. The only downside with them is that there is a service charge of $100 for them to come out and set things up. To avoid the charge, I have to bundle internet with something else. At least, though, I know what to expect because their sales reps were trained to inform their customers ahead of time and were really helpful.


-------------

 

I TOTALLY AGREE that TWC would almost always raise your rate withOUT letting you know ahead of time, and it can bea major problem when you have auto-pay or just don't notice the change.

 

But be VERY careful about switching to AT&T.  They DO NOT guarantee your speed, AND they have worse Customer Service Techs than anything you've experienced with TWC (once you HAVE service with them).  AND you'll probably have to sign a 2 year contract, with ONLY the first year price guaranteed.

 

 

Spectrum Employee

Re: Complaint - Billing and Service

[ Edited ]

TWC does notify customers of any changes to their account on your monthly bill. Regardless of having autopay active or not--if anything changes with your normal monthly bill (debit/credit), the system will generate a paper bill because TWC wants to make sure that you get bill/notification that something is going to change in the upcoming month(s). Even those who opt for paperless billing will get a hard copy of their bill if they make any changes that resulted in a increase/decrease to the bill.

 

I would agree though that they could put these notifications in a much more noticeable place on the bill, rather than at the very end.

TWC_SPECTRUM_808
Sharer

Re: Complaint - Billing and Service

Even those who opt for paperless billing will get a hard copy of their bill if they make any changes that resulted in a increase/decrease to the bill.

 

Not true in my experience.  Perhaps it's supposed to work that way, but it doesn't (maybe it works some of the time, in some markets).

Newcomer

Re: Complaint - Billing and Service

my account does the same thing. it seem that it only updates when statements post but i am working with my contact in time warner to get this issue fixed

Rookie

Re: Complaint - Billing and Service

[ Edited ]

TWC changed my bill to credit card only. Stating my bank, one time after years of service, did rejected payment do to a mistake. With credit cards you get money right away. What a bunch of (edited). Let's see, if you don't get the money you could turn off the service! You dos not have email or supervisors to look into this? No accountability whatsoever. Horrible treatment! Wait until Charter takes over. This was total nonsense

Lead Moderator

Re: Complaint - Billing and Service

@cntyheat Apologies for your frustration. Normally a payment restriction is not put on an account after only one payment failure. If you prefer not to use your credit card to pay you may take cash into any of our TWC store locations that accept payments. Payment restrictions are also normally not permanent, usually 6 months or a  year depending on the number of issues there have been.

 

You can find a location near you here: TWC Store Locations

 

 

If you would like to dispute the restriction we would be happy to submit that on your behalf. 

Please feel free to contact us directly at TWC_ForumsHelp

 

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

 

Re: Complaint - Billing and Service

Lighting ran through Time-Warner lines taking out the digital cable box and a 65 inch Vizio tv and blowing the HDMI ports on a 42 inch Sony. The T-W tech said it was because the T-W lines were not properly grounded. The T-W tech said it was through the cable lines not through an open ground. If it was an open ground on T-W lines that was the fault of the original installers sent out by T-W; who by the way came out in the rain as it was getting dark and were in a hurry. It did not do anything to the phone and internet part of the lines. The T-W complaint team that came to my home almost convinced me that it was some grounding fault of the house. Keep in mind that nothing else was damaged. We were not the only house on our street that lost service that night. Time-Warner insurance should cover damage cause by installer negligence. BEWARE of TIME-WARNER service it could become more expensive than you think as it appears they look for technicalities to avoid doing the right thing. Just because you have more money does not make it right to kick people when you are wrong.

Lead Moderator

Re: Complaint - Billing and Service

@sidingmanrws  I am sorry to hear you have had damage to your home equipment.

 

Has the situation with the damage claim been resolved? We would be happy to 

submit your feedback on this experience.

 

If you are willing to contact us directly  at TWC_ForumsHelp we would appreciate

that. Please do include the link to your post here for our moderators to reference.

 


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


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