Complaint Review: Time Warner Cable Southern California - Internet

I have been a customer of Time Warner (& its predecessors) for 20+ years.  For at least 5 years, I have been paying @ $220/month for Cable TV, Internet (cable modem), DRV rentals & related services.  I always believed this was too much money to pay just to watch TV and get mediocre Internet service.  But, since TW has the cable TV monopoly in my area, what could I do?

In the last few months, I received several unsolicited calls from TW asking me if wanted to get TWs digital phone service. Each time, I replied, ABSOLUTELY NOT; Im not going to rely on TW for my phone service!

In May, I purchased a TIVO box and was instantly smitten with everything TIVO had to offer.  I was able to instantly watch movies and TV shows from Netflix, Hulu+, Amazon & Blockbuster.  I now realized that what I was getting from TW was not only overpriced but below par compared to Netflix, etc.  So, the first thing I did was return one of the three DRV boxes TW forced me to rent every month (for years).  Within 2 weeks, I decided to reduce my TW bill by dropping some of the
movie channels (who needed all the movie channels with Netflix?). 

During the second week of June, I called TW and explained to a rep that I wanted to reduce my $220/month bill by dropping some of the movie channels.  The TW rep was extremely rude
as she explained that it was not as easy as dropping a movie channel; that there were tiers and levels, etc.  I did not understand but because the TW rep was so rude, I said that I would CALL back after I went online and figured it out myself. 

On or about June 19, 2011, I, again, called TW and, again, explained that I wanted to reduce my monthly bill.  I also raved about TIVO, etc. However, this TW rep did not want to lose me as a customer & said that I did not have to give up any services.  According to this TW rep, I could keep all my current services & get the digital phone for $140/month--an $80 savings!  When I said I really did not want the phone, the rep said that I had to get the bundled package with the phone to get that price.  I figured, why not?  After a rather lengthy, pleasant conversation, the rep
signed me up for this bundled package deal and made an appointment for a tech
to come out to install the new phone & bring me a new modem.  (Since I was in no hurry to get the phone I never wanted, I made the appointment for one week later!)  On the same day, I received an email from TW stating that it was processing my order for TV:  Digital Cable, Espaol, Variety, Choice Internet:  Road Runner Broadband Turbo Plus (up to 20 Mbps), Combined Modem and Wireless Router Service--Voice Unlimited Nationwide, Private Listing Jack." Ok, I was happy & I told everyone about the great deal TW gave me...even mentioned it on Facebook!

On June 25, 2011, a TW technician installed my new phone service and brought me a new modem.  (Note:  Over the next two weeks, a technician had to return several times because my Internet speed did not appear to be very fast!)

A month later, I was shocked to discover that TW disconnected my services.  How could this have happened?  I called TW & another agent told me I owed @ $600 for two months!  Thats impossible, I said, my bill is supposed to be reduced to $140 per month.  The agent said she only took the money & did not know anything more.  I immediately paid the bill and was transferred to another rep named KAREN.  

I explained to KAREN about the $140/month bundled package deal, etc.  KAREN said that TW keeps copies of all phone conversations between TW & its customers; that she would listen to my conversations and after she confirmed the $140/month deal, she would adjust things accordingly.  I said, great, if you listen to the recordings, I had nothing to worry about.

On July 28, 2011, @ a week later, I received a very short and curt message from KAREN who said that there was nothing TW could do & I was now responsible for paying almost $300 per
month!  KAREN never mentioned whether OR she listened to my telephone conversations!  So,
TW unilaterally raised my bill almost $80 per month.  I never wanted a higher bill so I called TWs
corporate headquarters in NYC at (212) 364-8200.

I spoke with SAM SUBIA, a Customer Care Advocate, at TWs corporate offices in NYC.  As I explained my story to Mr. SUBIA, he was very patient & sympathetic.  Mr. SUBIA also suggested that the bundled package deal offered to me was actually $114 per month rather than $140 per
month.  I replied, I thought the rep said $140/month.  Like KAREN, Mr  SUBIA confirmed that TW records and stores all telephone conversations and that he would listen to all of my June
conversations with the TW reps & straighten this out.  I also emailed Mr. SUBIA (at [email protected]) a copy of the June 19th email I received from TW re the new services & some related matters.  Why did TW send me this email to confirm these new services that I already had (except phone)?

About a week later, I received a telephone call from MIGUEL CRUZ, from TWs Office of the President here in Los Angeles.  Mr. CRUZ said that Mr. SUBIA had asked him to call me but he did not know why.  So, I had to tell my whole story again to Mr. CRUZ.  Like KAREN and MR. SUBIA, Mr. CRUZ confirmed that TW keeps copies of the telephone conversations and that he [CRUZ] would listen to my conversations with TW and get back to me.  I asked Mr. Cruz if I could listen to the recordings and he said, no, it was against TWs policy.  I never heard from Mr. Cruz again.

Several days later, on August 3, 2011, I received a phone call from OCTAVIO
JARAMILLO, EXECUTIVE ASSISTANT TO THE OFFICE OF THE PRESIDENT, 323-785-0315; [email protected].  Mr. CRUZ asked Mr. JARAMILLO to call me but, again, he did not know why.  So, I had to tell the story again to Mr. JARAMILLO.  Mr. JARAMILLO asked many questions & appeared to be taking notes.  Mr. JARAMILLO said he would listen to the phone recordings and get back to me in an hour or two.  Mr. JARAMILLO also assured me that these phone conversations are permanently saved &
stored on TWs servers and cannot be lost or destroyed.  Again, I said, well, no problem, if you
listen to the recordings.

A few hours later, Mr.JARAMILLO called me back and told me that he listened to the phone conversation I had with the first rude TW rep and he agreed, that the rep was extremely rude to
me.  However, MR. JARAMILLO said that he was unable to locate the recording of my conversation re the $140 bundled package deal!  In addition, according to Mr. JARAMILLO, because he could not locate that telephone recording, the best TW could offer me was $195 per month for services I already had plus the phone!  What?  When I questioned Mr. JARAMILLO about how that particular phone recordingthe most important one of all--could be missing,
he replied that he was unable to locate the recording but it did not matteras
far as TW was concerned, the matter was closed!

I immediately called Mr. SUBIA in NY & told him about the allegedly missing telephone recording.  MR. SUBIA also said, too bad, this matter was closed! 

On October 3, 2011, I then sent the following email to Mr. SUBIA and Mr. JARAMILLO (which sums things up):

Finecharge me whatever you want because this will be the last time you cheat a customer! I believe that TW has acted dishonestly, maliciously and in bad faith toward me.

Admittedly, TW maintains recordings of all telephone conversations between its reps and customers.

Re this particular matter, during the last ten days, the following TW reps confirmed that they can and will listen to the June 19, 2011 recorded telephone conversation that corroborates the offerand my acceptanceof the bundled package for $140/month:  Karen; Sam Sabia;

Miguel Cruz; and Octavia Jaramillo. 

Yet, no one has been able to retrieve and listen to that conversation.  (Octavia admits that he was able to listen to the recorded conversation I had with the rude and not very helpful TW rep immediately prior to the operative conversation.  That conversation alone is enough to confirm that, at all times herein mentioned, I was attempting to REDUCE my bill and repeatedly rejected all offers for the TW telephone.)  

On July 22, 2011 at 9:01 am, I received a telephone message from TWs survey department regarding my telephone conversation re bundled package (855-249-0953).

TW further fails to offer any explanation why this conversation is missing from your system.

I am going to sue TW since you fail and refuse to locate the recorded phone conversation that corroborates my version of events.

Why would TW send me an email confirming that a new order for services in the bundled package when I already had those services (except for the telephone)?

I have provided you with the initials of the TW rep who offered the bundled package to me.

I believe that TW has acted dishonestly and in bad faith in their dealings with me throughout this entire ordeal.

TW has failed and refused to comply with its own policies and procedures 

I am also going to file a complaint with the appropriate government agencies.

I have been a lawyer for thirty years and, believe me, TW made a contract with me that I will specifically enforce.  

I will serve a subpoena demanding that you send me a copy of all my recorded conversations in June.  I am working on the subpoena right now.

This time, you tried to cheat the wrong customer. I dedicate myself to this mission.

 I will sue not only for breach of contract but also fraud,deceit, misrepresentation, breach of the covenant of good faith and fair dealing and any other applicable remedy.

You will be liable for all damages including punitive damages for your malicious conduct in this matter.  

Binding arbitration provision?  No problem.  Lets go to JAMS.  

 Shame on you, Time Warner!

 
I have never heard from TW again.