- Report: #1276180
Complaint Review: Time Warner Cable - Nationwide
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Time Warner Cable
Nationwide, USA
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Time Warner Cable Denial of promised service for payment Columbus, OH Nationwide
On 12/11/15, I agreed to pay $128.00 ($133.29 with phone service charge to Time Warner for the account of my friend Linda in Cambridge, Ohio. The representative Linda talked to assured her this payment would maintain her phone, TV and Internet service with Time Warner through 01/09/16. I made the payment on Dec. 11 and my bank records show the payment going to Time Warner on Dec. 14. On Dec. 21, Linda's phone service was shut off without warning. She phoned Time Warner and was told my payment had been declined. She contacted several other representatives and was told the same thing. Then on Dec. 23, I contacted Time Warner and was told that my payment had been accepted, but that she had made a payment agreement on Dec. 7 and attempted to make a payment on Dec. 11 which was declined. She never made such an agreement or attempted payment on Dec. 11, and challenged the Time Warner representative to pull the recording of calls made on Dec. 7 to prove she had not made such a call or any payment agreement. Time Warner seems to be confusing Linda's account with the account of some other person who made a payment arrangement with the company. This is not the first time she has had problems with Time Warner about her payments not being credited to her account. There have been at least four or five incidents in which she has made a payment, only to have a Time Warner representative contact her several days later and insist such payment had not been made. She usually has to call several people before the matter is resolved and she is credited with the payment. I don't know whether the representatives of this company are generally incompetent or dishonest, but they seem to consistently take a "the customer is always wrong" approach and are generally very arrogant in their manner. A company representative promised her service would be maintained until 01/09/16 if I made this payment, which I did. They also told her when she requested a check of the Dec. 11 call that they didn't keep call records for more than 72 hours, which is ridiculous, and also untrue. A representative told me Dec. 23 that she would check the call log from Dec. 7, which is a lot more than 72 hours. I realize this is a big corporation with deep pockets that doesn't care about the quality of service it provides for the large fees it charges, but it seems to me it should have some sense of responsibility to its customers.
2 Updates & Rebuttals
You didn't read my report carefully
#2Author of original report
Sat, December 26, 2015
A more careful reading of my report would reveal that Time Warner said it would check its Dec. 7 call log to see if the call they claimed was made by Linda or someone else regarding her account was indeed made. If it's unrealistic to do that, why did a representative say it would be done? And why, if they keep the call records for some period of time, would a TW rep tell us that calls were only kept for "72 hours" when Linda tried to get them to review her call of Dec. 11 when she was promised maintenance of service in exchange for my payment. What reasonable organization would set up a system to record calls and then discard them after three days. I told her when that claim was made that she was not being told the truth.
Again, the Time Warner representatives on the phone and in person repeatedly said that MY payment of Dec. 11 was rejected, even after I showed them the bank statement of the money leaving my account for Time Warner on Dec. 14, and even after I checked with the bank. It was only after we made repeated calls that someone finally acknowledged that my payment had gone through. By the way, I did indeed give them my payment reference number. Any one of these people could have checked on that particular transaction and seen that it had been completed, rather than continuing to insist that it had been declined. If the actions cited above seem to you to be reasonable responses to the situation, I hate to imagine what you would deem unreasonable.
Robert
Irvine,California,
USA
The full story...
#3Consumer Comment
Fri, December 25, 2015
You are not telling the full story, but it may not be intentional on your part it may be because you were not even being told the full story. However, before you start to talk about "responsibility" of TWC for it's customers, you should look at your friend's responsibility. There would be no discussion to make sure her service stays on through a certain date if she was on-time. So we can figure that even after the payment she was still delinuqent. We just don't know how delinquent, and I wonder if you truly know.
How did you get involved in all of this? Did you just one day say "Hey, let me pay your bill"? No, most likely she came to you with her story and you offered to help. But again, perhaps her story wasn't exactly truthful.
You are saying that TWC is claiming payment arrangements were made on the 7th. How do you know that for a fact? Were you with your friend all day? Because anything short of that means you do not have personal knowelge of her actions that day and she could be not telling you the truth. But asking them to review their phone logs for an entire day to prove a call was NOT made, is unrealistic.
Next you say that they are claiming a payment attempt was made on the 11th and it was declined. Again, unless you were with her all day you have no proof that perhaps she did try to make one(and this is how you got involved). By the way what did you do with the reference number for the payment they gave you? That would make it very simple to have them trace it back to make sure it was credited? When you make a payment on her account, they only see it as her making the payment. If you call back even a few minutes later, even if you make the payment they will say it was her..because it is her account.
You claim that she has made payments in the past and they never get credited. Again who are you getting this information from? Her? If so then again that is not direct knowlege for all you know she is basically playing you.
Look, I think it is good you are trying to help someone, and I am not saying there is or isn't an error on their part. But sadly in a lot of these cases, you are doing it know knowng the full story, where the full story is a lot more involved than you may think or have imagined.
