Janice
conklin,#2Author of original report
Thu, May 17, 2007
I e-mailed the online Time Warner customer service about the incident. They called me about 1 hour later and apologized for the employee's actions and credited my account. They took off the need to call the office also. My letter will be forwarded to the employee's supoervisor. For the person that posted the rebuttal, I had previously added a block to my account with a pin number I only knew so the need for further action was not necessary and it was a punishment. Thank you Rip off report for being there for me to report and vent. Customer service at the basic level is lost.
Angie
San Antonio,#3Consumer Comment
Thu, May 17, 2007
I don't work for Time Warner, and I'm not saying you're wrong, or they're right. I believe that this was done for your protection, and is not a punishment. As I'm not an expert in anything cable-related, I don't know if it is or is not possible to hack into your cable. Plausible, but I don't know for sure. A measure like this--calling before ordering pay-per-view or other subscriptions--seems like a logical course, if they suspect unauthorized access. It helps to ensure that this won't happen again, and should give you a sense of security, that others won't run up charges on your bill. It may be inconvenient, but they're not restricting access, there's just an additional step added now, that was added for your protection. I used to have Comcast Cable, and a roommate that would order pay-per-view movies often (I paid the bill, and she refused to reimburse me the movie costs). Comcast put a similar restriction on my account; I had to call in, and provide a password, prior to ordering, and it solved the problem. With a note like this on your account, they will make a record of the calls you make, and won't allow access without that call. Slightly inconvenient if you order a lot, but definitely easier than going in and disputing the charge if it happens again.