Time Warner Cable
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Time Warner Customer Service is DISservice!
I was a customer of TWC for 3 years. Due to rising costs and little value for the dollar, I decided to switch to DirecTV. I called TWC on 4/18/16 (the day DirecTV was installed) to request they disconnect my cable and telephone...I was keeping the internet service. 4 days after calling, I attempted to return my cable equipment to our Hermitage TWC store, but was told they couldn't take it b/c my service was still active. I called TWC again, they told me "something must have happened during the disconnect" and assured me the service would be stopped that day. I unfortunately ended up in hospital, but tried again on 4/27 to return equipment...again was told service was still active. Another call to TWC Customer Service, another promise that my issue would be handled that day. 3 days ago I received a bill from TWC for $257, which was for 4/3~5/2 and showed service still active. I called TWC on 5/28, spoke to another agent and she promised she would get the issue taken care of. Apparently, she did FINALLY get TV service d/c'd, but the bill for service that was supposed to be shut off still stands. I don't know how TWC customer service agents are trained, but when I worked customer service, we were trained to say what we were going to do, and do what we promised. This did not happen and now TWC expects $257 for service I didn't use. Not only are they unprofessional and cannot process a seemingly routine request, they are inflexible and refuse to take ownership for their mistakes. I will not pay for services I did not access, but I will file a complaint with the PA Attorney General's Office of Consumer Protection. So, as a warning, beware of what TWC says they will do, because you're likely going to have to follow up many times to ensure what is requested is actually done.