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Time warner charged me for a 'server change' $.50 and added $9 to my internet bill but that isn't even supposed to change until March. So I called and asked why and 3 different reps all said they couldn't explain why I was charged a service change when my service didn't change at all. They even couldn't explain why my internet was higher than usual
Cancel your current service. If they don't want to tell you what the bill is for, why would you continue doing business with them? We have to let the cable companies know that we do not need them. The reason all of this nonsense continues is because they know we will put up with it because we \"need\" our cable TV.
She sounds like she (mostly) knew what she was talking about - the line, \"She then went on to tell me my current account seems to show that I have paid this balance, but it never crossed over to the old.\" is probably exactly what happened. The problem is that reading the billing system (no matter what company you're at) is generally a bear, especially with such a weird issue.
Anyways, on to getting your issue fixed. Most companies like this have a Credit and Collections Department. I'm not sure exactly how that particular TWC division would operate, but if Customer Service isn't able to figure out what's going on and credit you, suggest they have Credit and Collections take a look at the account.
Generally speaking (and especially with what I quoted above), it sounds like the quickest solution is for Customer Service to just credit your old account since it apparently has already been taken care of on your current account (or, at the very least, they can't tell you why you're being charged). Just keep at it, keep a level head about it (blowing up at CSRs doesn't endear you to them), and ask for a supervisor if the frontline grunts can't help you out.
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Send Time Warner a bill for $25 and then tell them to apply it to your bill, and they still owe $0.49. Whats good for the goose...
When it a small amount like that, I've found that many reps will offer you a deal. Pay the bill, and they will give you a credit for a free month (or something...usually whatever the retention gift is). Usually, they cant fix the \"weird\" issue, but if you give them a way to work it out without having to stray from their set routine, they will. I don't think this is a great resolution, but if you are otherwise happy with them, it is worth a shot.
I know my friend had a problem with an install done by TW in Bedford, (also in the DFW metroplex) and couldn't get any action until she emailed the prez of N.TX Time Warner.......
and then she had a call back and an apology with immediate action in about 2 hours. Give it a shot.
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She was a billing agent. I was transfered from CS to her.
I agree about her though, as I said she was more than helpful. The fact still remains that she has no idea why I'm being billed this amount, despite how little it is. She offered nothing to me and basically told me I could hoof it into a billing site to 'maybe' get an answer. I
I couldn't even talk to a supervisor, I was told one would call within 24 hours. It's been 4 days.
Hi, What area do you live in?
Uptown Dallas.
pewp, I am at Time Warner Cable in Rochester NY, and i was hoping that by your moniker the ROC was for Rochester and that I would be able to assist you, knowing what I do know about all TWC offices, they really shouldn't be holding out on you for $25, and you most definitely shouldn't be waiting 4 days for a call back from a super, if we did that here we'd be crucified
get back on the horn, ask for a different supervisor, also try going to [www.timewarnercable.com] and put in your zip code, if there is a technical support number or a digital phone support number there, try calling it... the technical support people tend to get more done ;)
best of luck, and I wish I could be more help
I emailed the N. Dallas president like Addison suggested and I just got a call from Barbara at his office. She was more than helpful and tried to figure out what the charge was from. She thought she found it, but wasn't sure if I had paid it or not so she just credited my account. By far the best, and only time, I've had great customer service with them.
Kudos Barb. Thank you.
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@rochec: Awesome that you got this resolved.
Unfortunately, it seems to be yet another example of a company being unwilling to provide its first-level customer service folks (or second-level, in this case, given that it was a billing agent) with the tools they need to successfully satisfy its customers' needs.
Once it hits the credit report a dispute with the bureaus most likely will not remove it since all the bureaus will check is the identity of the person Time Warner said the account belonged to. So they will check name, SSN, address and the like and the account will come back validated. What Chris will need to do is get as far as he can manage with Time Warner and request documentation if they find the amount to be already paid and billed in error. This way if it ever pops on again he has documentation. In addition Chris may be able to contact the public utilities comission in his area if he is unable to get satisfactory resolution with Time Warner.