TWC has failed to honor providing me a $300 visa gift card that was offered to me to prevent from cancelling services In September I contacted Time Warner to cancel services and only keep internet. I was sent to the retention department also known as Customer Solution department and spoke with a lady who offered to take money off my bill, upgrade my cable and internet service, add a phone line all for less than what I was currently paying and give me a $300 visa gift card as long as I kept the service for 90 days. I asked so if I call back in January to cancel after 90 days I will be able to still get the card – she said yes, absolutely. I call back late January after I had not received the card explaining the situaton to only be advised that she did notate our conversation but didnt send out the registration card for the visa gift card and that once received it would take another 90 days. I expressed that this was unfair, and seemed like they were not trying to hold their end of the bargain. The issue further escalated, shortly after I received a letter from the San Antonio office stating that they researched the issue and found that it was true what I was told and to register for the card. I called in again, was hung up on once (I was not escalated) called back (early Feb) spoke to a gentleman that was the team lead who made assumptions about the situation before even researching it saying that I didn’t hold my end I had to make payments on time – I stated first of all that I did and secondly, even if I didn’t I wasn’t told that I needed to, I was never outside my billing month. He was very rude and over talked me, and I continued to push the issue so he transferred me to a very nice lady in customer solutions who stated that although the registration says 90 days there was a note in my file to expedite the card and I should receive it in 2-3 weeks at most. I followed up again 3+ weeks later to only be told that there may have been an issue with my billing and that they would follow up with me. No one ever called back, I called in again and this gentlemen said he would personally see it through – and that he saw all the notes and the card may even be in the mail. He never called back. When I spoke to the client solutions rep today, he continued to try to offer me products and discounts that I advised numerous times I wasn’t interested in. He told me initially I didn’t qualify because I called in 2-3 weeks ago to change my plan -THIS NEVER HAPPENED. at that point I was extremely upset, I never changed my plan, the he said it was due to the billing, I said regardless – I was never told that would impact getting the visa card, I felt bamboozled they told me this so they could keep collecting money and didn’t keep their end of the bargain. Then after repeatedly being put on hold and told that the manager refused to speak to me – this poor guy was trying everything to save my business but would never provide the corporate address after I repeatedly asked him for it. He came back to the line and called me Kim, obviously forgetting who he was speaking to after talking for almost 40 minutes at that point. then when I pushed the issue further advised I wanted to cancel and did not ever intend on being a customer again he tells me not to leave because now they see that the card is on track to be to me in 2-3 weeks. I told him that wasn’t true I’ve been told that several times I did not believe it. I advised that while on the phone I set up service with Verizon to come out on Saturday. He did apologize, but the issue was not resolved. .
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