Complaint / review text:
I was contacted 06/01/10 by a third party company that Time Warner Cable (TWC) uses to phone-solicit TWC customers. David from Metro News Service took my order to bundle my phone/internet and cable TV service, and transfer my landline phone number from AT&T. After some review, I decided to cancel the order and called back within five hours, the same day. I spoke directly to the same person (David) and he assured me he would process the cancellation order.
Approximately two weeks later on the canceled installation date (06/15/10), I came home to find a notice on my front door that TWC had been there for the installation appointment. When I tried to call the next morning to let them know the order was canceled, my landline phone was dead. When I contacted TWC on my cell, they told me my phone number had already been transferred from AT&T, and the only way to keep my existing phone number was to use TWC as my phone provider. I called the Metro News rep back to ask why the installation appointment had not been canceled and he admitted that the mistake was his and that he would waive the transfer fee and get me a reduced rate.
During the first installation appointment, the installer informed me that he could not complete the installation without written permission from my landlord to install a cable outlet in the room where my phone and computer are, so another appointment had to be made to finish the installation, which left me without internet service for a week. I had to call the Metro News rep back four times to get him to confirm the monthly rate I'd be charged. He never did give me a solid answer during any of the calls and I ended up calling TWC myself and speaking to a billing person who explained my choices clearly and made the change to my account. The Metro News rep also assured me the transfer fee for my phone number ($20) would be waived but the TWC rep told me that charge could not be waived and that I would be required to pay for it even though I canceled the original order.
In all, I had my phone cut off for a day (while dealing with a parent who has bone cancer), lost two days of work dealing with installation issues, had to spend half a Saturday and 3 gallons of gas getting an installation permission letter from my landlord, made at least a dozen phone calls, and will have to pay a $20 fee, all for a bundled service that I canceled two weeks prior. Bundled? More like bungled!