Will my Time Warner woes ever end?
Well, my current bill from Time Warner showed up yesterday. To my surprise, I’m still being billed for the full bundled service from Time Warner. Phone service, Road Runner, and Digital Cable. Keep in mind, I called on August 31 to cancel everything, and only keep Road Runner service. August 31. It’s now September 30, they’ve billed me for their bundled service until 10/22. Now, how hard is it to figure out they don’t have my phone number anymore? Isn’t their billing system integrated to determine whether or not they’re billing folks for phone numbers not even on their system? How many other customers are paying for service that they don’t have? How can that be? Can’t they tell what signal they’re sending over the wire? Are they still sending a full digital cable signal to my house when I don’t have any boxes to receive the signal? Can’t they tell that? Why would they bill customers for full digital cable when there is no box on the other end to receive it? Again, I asked them for basic service and Road Runner, which leads me to part 2.
Once the customer service rep removed all of the services (the same thing I was told on August 31), he tried to explain what happened. The woman I spoke with on August 31 scheduled a pick up for all of my equipment, and the equipment pickup was never scheduled. It was an “open appointment”. Go back and read what I blogged a month ago. The woman I spoke to said it wasn’t an option and that I had to take it all in myself. The rep I spoke to yesterday said it wasn’t true. They can schedule a technician just for pickup of the equipment. Say what? She told me it wasn’t an option, but put it on my account that they needed to schedule a pickup? How long do appointments stay open without sending notification to someone? I can have an open appointment for 30 days and they don’t know it?
Next, I was only supposed to be paying for basic service, plus Road Runner. The rep I talked to yesterday said that was no longer necessary. They can give you Road Runner without cable service. Why did the rep tell me a month ago that it wasn’t an option? Next, he told me they don’t offer Road Runner Premium anymore, and that I’m paying more for service than I should be. They call it Road Runner Turbo. Apparently I have an outdated code on my account, and I’ve been paying more than I need to. He asked how long I’d had Road Runner. It’s been years, can’t even recall when I switched. He said they hadn’t used the code I had on my account for awhile, that it was an obsolete code. So, when I called a month ago and asked to have everything changed, how was the code put back on if the code was obsolete? Did it just become obsolete? It’s about $15 less per month than I was paying previously, but I wasn’t told.
Granted, I believe everything is fixed now, and the rep I talked to yesterday did appear to be correcting everything, but wow, why should it be this hard to get great service? I guess I’ll wait a month until I get my next bill to verify, but I’ve now been told I have a rather large credit on my account, a credit that will carry me in to next year without having to pay for service for Road Runner for awhile. We’ll see.