info: at 11:41:27

Thank you for contacting Time Warner Cable. A representative will be with you shortly.
info: at 11:41:28
You are now chatting with Bert.
info: at 11:41:28
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Bert: at 11:41:34
Hello!
Bert: at 11:41:35
I will be glad to assist you for this information.
Michael: at 11:41:50
Hi Bert, I'd like to check on an open ticket - 20490402
Bert: at 11:41:58
Sure.
Michael: at 11:42:06
Thank you
Bert: at 11:42:05
I will provide you the information.
Bert: at 11:42:32
You are welcome.
Bert: at 11:42:47
I have checked your account, your ticket has been closed and issue has been resolved.
Bert: at 11:43:04
A promo has been added for Ultimate for $10.00 only.
Michael: at 11:43:14
It doesn't look resolved online. Can you tell me how they say it was resolved?
Michael: at 11:43:21
That was part of it
Bert: at 11:43:50
Yes, it was not there on your account .
Bert: at 11:44:01
So it has been added now on the account.
Michael: at 11:44:49
In a nutshell, I signed up for an online promo that was offered to me. That package, including the
additional receivers and the upgrade from 30Mbps to 50Mbps should be $126.49 per month (incl free
HBO and Showtime).
Bert: at 11:45:21
You are paying $156.36 for all services including taxes.
Michael: at 11:45:23
My online bill shows it as over $300 - it was $380, but someone made a correction last week. For
whatever reason, on their end it showed the promo as $189
Bert: at 11:45:45
You have been given credit for $61.25 and now total balance is $241.16.
Michael: at 11:45:52
$30 in taxes seems high, can you double check that please?
Bert: at 11:45:56
This also includes the new month bill.
Michael: at 11:46:10
I'm being billed for two months right away?
Michael: at 11:46:19
I've only had the service for a few weeks
Bert: at 11:46:24
We charge the customer one month in advance.
Bert: at 11:47:12
Your new bill has been also generated for the billing period 02/06 to 03/05.

Michael: at 11:48:31
Ok, can you please check the total pre-tax per month that I'm being charged? If it's all correct, great. If
not, this is the 3rd time I've contacted TWC and you are the 7th person I've spoken with via chat or on
the phone. Trust me, I hope you're right and it's all corrected, but I was assured I'd be contacted
(which I haven't been for any of the tickets which were open) and I just want this to be done correctly
now so I can enjoy my service without the anger of dealing with poor customer service (you, not
included).
Bert: at 11:48:52
You are paying $7.37 as taxes on the account.
Michael: at 11:49:08
ok, so then $156 is still too high
Bert: at 11:49:30
We have some good offers for the existing customers as well.
Michael: at 11:49:32
I was quoted $126.49 per month including everything
Bert: at 11:49:32
I will provide you the online link to check out the offers and will also provide you the contact number
for the account services department.
Michael: at 11:49:51
don't want to hear about other offers, I want the one I agreed to to be handled correctly and honestly
by TWC
Bert: at 11:49:59
In this case, you will need to call the account solutions department and they will resolve the issue
right away for you.
Michael: at 11:50:09
give me the number
Bert: at 11:50:08
I will provide you the contact number for this department.
Bert: at 11:50:10
Please contact at 1-877-566-4892. Customer support is available 24/7.
Bert: at 11:50:12
Please be assured, your issue will be resolved as per your satisfaction
Bert: at 11:50:19
I will also make a note on your account.
Michael: at 11:51:03
I highly doubt that based on the service I've received so far. I'm not blaming you, but this is beyond
ridiculous. I didn't barter with or try to get a better deal - I simply accepted the offer you guys sent and
now TWC wants to change the terms. That's illegal.
Bert: at 11:51:35
Please accept my apology for any inconvenience you have experienced.
Bert: at 11:51:53
Once you call them , they will fix your account right away.
Michael: at 11:51:56
I appreciate your apology, but I simply want to pay what I agreed to pay.
Bert: at 11:52:17
I do understand your concern.
Bert: at 11:52:20
Please be assured, your issue will be resolved as per your satisfaction
Michael: at 11:52:58
I truly hope so
Bert: at 11:53:10
Thank you for understanding.
Bert: at 11:53:12
Is there anything else I can assist with you today?
Michael: at 11:54:55
No, I'm on the phone with someone named Chances now. Thank you for your help.