I had been a customer of Time Warner Cable since they took over Comcast in my area. For more than 15 years, I I subscribed to their cable and internet services and had reasonably good service. Last month I moved to an area that TWC did not service, so I had to cancel my account. But before I did so, I had some questions concerning their cancellation procedures and requirements. I also needed to know what would happen to my TWC/Roadrunner email. To my surprise and annoyance, TWC's website provides NO specific information whatever about cancelling a residential account, nor does it provide the ability to do so online. The only option provided is to call a TWC representative These representatives are "retention experts" who will exhaust every possibility to keep you from cancelling. Not wishing to subject myself to that ordeal until it was absolutely necessary, I used the live chat customer support option to have my questions addressed. Roadrunner webmail is a bare-bones, substandard email service, and I was aware that I could not retain my email address when I cancelled my TWC service. Not only that, but was told that my Roadrunner emails and contact list could not be transferred to my new gmail account. In order to retain the existing email, the representative suggested that download them to a program like Outlook. Though I would not have access to my roadrunner account after my TWC service was cancelled, mail could automatically be forwarded to my new gmail account for 60 days. This seemed a reasonable solution, so after my remaining questions were addressed, I logged off feeling a little better. A few days later I had another question and used the live chat support option again. Before signing off, I asked the rep to confirm the information I had been given concerning terminating my email address. This person informed me that my mail would NOT be forwarded, but that I would still have access to my roadrunner email for 30 days after the account was officially cancelled. I wasn't happy, but with so many details relating to my impending move, at least I could put off dealing with this issue for a few weeks. Yesterday I realized the 30 days were nearly up, so my husband tried to retrieve his mail, but neither his user name nor password worked. I tried a few hours later with the same result. When asked to provide the phone number on the account, a message came back that it was not a known account. I immediately contacted a rep through live chat, who confirmed that the account could not be accessed, but that perhaps the email technical support could help. The second tech researched the issue and regretfully informed me that my when my TWC account was cancelled on November 14, all email associated with the account was deleted from the server. He further informed me that this is customary and new nothing about a 30 day access period. Trying to be helpful he asked the floor manager to see if anything could be done to retrieve my mail. After 30 minutes of research and attempts, the manager confirmed that all of my mail had been permanently deleted and he knew of no way to get it back. The only recommendation he offered was to report the issue to the department that handles official complaints for their review. These reckless, insensitive business practices must not be permitted to continue. But I just don't know where to start.

We are a small business that signed up for TWC's internet and phone services. We recently switched to a new phone system and when we tried to reduce our TWC service to only internet service, we were told that we would have to pay more than $8,000 for ending our contract early because we still had 5 years left on the contract. That was news to us. The version of the contract we signed does not include any service term period. However, the version of the contract TWC produced has a service term period included. That only could have been included on the contract AFTER we signed the contract. We are not legal experts, but altering a contract after it has been signed without the consent or knowledge of both parties seems to meet the threshold of contract fraud. Unfortunately, we have not been able to find anyone at TWC to resolve the matter as we have gotten the run around. At this point it appears that we may have no recourse other than to pursue legal action. We have since spoken to our attorneys who concur on the merits of our case but all things being equal we have better things to spend our time and money on than to sue TWC for damages and legal fees as well as to get them to honor the contract we signed. We are open to any recommendations.

I received a call from a collections agency today advising Time Warner had turned me in for not playing my bill. I cancelled their shoddy, over-priced service in December 2013 and signed up for another provider's services. I physically took my equipment to their local office, turned it all in, and paid my final bill. I received a bill a month later for 0.01 (yes, that's a bill for one single penny)! I laughed and decided I'd hand deliver a penny to that same office the next time I was in the area. A month later, I received a larger bill (over $60) for a "Contract Cancellation Fee". The last contract I physically signed with TW was approximately three years ago for a package that included Turbo Road Runner, and that special promotion expired two years later. I have NOT physically signed ANYTHING for Time Warner since that initial promotion, yet they tell me I am still "under contract" with them and I owe them this money.

Fast forward to yesterday. I receive another TW bill in the mail for over $70 this time (the initial 0.01 I owed them, the $60 cancellation fee, and now late fees on top of that). This morning, I receive a phone call from a collection agency advising my account was turned over to them on February 10th for collections. Apparently, their accounts department moves quicker than the US Postal Service. Customer service was less than helpful, and advised me I was still showing "under contract" and I needed to pay the $70+ to settle my account. Unreal.

Time Warner Cable automatically rewnew contracts, increases yoru prices and then charges you a "termination fee" if you cancel services. This is fraud and this type of behavior needs to be stopped. Is there a class action suit against TWC? If not, one should be initiated. This has to be the worst company in America.

I was interested in the triple play package from Time Warner and called customer service. Once I was able to talk to someone they informed me that I could not get the triple play package for $89.99 because I am existing customer. I expressed my disappointment with TW and asked to speak with a supervisor. The customer service rep told me talking to a supervisor would not help because they don't have the power to adjust pricing or approve pricing. I said I would still like to talk with a supervisor to express my disappointment. The rep told me they would contact me within 24 hours and I never received a call.
Now I understand having promotions for new customer to draw in new business. But what about taking care of your existing customers? I feel it is very unfair that an existing loyal customer is not able to have a similar offer. Once again I understand giving a new customer a price break but how does Time Warner feel it is fair for a loyal existing customer to pay almost a $1, 000.00 a year more for the same service? With a business theory like this it is hard for a customer not to look at other options.

If you call in and ask to speak to the Retention Department and let them know that you are unhappy with the price that you are paying and are thinking about leaving for a cheaper price on the same services, they will not want you to leave TWC. Then they will either adjust your bill or give you the package that you want and you will have a price lock guarantee for a year and if you decide that you do not want one of the services before that year is up, you will not have any penalties. I know that this works b/c I do it every year.