How Time-Warner Cable Swindled Me for $159

I subscribe to Time-Warner Cable for television and internet. About once each year, I have a problem with my billing and am forced to contact what they call "customer service" I always come away angry and frustrated. It must be that time of year.

Last month, I came home to a note on my door stating that my cable service would be disconnected unless I contacted a representative immediately. I pay my bill as an electronic transfer through my bank's website, so I couldn't understand what the problem could be.

I called "customer service" and was served up two frustrating hours. No one I spoke with was able to explain to me what was wrong with my account, only that if I didn't pay $159 immediately, my service would be disconnected. I paid my March bill (the usual amount, $110) plenty early, and my April bill wasn't due for two weeks. After talking to multiple CSR's, hearing the usual nonsense about me "splitting my bill" and "having my payment returned," I got hung up on, transferred to multiple departments and had every one of my requests to speak to a supervisor ignored. This reflects every experience I have ever had calling Time-Warner.

I finally got to someone in "recovery" in another state who explained that my electronic payment had been returned to my bank. I was on my bank's website while on the phone and stated that there was no sign of the funds being returned to my account, only debited. The out-of-state rep told me to take a print-out of the transaction in to the local Time-Warner office and they would straighten it out. However, if I didn't pay the $159 that night, my service would be turned off and I would have to pay reconnection fees. So, I reluctantly made a payment using my debit card. I also had my bank trace the March electronic payment to make sure it was received.

A couple of days later, bank tracer in hand, I took time off work, drove to the nearest Time-Warner billing office in Kent, 45-minutes from work, and presented my documentation. The counter rep, a nice young guy, kept saying, "wow, this is really a mess" and "well, this should take care of it." I told him that should doesn't increase my comfort level. I badgered him until he could assure me that the $159 would be credited toward my April bill and I would end the billing period with a negative balance.

Of course, when the May bill arrived, I owed both the April and May payments. I did exactly what Time-Warner hoped I would do. Rather than have another frustrating experience with their "customer service department," I simply paid both bills. So the criminals at TWC milked an extra $159 from me, as I'm sure they do plenty of people.

At the end of this billing period, I'm cancelling my cable service. Most of my friends switched to AT&T U-Verse and seem happy with it. So fuck off, TWC, forever.