As an EX twc employee,

I can tell you will never hear back about your issue.
In training it was drilled into us that if you don't pay that is your own tuff luck.
The managers will ask the rep things such as "if she was in the hospital why couldn't the husband or other family member/friend drop the payment off or call it in for her?"
You are 100% right in saying their customer service sucks. That is why I felt that I wasn't able to do my job effectivley and chose instead of sticking up for poor management (not only w/customer service) to give up my free cable (thats right TWC employees DO NOT PAY for most services and the ones they do are at 1/2 price) and find an employer w/ a heart

Good luck but, I wouldn't hold your breath.