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 I want a Bill!
Posted Mon June 9, 2008 11:03 pm, by Teresa B. written to Time Warner Cable
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I have used TWC since mid 2006. When I lived at my previous address I would get my bills each month. I moved to my new address in December 2007, since moving to my new address - in the same city and same zip code - I no longer get a bill.
I have complanined many times on the phone and in person over the past six months, but nothing has changed. I get the yellow bill which is the disconnect notice, however, I never get the regular white bill anymore.
This escalated this past week when my services were shut off due to a past due amount. I did not even get the yellow bill until the day after the service was turned off. I did not get a phone call nor an email either (as usually happens if I get behind). I had spoken to customer service 2 days prior to being disconnected about dropping my Showtime service, not once did she mention that I was past due. I also had tech support out that same week to work on my cable modem. No one told me that I was past due. How do I know how much I owe unless I get a bill? Why should I call in each month to find out what my charges are? Am I not entitled to get a bill? I have asked these questions many times of many different customer service reps and all I have been told is that they are noteing the account. One suggested I log on to the internet and see my bill. I tried that. Its not there! The yellow bills are there, but the white one with all the charges are not.
One customer svc agent told me that I was getting the bills. She says "it shows right here that we are sending them out". I told her that in fact I was NOT getting my bills and why would I lie about not getting a bill? Its not like I dont have to pay for it reguardless of a bill or not. She then went on to say that perhaps the postperson was putting it in the wrong box. For six months? I think maybe once or twice they might mess up, but six months in a row is highly unlikely. And if it were being put in the wrong box dont you think that the person getting it would send it back? I also mentioned the fact that no one notifyed me of the past due amount in any of the previous calls that week. She stated that not everyone has access to that information. The person I called about dropping Showtime would have had access to that information. I have had to call tech support in the past and they have told me that I was past due also. So I am not sure what she is talking about. The very next day when I called back to get the amount that I needed to pay, I spoke to tech support also, because I still have issues with my modem, he told me, with out me even asking, that I had a past due amount.
In all the time I have been a TWC customer I have only had 2 bad experiences and both were cleared up right away.
I would like the same results with this case.
Please figure out why I am not getting my bills in the mail. The reason this is so important to me is that when I moved from the Larkspur Address to the Brasesview address they stopped my package deal (the Trio) and I was paying full price for each individual service. Had I have been getting my bill I would have known about it right away, instead of finding out 2 months later.
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