August 2004 I signed up with Time Warner after buying my COOP. The COOP board informed me that my building was entitled to BULK rate for my TV service which I received. Time passed and I increased my service to include the Internet. Naturally my charges increased. I then bought another TV and had to lease another TV box, resulting in another increase Time passed I increased my service to include digital phone. You got it another increase. Each time I was assured that I was getting the bulk rate because of my address. When I added the phone I was given a promotion rate, I think for a year. Mind you….each of these changes understandably increased my monthly bill. Always thinking Time Warner would continue giving me the bulk rate without me checking my bill each month. I was stupid…..I trusted them.
On December 10th I went to my COOP board meeting. The group began discussing Time Warner vs. Fios (available in about 1 year in my area). The board told us to make sure TW was giving us the bulk rate. They said it would appear that way on the bill. I was confident I was getting this benefit because I was repeatedly assured of this. On December 12th I received my TW bill….low and behold NO BULK RATE on the bill
I immediately called and was on the phone with Serge for 20 minutes…15 minutes on hold. He came back to me and said my bill would now be reduced from $141.69 to $115.60. Because of the error they would give me some premium stations for a month, I said no way. I was put on hold for another 25 minutes waiting to talk to a supervisor. I hung up and called back and got Christian…who put me on hold twice for about 20 minutes then I finally got the supervisor Ed employee number 591454.
Serge said he couldn’t give me a credit and their records only went back a year. I can’t believe in this day and age of computers they only have this years records.
Ed, the supervisor, again offered me some premium channels for one month….valued at $14.99. I told him I was overcharged between $312.00 for anywhere from 3 to 4 years. They wanted to give $14.99 to offset the error. He should work for our government. I paid anywhere from $312 (1 year) to $1248 (4 years). $14.99….I don’t think so.
I think what happened one of their employees stopped giving me the bulk rate as I increased my service and I never noticed it when my services changed.
Anything you can do to rectify big business taking advantage of a senior citizen will be appreciated.
Thank you in advance for you considering this investigation.
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