On 9/3/2010, I was checking my bank account to monitor how close I was to $0.00, when I noticed a bill for $351.22 from Time Warner Cable. After shitting in my pants about $351.22, I noticed a second item from Time Warner Cable processing for the same amount. Subsequently, I had a heart attack with shit in my pants…
It seems that anyone who was signed up for Time Warner Cable “Autopay” was double-billed for the September 4th bill due date.
So I call TWC to voice my objection, not to the $351.22, but to the $702.44 being “processed” from my checking account. I spoke with a super nice lady named April. She seemed genuinely interested in helping me. She mentioned the call she had right before mine had a similar issue.
I asked her when the second debt would be reversed, she stated she was not sure, but with the weekend coming up it might be next week. Apparently computers cannot process anything on Saturday’s or the “biblical day of rest” (Sunday for you pagans). This was compounded by the “labor day” celebration on Monday…yes the fucking irony is killing me as well…
Nonetheless, April and I agreed that I would check back with her on Wednesday (9/8/2010), as she was off on Tuesday. I figured no worries, she deserves an extra day off like. She gave me her number and extension so I could call her back directly. She suggested we give it a few days to see if it would reverse itself. She sent an email to the “people” in accounting and would wait for a response.
9-4-2010 – two transactions for $351.22…still processing, NO REVERSAL of PAYMENT
9-5-2010 – two transactions for $351.22…still processing, NO REVERSAL of PAYMENT
9-6-2010 – two transactions for $351.22…still processing, NO REVERSAL of PAYMENT
9-7-2010 – two transactions for $351.22 CLEARED and PAID to TIME WARNER CABLE, NO REVERSAL of PAYMENT
9-8-2010 – two transactions for $351.22 CLEARED and PAID to TIME WARNER CABLE, NO REVERSAL of PAYMENT
I called April on the 8th like agreed. She explained that in fact it was an error on their end and the “people” in accounting were aware of the issue, but had issued a memo to the customer service reps to “not send anymore emails to accounting”. I wish I were joking about that part…
I explained to April that I understood she had done what she could for me. She was upset and apologized several times. I asked her for the name of the Vice President of Customer Service and said person’s contact information. She gave me the person’s name, but did not have the telephone number and would need to ask her supervisor for it. She put me on hold…
FOR THE RECORD: The VP of Customer Service name I was given is Vickie Miner.
I explained to April there was no need to put me on hold, just email me Vickie’s contact info. April agreed she would.
This morning 9/9/2010, after not receiving an email from April, I called Time Warner Cable Customer Service number (816-358-8833). Before I could speak with a “representative” one of those “call deflection” messages explained that TWC was aware of the issue and that those impacted should expect a credit to their bank accounts sometime within the next 3-10 days…
It appears the “people” in accounting will need that much time to pull their collective heads out of Vickie’s ass and push the button to send the funds back. At the end of it, I TWC has $351.22 of my money. They have no right to these funds and their lack of urgency in rectifying this situation speaks to their arrogance.
The saga is ongoing…
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