Spectrum Store — Local services in Bowling Green

It would be hard to adequately express the level of disgust and disdain I’ve come to harbor for Time Warner Cable. Let me explain:

Not only are they charging me what I think is a ridiculous rate for TV and internet service (approximately $180 per month), but they routinely jack it up $10 or $20 in what I presume to be their hope I won’t notice. When I do, I call and complain, and they give me the same BS about my promotion ending, then find me a new promotion bringing my bill back down to essentially the same rate.

This time the bill went to $213 per month! When I called I got some foreign sounding woman who, after placing me on hold for a period of time, informed me that unfortunately there currently were no promotions for which I qualified. I then told her it was time to start dropping services since there was no way I was paying this rate, and a great place to start was the phone service I haven’t used in over a year, but was told it would raise my bill if I dropped. She told me that to drop a service she’d have to transfer me to someone else.

This time I got a woman who seemed to speak English as a first language (a HUGE plus) whom I told I wanted to cancel my phone service, then see about downgrading or dropping my TV service as well, as I had come to despise Time Warner, and could not stomach giving them any more money than absolutely necessary. She then told me if I wouldn’t mind answering a few questions, she’d see what she could do to help me. I said “ask away”.

She asked me about my and my family’s phone, television, and internet habits and needs in a way that was obviously a canned sales pitch. She then put me on hold for a few minutes, then returned with another obvious sales pitch, outlining the exact same services I’ve had for years, quoted a “regular price” of about $300 per month, then another “promotional price” of… $180 per month in a tone as if she was trying to convince me I was getting something for free!

(So the first woman absolutely LIED when she said no promotions were available, and I was LIED to again when one employee told me the “non-promotional” price was $213 while the other employee said $300!)

I reiterated that I had ZERO use for the phone service (I don’t even have a phone hooked up to the line), and did not need the “super extreme” internet service, or 90% of the TV channels for which I was paying. She assured me that this was a package deal, and changing anything would just raise the bill. I told her I would then leave it as is at least while I looked for another provider, but asked about the $213 bill the website showed was due August 14. She told me that bill was already generated and service used, so there was absolutely nothing she could do about that bill. As my remaining patience had expired at this point, I told her she could stick the whole thing up her ass as whoever “generated” that bill could “regenerate” a new one, and there was NO F*G WAY I was paying that bill. After a brief pause, she informed that bill would be adjusted accordingly.

So not only am I posting this narrative online so that others might benefit from this information when dealing with these lying crooks, I’m also exploring forwarding a copy to local news outlets and our state’s Attorney General’s office, as it’s my belief that given the virtual monopoly TWC has on the cable market in Bowling Green, this degree of blatant lying to extort money from citizens is illegal as well...

I was a Spectrum customer for years in my area. I was a subscriber for both cable and internet services. Spectrum priced themselves out of the market for me with cable services years ago and I switched to cable. I kept internet with them for duration of my stay in the Bowling Green, KY area. When I moved, I called Spectrum on October 28th to cancel my service. I was notified that it was canceled, and told the lady on the phone that day that I was already in Colorado.

I come home from Colorado for the holidays and get my mail from my previous residence to find a bill from Spectrum. The bill says on it "Service from 12/6/19 through 1/5/2020". When I see this bill I call their customer service to ask about it. The automated system on the phone call says I have a "zero" balance. But upon talking to "Clint" on the phone I am advised that I have an outstanding month of service from Oct. 6 - Nov. 5. I was asking how that was possible, and took offense to the statement that I get charged for a full month of service and there was no prorated amount since I canceled before a full cycle. I asked Clint to send me to his supervisor, which I was forwarded to "Qua (sp.)". While on the phone with Qua I was advised that the charge was for outstanding equipment and not service. I canceled cable approximately 3 years ago and never received a notice or bill for outstanding payment. I was also advised that my account had been pushed to Collections since it was "3 months (according to Clint)" or "45 days (according to Qua)" past due. I was treated very rudely on the phone with both reps talking over me and not allowing me to depose my questions properly.

I received another return phone call from "Willamena (sp)" and she advised me that she had done a random pull of my conversation earlier today. She admitted that "some feedback" needed to be given to both Clint and Qua, and apologized for the interaction. She also told me that she is the supervisor over Clint and Qua's supervisor (Tim) and wanted to address this directly. She did answer the questions to me that this was NOT an equipment issue but was a service for the final month. Also, that their collection policy is internal after 60 days, and then external 60 days after that. She also tried to say that she listened to my initial call from cancellation and that I did NOT advise them as to when I was moving, which is grossly inaccurate. I told her she needed to listen to that call again because I advised the cancelling agent that I was already in my apartment in Colorado (I had actually moved in 5 days prior on the 23rd). At no point was I asked for a forwarding address, and I was advised that upon cancellation I lost the "My Account" access immediately (even though I was getting charged for a full month of service).

Finally, my mother (and my family) had been loyal Spectrum customers since 1982 at her residence. I was young when we first began our service back when it was Insight Communications and possibly even another name before then. I advised Willamena that if I couldn't get this pulled out of collections and eliminated due to all of the issues and admitted discrepancies on their end, that they would lose a customer of 37 years. Spectrum, as it stands, has decided to stick to their guns and push for $110 from me and lose a customer of 37 years even after admitting many faults in the communication and treatment I...

My wife and I were looking for a house in a more rural part of Warren County, but we needed somewhere with reliable Internet service. I work in IT and often work from home, so having quality Internet access is an absolute must. We found a place near the Allen County line that we were interested in. Before moving on it, I chatted in with Spectrum to see if they offered service at that location. They said yes. I also called and spoke with a customer service rep. They said yes as well. I even went on their website to build a package; it let me put in the address for the location and go as far as to build my package.

We close on the house. A few months later, after finishing some significant remodeling, I got back on Spectrum's website to build my package. Except this time, they can't "find" my address. So I chat in. The rep tells me they have never offered service out there. I tell her I talked to two different people and they each told me we were good. She said she didn't know why they said that. Then my wife called in and asked the same thing, also telling this particular rep how we were able to build our package on their website. Her response? "Well, you can't trust everything you read on the Internet". Keep in mind: my wife was referencing Spectrum's own website.

So I chat back in one more time. At this point I had practically given up, but I just wanted to see if maybe the first two reps were flukes and I could get a hold of someone who could help us out. I was basically told the same thing as the other two, but also something else that was pretty shocking: when I asked the rep why I was able to enter my address on their website and build a package, she informed me that Spectrum's site does not detect that an address is outside their service area until you try to purchase the package. Meaning, I was able to enter my address, put together what I wanted to buy, and I would only be told I was out of luck when I went to pay. She said the address was added to a "list" at this point. I told her that was incredibly deceptive and she apologized, immediately closing the chat.

This...