Middle of June, I called TWC in Green Bay to let them know I am moving and when they should disconnect the service. I was instructed at that time to take my equipment with me to Texas. OK, no problem! Made sure to have that equipment in a box that would get unpacked first.
End of June, I place a call to TWC in Harker Heights to come out and install in the new place here in Texas. As the person is taking my order, they asked if I needed one or two boxes. I told them just once, since I brought one with me from WI. THIS is where the problems start.
Over a period of 6 weeks, I have made 6 calls to them in 6 weeks, asking that they provide boxes and shipping labels to return their equipment to them, since this was their error, and it was documented at my disconnect call for me to take my equipment with me.
6 calls - 6 weeks of waiting.
It is on the 6th call that I deal with a Katie with TWC Wisconsin. She is very willing to help me get resolved any issue I am having...and she finally did. She chuckled (and made a nice WTF kind of training did the first 5 people receive comment LOL) and said she would get them mailed out, then would call me as soon as they were mailed, and follow the process.
Tuesday, I got a call stating that the boxes were on the way (YAY!) and that once I get them, I should package up the equipment, and get it back out quickly. I then (for the 7th time) wanted to make sure that this was in NO WAY my error, and that it would not go to collections because after 60 days (I was told by caller 3 or 4 - cant remember now) it would go to the collection agency.
Wednesday, I get a call from Annie, the boxes have arrived (YAY!) so we can package up the equipment and get it back to them ASAP. SO far so good!
Friday, get home from Dallas, and the boxes are sitting in the living room. Again, good sign! I go out to the mailbox, and what do I find? A COLLECTION AGENCY NOTICE from TIME WARNER CABLE's ACCOUNT COLLECTION COMPANY!!!!!! WHAT THE #^$&^#^$^?????? Are you kidding me? 38 days (from the day I first called to the day it was mailed out)...and you are putting me into collections over something that was THEIR ERROR??? and in 38 days????
So I called TWC in Wisconsin, and lets just say I was JUUUUUUST a little upset! Actually I was beyond upset, to the point of infuriated doesnt even come close to how UNHAPPY I was! However, I did talk to a front line supervisor this time (Mitch) who assures me that this matter will be resolved by Wednesday. I also have his direct phone number, so on Thursday, when he doesnt call back, I will have a field day!
If ANYONE knows ANYONE who might have a contact with Verizon's FIOS, PLEASE let me know - I NEED to get away from TWC and their inability to properly conduct their business. They have destroyed my last straw!
J-Dawg
