Troubleshooter: Time Warner cable

May 16, 2011 3:37:00 PM PDT
When former cable customer Floyd Borden got a call from the retention department of Time Warner Cable, he says he was offered a great deal if he'd come back.

"They basically said we'll give you all of your services, we'll upgrade your cable, and give you everything for under a 100 dollars [per month]. We couldn't pass that up," he said.

Borden says he was sure to ask all the right questions.

"Are we going to be charged for installation? Are we going to be charged for service? Are we going to be charged like we're a new customer? And they said no, no, no, no, no," he recalled.

Borden says Time Warner installed their equipment and reconnected their services, but when he got his first bill, he got a shock. Borden says the charge was for more than $800.

"It had all the installation charges and fees on it. It had a number of service fees on it," he said.

The Bordens immediately called Time Warner Cable, and while they did get credit for certain charges, they couldn't get the original promised deal of all services for under $100 a month.

"Every time we talked to somebody, [it was] 'Oh well, we'll have our supervisor call you back.' Nobody every called,'" said Borden.

After months of calls, Borden turned to Troubleshooter Diane Wilson and we got in touch with Time Warner cable.

The Bordens now have their bill straightened out and the deal they were originally promised to come back as customers. Borden says despite the countless hours of time spent on the phone, it was worth it in the end.

"It's a matter of principal. If you are promised something and something is not given to you, based on just some of that, you just have to pursue it," he said.

A representative with Time Warner told ABC11 it's clear the company did not meet the Borden's expectations and blamed it on a series of unfortunate factors. He apologized for the difficulties and said Time Warner is happy to have the Bordens back as customers.

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