Troubleshooter Diane Wilson helps Johnston County woman receive Time Warner Cable refund

A Johnston County woman canceled the service, yet she was still getting charged for it.
January 6, 2014 3:47:18 PM PST
A Johnston County woman cancelled her phone, cable, and internet service all to save some money.

Instead, she kept getting bill after bill charging her for a service she did not have.

"I cancelled one day, I turned in all my equipment," said Time Warner Cable customer Mary Koch.

Mary did exactly what she was supposed to do when she cancelled her services with Time Warner Cable.

"I went there, I turned in all my equipment, I said I'm turning off all my services with you, and I thought that was the end of story," explained Mary.

Instead, she got a bill from Time Warner Cable the next month for phone service that she did not have.

"I called them numerous times and they said we can't handle it, we need to call a supervisor to handle it," Mary recalled.

However, she could not get it resolved, and started receiving past due notices.

"It kept going on for months. I kept getting harassing phone calls, automated phone calls, I talked to people who said oh it's taken care of, and nothing was resolved until you helped me," said Mary.

I reached out to Time Warner Cable, and a rep looked into it, and admitted there was an unfortunate billing error in their system.

The good news, it has been corrected and all charges associated credited.

"I'm not getting collection calls anymore...Thank you so much for your help," Mary said.

The rep with Time Warner Cable apologized for the inconvenience.

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