Post by UsualNoise on Dec 12, 2013 17:54:40 GMT -5
Little activity around here lately, so I thought I'd post another confusing experience with TWC.
I have two CableCards on my account, no set-top boxes. Last month I started getting charged $2.35 for "Digital Programming Guide" (just "The Guide" this month). This seemed odd to me since I don't have the guide available on a cable box.
Spent FOREVER on the phone, first with a low-level clueless person, then a specialist, who ultimately determined that this guide charge is required for anyone with Digital Cable, regardless of whether you have a box or not. I complained that since according to their own website "The Guide requires a digital TV Set-Top Box" it is ridiculous to charge a customer for said guide when they can't possibly access it.
In fairness to the 'specialist', she spent a loooong time looking for a way around this charge since she agreed it didn't make sense. I would be fine if the charge was included in the digital TV rate itself, but the fact that it is listed separately (similar to DVR / remote fees) really annoyed me since it would seem removable for CableCard users.
Ultimately, the rep agreed to credit my account for a year's worth of fees ($29), which was great, but still doesn't address the underlying problem. Unsurprisingly, another head-scratcher from Time Warner.
I honestly think this charge, in your case, represents more of a shortcoming of their billing system than an attempt to charge you for a service you don't have. I encountered a problem more than a year ago when I agreed to sign up for the home phone at a promotional rate of free for one year. They could not find a way to zero-out the phone charge, so they gave me the savings elsewhere on the bill. In the end, I still got the phone for free. But, it would suggest that their billing system does not allow for all the possible variations of services and fees that their "specialists" can generate. So, they kind of make it up as they go along.