Time Warner Cable (TWC) isn't yet a part of Comcast, but it's taking after its potential parent company in one very unfortunate way.
Comcast customers have complained about their billing account names being changed to insults like "*******," "*****," "dummy," and "super bitch." Now, the same thing has happened to a Time Warner Cable customer named Esperanza Martinez.
Martinez, of Orange County, California, provided Ars a copy of this letter she just got from Time Warner Cable:
After beginning, "Dear **** Martinez," the letter says, "We know you recently decided to cancel your services." But that is not what happened, Martinez told Ars.
"I am a current Time Warner Cable customer, and I just received a letter today addressed to 'C**t' Martinez ," she wrote in an e-mail.
"It is a letter stating I requested to disconnect my service, which I never did. I have escalated the issue to Time Warner Cable's Corporate customer service, and was told I will receive a 'follow up' call within 48 hours. The only information they could provide was that the name change was made on 2/12/15, which happens to be the same day I used their 'live chat' feature online and called in and spoke to a representative regarding an issue with my cable box. I was not upset even when they could not resolve my issue and had to send a technician out. I have no idea why a TWC employee would do this and risk losing their job. It shows what type of companies TWC and Comcast are by the people they hire to represent them."
After being contacted by Ars, Time Warner Cable admitted that one of its representatives changed Martinez's first name to "C**t" in the cable company's computer system.
“We are truly sorry for the disgraceful treatment of Ms. Martinez and have reached out to her to apologize directly," a company spokesperson said. "Our investigation showed that this was done by an employee at a third-party vendor. We have terminated our agreement with this vendor and are changing our processes to prevent this from happening again.”
offending letter can be viewed at the link
http://arstechnica.com/business/2015/02/time-warner-cable-calls-customer-ct-after-she-reports-cable-box-problem/
Comcast customers have complained about their billing account names being changed to insults like "*******," "*****," "dummy," and "super bitch." Now, the same thing has happened to a Time Warner Cable customer named Esperanza Martinez.
Martinez, of Orange County, California, provided Ars a copy of this letter she just got from Time Warner Cable:
After beginning, "Dear **** Martinez," the letter says, "We know you recently decided to cancel your services." But that is not what happened, Martinez told Ars.
"I am a current Time Warner Cable customer, and I just received a letter today addressed to 'C**t' Martinez ," she wrote in an e-mail.
"It is a letter stating I requested to disconnect my service, which I never did. I have escalated the issue to Time Warner Cable's Corporate customer service, and was told I will receive a 'follow up' call within 48 hours. The only information they could provide was that the name change was made on 2/12/15, which happens to be the same day I used their 'live chat' feature online and called in and spoke to a representative regarding an issue with my cable box. I was not upset even when they could not resolve my issue and had to send a technician out. I have no idea why a TWC employee would do this and risk losing their job. It shows what type of companies TWC and Comcast are by the people they hire to represent them."
After being contacted by Ars, Time Warner Cable admitted that one of its representatives changed Martinez's first name to "C**t" in the cable company's computer system.
“We are truly sorry for the disgraceful treatment of Ms. Martinez and have reached out to her to apologize directly," a company spokesperson said. "Our investigation showed that this was done by an employee at a third-party vendor. We have terminated our agreement with this vendor and are changing our processes to prevent this from happening again.”
offending letter can be viewed at the link
http://arstechnica.com/business/2015/02/time-warner-cable-calls-customer-ct-after-she-reports-cable-box-problem/
