I am on my 3rd moth of not receiving a bill from Time Warner (internet, cable and land line).
I'm old school and prefer to do things the old fashioned way. Get a bill, write a check, mail it and be done with it.
I know that going paperless is an option but I don't want to have to resort to that if I can help it.
On Jan 3rd I had a message from the company (automated) to call them regarding my account. That is when I first learned that my Dec. bill had not been paid. If it isn't here....out of sight out of mind-type situation.
I paid over the phone by CC, minus any late fees and then it came to light that I should have had my Jan. bill by that time as well. My account was sent to escalation to try to determine what the issue was and I was told I would be receiving a call within 24 hours.
By Jan. 14th I had not received a call back, nor a bill so I called again to pay by CC (minus fees). The rep I spoke to on that 2nd call offered to make a change of address to my account but input my same address. She said this would sometimes trigger *something* and I would start getting my bill again as I have prior to Dec. She also made a copy of my 2 missing bills and hand addressed them to me. I did receive that correspondence from her as well as a computer generated post card from TW stating that a change in "bill-to" address had been made.
On Jan 22nd I still had not received anything so called TW again.
At this point they are telling me it isn't on their end. They have the correct address and nothing has been changed on my account that would cease delivery of a paper bill. I was also told that the escalation department had noted on my account that they had "contacted customer and issue has been resolved".....which never happened. I asked to speak to the person who made the notation on my account and is supposedly the person who contacted me and resolved the issue to no avail.
I was given a few options:
1) Go to another city with a brick and mortar office to get my total due and pay in person each month. I am unwilling to do this. I figure I pay them already to produce a bill and get it to me. I am not going to drive to another city each month.
2) I can go paperless and pay online. I would like to avoid this but know it is an option however something has gone amiss with my account and I would rather for the mystery to be solved.
3) I can make another change in the bill-to status and have it mailed to a P.O. Box which I don't have or family member/friends home. This plan isn't even an option I am willing to consider.
I have spoken to 3 different reps and someone a bit higher up or possibly in a different department as I was transferred when the last rep said she couldn't help me any longer. During all of my conversations with them I have been nothing but courteous and respectful. I know it isn't the fault of the person answering the phone however I am more than frustrated at the situation. While all of this has been going on I have even visited my local post office to inquire about missing mail (something TW tried to say was the culprit). USPS has done searches for missing mail or returned mail and nothing showed up.
My bill for Feb. has not shown up which was supposedly mailed from their office on 1/15. It has had more than enough time to reach me if it were coming.
I could cancel my service however this would be time consuming and expensive. I am in a contract that runs til August and would encounter a $75 fee. That isn't the expensive part. All of my business marketing material includes my e-mail addy which is through TW. I would not only have to replenish that but go through the process of informing all of my customers of the changes. I really just don't want to tackle that feat.
Does anyone have any ideas on how I might go about getting this issue resolved? I have nearly attacked the mail carrier on a daily basis in the hopes that something shows up.