A family turned to NBC 7 Responds after they say they were charged by Time Warner Cable for cable services after they sent in their equipment and switched to another provider.
Sandy Golden helps her 87-year-old father when it comes to his finances.
“I am meticulous with paperwork and I have everything documented,” Sandy said.
So, when her dad wanted to move one of his TV sets, Sandy called Time Warner Cable but discovered a problem.
“He [Time Warner representative] said something is really wrong here because we don’t have service with you,” Sandy said.
This was new to Sandy, who thought her father was still using Time Warner for his cable service.
Sandy soon learned her father was using Time Warner for phone and internet services but after speaking with company personnel and reviewing statements, she discovered her father was being charged for TV services even though he cancelled over a year prior.
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“I have an entire sheet on how many times I tried to call Time Warner Cable,” Sandy said, “I mean, at least 25 times I have called them.”
Each time Sandy says Time Warner Cable staff acknowledged the overpayment but no one refunded the money she says her father was owed. So, Sandy contacted NBC 7 Responds.
After providing a breakdown of the charges, Time Warner Cable apologized to Sandy and her father for the mix-up and offered her father a $1,200 refund.
In a statement to NBC 7 Responds, Communications Director Dennis Johnson said, “"We apologized to Dr. Skidmore for our internal miscommunication on his account. We have fixed the error and are giving him an additional credit on his services."
