Time Warner Cable / PayExpress

I have been using Time Warner Cable's PayExpress service to pay my cable bill online. I thought it was an electronic method of payment, but a recent payment was "lost" by Time Warner employees because they manually enter the payments submitted online. They incorrectly entered my checking account number so that the electronic check was not found, so they charged me a collection fee and a late fee totalling $15.25. When I received my next bill, I called Time Warner abount these charges, they claimed to send me a letter stating that my bank -Chase, returned the electronic check. I never received the letter. I called my Bank and they never received a request for an electronic check from Time Warner. Time Warner charged me for their mistake. They did not contact me by phone or by letter.

I suggest that everyone refrain from using company websites to pay their bills online. Instead use your Bank's Online BillPay, or better yet use the old fashioned method of mailing in your payment, because even the US Post Office is better at getting your bill payment delivered than private companies online payment "electronic" manually entered centers. Even better, the USPS will not charge you late and collection fees for their mistake.

For tworeasons I dropped Time Warner Cable because they are not interested in providing the best customer service. The first is detailed above. The second reason is I was a TWC Roadrunner high speed Internet customer from the very first when they provided this service in Austin for eight years in Austin, Texas. I payed the full 44.95 per month for 8 years. They offered discounts of 29.95/month to new customers for 6 months but never offered this discount to their original first time loyal Roadrunner Customers. I now suscribe to another high speed internet provider, and another TV provider.

Evan Henderson

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Interesting! I dropped TWC a couple years ago. They claimed they tried to direct debit my checking account but the balance was too low.

I contacted the bank after I found out exactly what day TWC tried to debit the account. The bank gave me a letter indicating there were ample funds available. I faxed the letter to TWC. They then changed their tune saying I did not have direct debit set up. Again the bank provided documentation saying I did so!

TWC had accepted my CC to get hte account back in operation in the mean time. Unfortunately, I have Vonage, so I need the internet to call TWC, but they shut it off! SO I spent about 1 1/2hrs on the phone with "customer service." Actually a better name would be customer disservice. The illiterate non-english speaking creetins could not understand even simple words like, "I want a supervisor."

So now I have DTV for tv. Talk about a goofball outfit! At least their billing is ok at this point in time.

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I am having a very similar problem. No-one as in TW Cable or payexpress can seem to help me retreive my forgotten ID to enter my logged calls area of Times Warner's billing. This is totally ridiculous!! TW get your dang act together! Someone has to have this information! I cannot believe what is happening..Does this mean if I cannot see my calls, I did not make any and therfore don't need to pay my bill? I wonder how they'd like that crap! TWCable you want too much for way too little. You have very serious issues to work out and as for me I am ready to cancel!

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I'm digging in to a potentially botched payment as well. What strikes me is that they are so low tech in such a high tech arena.

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This man's situation with Time Warner Cable is almost identical to what is currently happening to me. I used the PayExpress system, my bank has no record of the attempt to collect the funds and Time Warner charged me a $15 bounce-back fee, which they refuse to reimburse and worse will not make any effort to try to resolve the matter. Time Warner says they have no access to the PayExpress records and PayExpress says they cannot access Time Warner's records. I would call my Congressman but he's my boss and if i can't get it resolved with the weight of his office what is happening to those without this resource? The FCC needs to investigate the Time Warner Cable and PayExpress bill paying methods and processes.