Review of AOL Time Warner

3 years ago

Hello,

Hello,

I have been a Time Warner Customer since 2012. Recently I set up an automatic payment, there was an issue with my card and I had to pay it myself online, rather than having it taken from my account automatically. I paid $200 dollars and I was only supposed to pay $117.85. I wanted to pay more because I was moving and didn't want to have issues. Thinking everything was ok, I continued about my life. One week later I was charged $117.85. I did not authorize the payment or save my credit card information to my profile. I called and was assured I would get the $117.85 returned to my card within 3-5 business days. I waited 5 days, called back and was told it may take longer depending on my bank. I waited 7 more days, called back and was told Time Warner has processed this and it's my banks fault, mind you I have never had this issue with my bank before. I called my bank they confirmed they did not receive any payment from Time Warner nor is a payment pending. I called Time Warner yet again, and was told everything was done and to wait. Almost three weeks later I call again because, I needed the money. I was then informed by one of your representatives that the refund was declined and it can't be returned. I was then informed they can refund the $200 instead because that is the amount that I paid. I waited another week, so in total I have been waiting almost a month for a refund. I did not authorize the payment of $117.85 that was taken out a week after I paid $200 dollars from my account. Your company has stored my credit card details without my consent, which is illegal, and I have yet to receive my $200 dollars. As a single mother with limited income, I am very disappointed in the level of service as well as the length of time it has taken me to get back my money. I was told that your company "did me a favor" because had the $200 not been applied to my account I would not have been able to move. Do I as a customer not have a voice in whether or not I continue my service with your company? I spoke to a representative today and was told they will process the refund today, and the money will be in my account within 3-5 business days. I trust that this will finally be taken care of and I will actually receive the $200 refund no later than 5 business days. Hopefully your company can use this feedback to keep this from happening to other "valued" customers.