Time Warner is not honest about detailed call history

[jlzbth]

When I switched to Time Warner digital phone, I saved about $20 per month. I liked all the "benefits" that were offered with the service. The one benefit that made me switch to Time Warner digital phone was the detailed call history was supposedly available online. After the billing period, I went online and discovered that none of my calls were on the statement except for the few out-of-state calls that I had made. I called customer service to find out why, and she said that the statement only keeps track of long-distance calls. It does not keep a record of local, toll free, or in-county calls. Since I need to keep track of all of my calls, I asked how to get outgoing records, and that was when I was informed that I need a court order to get my own outgoing call records.

I was extremely surprised by this, so I recommended to the customer service representative that if they didn't have *detailed* call history available, then either they should start offering it or stop advertising it as one of the benefits.

This is not the only time I have been the victim of false advertising by Time Warner and I am starting to get frustrated. I have even reread all the fine print on the entire agreement and searched everywhere on their website. I found nothing stating anything about having to have a court order to be shown my own outgoing call history. I am wondering if anyone else has experienced this problem with Time Warner Digital Phone. Also, I would like to get advice on what I can do to get the information that I am legally entitled to without having to get a court order for every month.

[dent]

Did you ask why you needed a court order to get your outgoing call? It seems crazy that you would, and it also seems like the customer service rep my have been making that up. Did you try other reps?

If it is true, you should send it to the news or eff or something similar.

[jlzbth]

When I was on the phone with the representative, in her words, "It's understood that detailed call history means non-local calls."

I have emailed Time Warner asking for further explanation to why I need a court order, but I didn't get an answer yet. I'll post their response later.

[jlzbth]

This problem is just getting more confusing. When I e-mailed to customer service, he said that any call within the United States including local calls should show in the call history. When I logged on and they still didn't show up, I called the number that he gave me. I read the email of the specialist to the phone rep and he put me on hold and asked around. No one had heard of anything changing and said that I would still need a court order for local and in-county calls.

I already knew that Time Warner has mediocre customer service, but the incompatibility is just unprofessional. Two different customer service reps are telling me two opposite things. Still, the website claims to offer detailed call history. The online statement even has a category for local toll and long-distance calls, but only the long-distance calls are listed. It’s clearly false advertisement and perhaps is something I should file with the Better Business Bureau.

I’m curious if anyone else is having this problem with the call history. I don’t think that many people pay attention to their call history and that may be why Time Warner can list it as an extra-benefit without people noticing that they don’t really offer it. It is simply to make their list of extras longer.

[dent]

That is definitly something worth looking into. Have you tries asking around someplace such as dslreports.com?