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On 7/15/14 we moved from Irving to Denton and disconnected our TWC service. We returned the equipment to the Dallas Royal Lane Office, but had forgotten to bring the modem. We were assured that it was no problem-all we had to do was return it when we unpacked and found it. We had problems locating the modem while unpacking so I contacted TWC by phone regularly updating them on our search. After a month or so I started getting harassing calls from a collection agency. I tried to tell them the situation but they were not interested. After several of these calls I called TWC again and was told that even though I had a credit balance of over $50 it would not be returned until the modem was returned. I asked if I sent a check to cover the balance of the amount due for the modem would I then be refunded the $100 once we returned the modem. I was ASSURED there would be no problem. So I sent a check on 9/3/14 in the amount of $48.81 to cover the amount remaining due on the modem. That check was cashed and deposited in TWC's account. A couple of weeks later, we found the modem and physically returned it to the Dallas Royal Lane office on 11/19/14 for which I have a receipt. I was again assured that a refund would be forthcoming as that office could not issue refunds. I waited and waited for a check to arrive, but to no avail. Finally on 1/12/15 I called Customer Service and spoke with "Cyril". He assured me that he would take care of the problem and gave me Refund Reference # 20384477. Again, I waited in vain for a check. On 2/7/15 I called Customer Service again and spoke with Joe(NCE5) who also told me he would take care of the problem and send all the pertinent information to the refund department. He was able to find my closed account information showing a credit plus my check payment which cleared the amount owed. Again, no word from TWC. On 3/11/15 I again called TWC and insisted I speak with a supervisor. I was transferred to a Ms. Doralia Virgen. She asked that I email her a copy of my receipt for the returned modem which I immediately did. I got an email back from her stating she would send it over to their banking services and would follow up once she got a response. She said to allow 24-48 hours.On 3/22/15 since I had heard nothing from Ms. Virgen nor had I received my refund check, I again wrote Ms. Virgen and set out everything I had done to obtain the refund, including sending her a copy of the cancelled check for the modem. I have not had the courtesy of a reply from her for either the 3/11 or the 3/11 email. I indicated in my last email that I would be forced to involve an outside entity if I did not receive a check immediately. I did not receive a check nor a response from her or anyone at TWC. My husband and I are senior citizens, and $100 means a lot to us. I feel I have been more than patient since we returned the modem in November and have not only not had a check issued, TWC does not even bother to respond to emails. In addition, I feel I have been lied to by each and every person I spoke with at TWC. This is NO WAY to run a business in my opinion. We were TWC customers for many years, but since there was no service in the area we were moving to we had to change cable companies. I will never use TWC again even if they eventually come into our area. I am happy to provide copies of my emails and the attachments I sent to TWC. Thank you for the opportunity to try to get this resolved without incurring legal costs which was to be my next step when I came across this website.

"Just a few minutes after submitting this complaint, I was contacted by the company. He mentioned this site!! It worked! My husband is so ecstatic, he did not believe it would help. THANK YOU THANK YOU THANK YOU"