info: at 0:15:47

Thank you for contacting Time Warner Cable. A representative will be with you shortly.
info: at 0:17:47
All representatives are currently assisting others. Your estimated wait time is 0 minutes and 58
seconds. Thanks for your patience.
info: at 0:19:12
You are now chatting with Gabriel.
info: at 0:19:12
** Please do not share credit card information in this window. If credit card information is required,
the agent will push a separate and secure form to you. **
Gabriel: at 0:19:22
Thank you for contacting Time Warner Cable, home of the best Triple-Play offer. My name is
Gabriel. What services can I help you get today?
Michael: at 0:19:41
Hi Gabriel, I just logged into my account for the first time to review things. It says my monthly bill is
$189, it should be $60 less than that. When I clicked for an explanation, it says I have 3 HD DVRs, I
only have 1 and 2 regular boxes. Can you help me with this?
Gabriel: at 0:20:24
Let me check your account here. Can I please have your account number and 4 digit pin?
Michael: at 0:20:56
464096903
Michael: at 0:21:02
2171
Gabriel: at 0:22:03
Thank you. Please stay connected while I pull out your account here.
Gabriel: at 0:25:37
To further assist you with your concern. I will need to transfer you to our Online Customer Service
Center their phone number is 1-866-410-4446. Our representatives are available Monday to Friday
7.00 am to 12.00 am EST. Saturday and Sunday 7.00 am to 6.00 pm EST. SInce this is the sales
department I only have access on adding or upgrading service on your account. Please stay connected
while I transfer you now.
info: at 0:25:43
Please wait while I transfer the chat to the appropriate group.
info: at 0:25:44
You are now chatting with Vince.
info: at 0:25:44
** Please do not share credit card information in this window. If credit card information is required,
the agent will push a separate and secure form to you. **
Michael: at 0:26:11
Hello Vince, can you please help me with this issue?
Vince: at 0:27:12
As I understand you were informed that the monthly rental would be approximately $60 per month
but the actual monthly rental on the account is $189.00, is that correct?
Michael: at 0:27:51
No, the monthly price for my bundled services should be $129, not $189, a difference of $60.
Vince: at 0:28:20
Was that including both the services (Cable TV and Internet)
Michael: at 0:28:27
yes
Vince: at 0:28:33
Okay.
Vince: at 0:28:57
May I know the name of the Sales representative, who helped you in signing up this account?
Michael: at 0:29:12
it was done online
Michael: at 0:29:28

I can pull up the order confirmation, I believe it had all the pertinent information
Vince: at 0:29:39
Please.
Michael: at 0:30:14
one minute, on external drive.
Vince: at 0:30:21
Sure.
Michael: at 0:32:29
3002508125
Michael: at 0:32:49
that was the order confirmation number
Vince: at 0:32:56
Alright.
Vince: at 0:33:02
I need to escalate your issue for additional research.
Vince: at 0:33:07
You will be contacted within 2 to 3 days , or less.
Vince: at 0:33:13
I apologize for the delay, but I do want to ensure that the proper resolution is found.
Michael: at 0:33:16
thats fine, so long as it is corrected
Vince: at 0:33:21
Please provide me with your preferred email address, phone/cell number, where you would like to be
contacted by the escalation team.
Michael: at 0:33:24
will they call me? email me?
Michael: at 0:33:33
mike.huntoon@gmail.com
Vince: at 0:33:44
Thank you for the information.
Vince: at 0:33:48
Thank you for your cooperation and understanding.
Vince: at 0:33:54
Please allow me couple of minutes while I generate the Ticket number for you.
Vince: at 0:33:57
This ticket number is very important for the future reference.
Michael: at 0:34:17
no problem, so long as this is resolved. I'll keep the ticket and a copy of this transcript in my records.
Vince: at 0:34:32
Sure.
Vince: at 0:34:36
Please stay connected.
Vince: at 0:37:02
Thank you for waiting. I appreciate your time and patience.
Vince: at 0:37:06
I've escalated your issue on high priority and it would be addressed by the dedicated team.
Vince: at 0:37:12
Please be rest assured, you'll get the reply from their side as soon as possible.
Vince: at 0:37:16
The ticket number is: 20466142.
Vince: at 0:37:24
Please click on an envelop sign on your chat window and this chat transcript would be emailed to
your desired email address, so that you can have this conversation saved for any future references.
Michael: at 0:37:33
Thank you, Vince. I appreciate your help.
Vince: at 0:37:38
You're welcome.

Vince: at 0:37:41
Please be rest assured, you will get the complete assistance on your request and you can consider that
the issue is resolved.
Vince: at 0:37:45
Is there anything else I may assist you with today?
Michael: at 0:38:03
No, I believe that is all. Have a good night.
Vince: at 0:38:09
Wish you the same.
Vince: at 0:38:10
Please click on 'End Chat' and share your feedback. We appreciate you contacting us today.