Russell Township woman fights, wins battle over inaccurate Time Warner digital cable bill

Consumer turned to 5 On Your Side for help

RUSSELL TOWNSHIP, Ohio - A woman from Geauga County claimed her cable company wouldn't live up to the multi-year offer she had in writing, on a service invoice.

Linda Sacash was pleased when she signed-up for a 3-year digital package with Time Warner Cable back in November 2009.

The bundled service brought cable, Internet and phone service to her Russell Township home for just $89.95 per month.

Sacash claimed the sales person promised the promotional offer would run through November 2012, and that she would be subjected to an annual increase of less than 10 percent throughout the terms of the agreement.

However, Sacash reported her digital bill unexpectedly jumped to $179 in August, and when she called to complain, she was told her promotional offer would expire a year early.

"I just want to be treated fairly," said Sacash. "I'm willing to pay the 10 percent increase, but I just want to be bound by what they originally told me."

The 5 On Your Side Troubleshooter Unit took the case, and Troubleshooter Joe Pagonakis contacted Time Warner corporate headquarters.

The company responded immediately, admitting some 15,000 bills were processed inaccurately during the summer.

Time Warner quickly corrected Sacash's bill, and confirmed that her promotional offer will remain in place until November 2012, as stated in the Time Warner service invoice.

"I was just frustrated," said Sacash. "I've seen you help other consumers with their issues, and have resolved several of them."

Consumers should always keep all paperwork and receipts when signing up for digital service.  Ask for a customer service supervisor, if your first call to the company doesn't produce results.

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