TWC is an eclectic company and that fact is well illustrated by the opposing reviews in this Forum.
Most of the time it is a dinosaur whose head does not know where its tail is or what it is doing. Then scattered in the miasma you can stumble upon a few pearls as I have done over the years of fighting this corporate beast.
A couple of years ago I found a very professional and competent executive in the Raleigh local office. He helped me settle matters for two years and the transaction was running on silk with automated bank payments. Then the contract expired and the beast came back again for blood or I should say cash.
I did not contact the excellent executive again because it could have had a negative feedback from higher up and he was too good to deserve that. [I know how it works – been there, done that]
I went to battle on my own again and I discovered two very good customer service persons. The first one, Sabrina, was knowledgeable and she really tried to help but she could not do much with the built-in constraints. If she could not help me, it was not for her lack of trying.
Later, I called a second time and I had an exceptional CSR responding. Jason dissected all his corporate options to try and find me a better deal but he could not improve on the situation. I rarely came across such good will, pleasant manners and patience.
My purpose in writing is to show that the Den (TWC) harbor a few pearls in customer service and if only it allowed them a little more freedom of action the company would be in much better shape commercially.