Comcast has recently come under scrutiny for calling some of its customers foul names on their billing accounts, and it seems like Time Warner Cable (TWC) is following suit.
Esperanza Martinez of Orange County, California, told Ars Technica her name was listed as “C**t Martinez” on a letter she recently received from TWC. The letter discusses Martinez’s decision to cancel her service, but she said that’s not the case.
"I am a current Time Warner Cable customer, and I just received a letter today,” she said in an email. “... It is a letter stating I requested to disconnect my service, which I never did. I have escalated the issue to Time Warner Cable's Corporate customer service, and was told I will receive a 'follow up' call within 48 hours.
“The only information they could provide was that the name change was made on 2/12/15, which happens to be the same day I used their 'live chat' feature online and called in and spoke to a representative regarding an issue with my cable box.”
TWC admitted that one of its employees changed Martinez’s name to the offensive slur. “We are truly sorry for the disgraceful treatment of Ms. Martinez and have reached out to her to apologize directly," a company spokesperson said. "Our investigation showed that this was done by an employee at a third-party vendor. We have terminated our agreement with this vendor and are changing our processes to prevent this from happening again.”
Martinez is still baffled that it happened. “I was not upset even when they could not resolve my issue and had to send a technician out,” she said in the email. "I have no idea why a TWC employee would do this and risk losing their job. It shows what type of companies TWC and Comcast are by the people they hire to represent them.”
Comcast plans to buy Time Warner Cable in the future. Fittingly, they both have some of the worst customer service ratings in the American Customer Satisfaction index.
Martinez has been offered a free year of service, and TWC has apologized to her.