Time Warner clears up billing confusion

Cable Fee Confusion

By Kerri O'Hara

July 22, 2010 Updated Jul 15, 2006 at 12:19 AM EDT

David and Debbie Wood of Conklin call this camper home.
It's all they have left.
Flood waters destroyed the house they once lived in.
"It's been nuts, trying to get on your feet and go on with your life," Debbie Wood said.
Part of that process is counting their losses.
That includes damaged cable equipment.
Equipment owned by Time Warner Cable.
"They situated my bill and took my boxes, and gave me a piece of paper saying it was going to cost me up to 500 dollars," Wood said.
It's receipts like these that are causing confusion among cable customers. The reciepts say people will be charged up to 500 dollars for damaged cable equipment, but Time Warner says that's not the case. The company says these are general receipts given out to all customers, and flood victims can be assured they won't be charged.
"A customer who has equipment lost in the flood will not pay for that equipment, even if they don't have insurance," said Dave Whalen, a Time Warner Cable representative.
Customers with insurance are asked to claim the cable equipment losses with their insurance company.
If they're not covered, Time Warner will foot the bill.
But Whalen says all customers will still see charges for damaged equipment.
That doesn't mean they have to pay.
"The purpose of putting it on a customers bill to begin with is so we can get a financial accounting of what the potential losses are going to be," Whalen said.
Losses that add up for Time Warner, but are just a drop for people like the Woods.
"A cable box, who thinks of taking a cable box? Not me. That the last thing I'm going to worry about," Wood said.
And Time Warner agrees, that's the way it should be.

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