Well, thanks for the verification.  I knew that TWC was in a race to the bottom in customer service.  It looks like they have reached their goal.  This reminds of a line I used a few months ago to a representative of ExpressScripts, which is an online pharmacy I'm forced to use most of the time by my Medicare Disadvantage Plan.  After a particularly horrible customer service exchange that involved numerous messages left on their website which were answered by robots masquerading as people or people masquerading as robots (couldn't figure out which it was), and several phone calls from different departments that didn't communicate with each other and didn't trust their agents to make any reasonably simple decisions without consulting equally clueless supervisors I said the following: "I'm really glad that you have such miserable customer service, because I own stock in your company (true at the time), and I've made a big profit on my investment.  I believe your company's lack of putting proper resources into customer service has boosted the bottom line and your profit margins, and thereby helped increase the value of my stock."  Needless to say that left the agent speechless, until she was able to figure which prepared script to reply with!