round 2 with twc

Upon noticing that my upload speed is now capped at 2mbps and not the 5mbps I was promised... here comes round two! I think I've done all I can.

====== Chat Transcript ======

Troy: Hello.
Troy: How are you doing today?
You: Good, how are you?
Troy: Glad to hear that!
Troy: I am doing fine. Thank you for asking.
You: Earlier today, I spoke with a representative named Adam who said I was being upgraded to 20 down/5 up speeds. I see that my download speed is now at 20, but my upload speed appears to be capped at 2.
Troy: Let me explain you this. You have Turbo Internet on account and Below is the Internet plan we have.

For Turbo Internet service, Download speed is 20Mbps and Upload speed is 2 Mbps.
For Extreme Internet service, Download speed is 30 Mbps and Upload speed is 5 Mbps.
You: I have the chat transcript from the conversation with Adam, and I even clarified and had him confirm that it would be 5 Mpbs upload.
You: [pasted chat transcript from before]
Troy: I am sorry there might have been some miscomunication.
You: I made it very clear though.
Troy: You can get upgrade speed of 5mbps but it is under extreme Internet.
Troy: We do not have package for turbo which gives 5mbpds speed.
You: Then why did he offer it to me and then confirm it when I double checked?
You: It doesn't seem right that I agree to a plan and then get something else.
Troy: I can help you with $59.99 for Extreme Internet.
Troy: For Extreme Internet service, Download speed is 30 Mbps and Upload speed is 5 Mbps.
info: Please wait while I transfer the chat to the appropriate group.
info: You are now chatting with Tim.
Tim: Thank you for waiting.
Tim: Hello!
You: Why was I transferred?
Tim: I apologize for the inconvenience caused to you.
Tim: It was system glitch and chat got automatically transferred.
You: Do you still know what the problem is, or do I need to restate it?
Tim: No I have read the above chat script.
Tim: You do not have to repeat.
You: Alright, are you prepared to give me the 5mbps upload speeds Adam promised?
Tim: I see that you are having the Turbo Internet and you want to upgrade to Extreme Internet with the Uploading speeds of 5 Mbps and Downloading of 30 Mbps. Am I correct?
You: Nope.
You: Let me clarify for you.
You: Earlier today, I spoke with a representative named Adam who said I was being upgraded to a plan with 20 mbps down and 5 mbps up.
You: I asked him to confirm what he said and he confirmed it. I have the chat transcript.
Tim: I understand your situation. Also, I apologize for the wrong information provided to you. The turbo Internet is having Uploading speed of 2 Mbps and Downloading of 20 Mbps and then Extreme Internet with the Uploading speeds of 5 Mbps and Downloading of 30 Mbps.
Tim: There is no Uploading of 5 Mbps and Downloading of 20 Mbps.
Tim: We do not have any Internet service with Uploading of 5 Mbps and Downloading of 20 Mbps.
Tim: You can also check this link for the speeds we have .
Tim: http://www.timewarnercable.com/en/internet/internet-service-plans.html
You: I changed my account, based on wrong information. You misinformed me. That really isn't cool.
You: I mean, I'm looking right at this chat transcript. He said, "We do have promotional package of $49.99 with download speed of 20mbps. Would you like to upgrade to that plan?"
You: I said, "What is the upload speed of that plan?"
Tim: I did not misinformed you but I am extremely sorry for the wrong information provided by my fellow representative.
You: He said, "You will have upload speed of 5mbps."
You: I said, "You're offering me 20 down/5 up for 12 months at $49.99 and then the same speed for $54.99 after 12 months?"
Tim: No that is not correct.
You: He said, "Yes correct"
You: I'm looking right at it.
Tim: The 20 Mbps is having Uploading of 2 Mbps.
You: After 12 months, the deal he offered me still costs more than the Earthlink option I described to him, which was $20 down/5 up for $52
You: EXCEPT that he said it was 5mbps upload.
Tim: Can you also paste the chat script from adam on this chat.
You: the whole thing?
You: the formatting is a mess when I paste it
You: [Pasted chat transcript from before]
Tim: In this case if you want I will downgrade your services back to Standard Internet and provide with the adjustment for the Turbo Internet on the account or I can escalate your issue for additional research which will be looked by our Dedicated specialist team. You will receive a response within 2 to 3 business days, or much before this time.
You: What does "provide with the adjustment for the Turbo Internet on the account" mean?
Tim: As our representative Upgraded the services by informing you for Uploading of 5 Mbps but it is 2 Mbps.
You: I don't understand the first of the two options you described.
You: Downgrade the services and do what
You: ?
Tim: Okay.
Tim: I can escalate the issue to our dedicated specialist team and they will check into the issue why it was said as Uploading 5 Mbps for 20 Mbps Turbo Internet and contact you with the resolution.
Tim: Or else I can bring back to you with the standard Internet which you were having or Upgrade the Services to Extreme Internet with Uploading speed of 5 Mbps and Downloading of 30 Mbps.
Tim: For $59.99 per month for 12 Months.
You: At the very least, you should leave me with what I have, since you promised even MORE than what I have. On top of that, you should escalate it and find out why I'm not being given what your representative promised and I agreed to.
Tim: With the Extreme Internet you will get free wifi also.
You: I'm not trying to be difficult or be a jerk, I'm just going off of what was told to me. It's why I clarified it back to him, to be sure.
Tim: I will escalate the issue. But let me inform you that there is no Internet services with us which have 5 Mbps Uploading and 20 Mbps Downloading.
Tim: Yes I agree with you.
Tim: Please provide me the email address or Phone number on which you want our Escalation team dedicated specialist team to contact you.
You: [email] or [phone#]
Tim: Please allow me a minute or two to provide you with the escalation ticket number.
You: And to be clear, he stated a deal, I asked him to confirm, he confirmed it, and we agreed to change my account based on that. That's a pretty clear-cut issue, as far as I can tell. The fact that specific download speeds have to be linked to specific upload speeds doesn't make sense to me.
Tim: .al1
Tim: Alright.
You: And at the end of it, you're saying he basically lied to me and I allowed him to change my account based on that lie. It'd make the most sense if you gave me the 30 down/5 up plan for the cost of what he suggested.
You: But that's just me.
Tim: I realize the significance of getting this resolved. For an immediate resolution, I've escalated the issue. The time frame of 2 - 3 business days is the maximum time frame, however, we do try our best to provide a solution much before this time. Please note your ticket number for escalation 19916515.
Tim: I apologize for the delay, but I do want to ensure that the proper resolution is found.
Tim: Please be assured your issue will be resolved to your satisfaction.
Tim: I have escalated your issue to the escalation department and marked as urgent. You will receive the response as soon as possible.
Tim: You can see on left hand side on top the envelope Icon on this chat window and enter your email address and get the chat script emailed to you.
You: And in the meantime, you haven't donwgraded my account?
You: downgraded*
Tim: No I have not touched your account.
You: Ok, I'll wait for them to contact me.
You: Thank you for your patience.
Tim: You are welcome.
Tim: For your future reference, You could refer this link and login to check offers applicable to your account: https://www.timewarnercable.com/residential/order
Tim: I really appreciate your cooperation and understanding in this matter.
Tim: Is there anything else I may assist you with?
You: No, thank you.
You: Have a good night.
Tim: You are welcome.
Tim: It has been a pleasure assisting you.
Tim: Thank you! I appreciate the opportunity to assist you today. Thank you for using chat and have a great Night!