If you can't get a satisfactory solution by phone to TWC customer support, or if you want to expedite things, you can also post in the TWC Direct forum on this website and communicate with a TWC person directly. You can also go to the TWC website and use online chat with a TWC support person to see what might have happened.
Here is the link to the TWC Direct forum. You'll have to register a username/password in order to post there, but it's easy to do.
»Time Warner Cable Direct