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Who Actually Does Qualify for Time Warner’s $300 Rebate Card?

Phillip Dampier April 12, 2016 Consumer News, TWC (see Charter), Video 4 Comments
Three years after we first covered this story, getting Time Warner to honor your rebate request is still like pulling teeth.

Three years after we first covered this story, getting Time Warner to honor your rebate request is still like pulling teeth.

One of the most frequent complaints we hear about Time Warner Cable is the company’s unwillingness to honor its rebate offers.

In the last five years, Stop the Cap! has received at least 50 complaints from consumers who were told they qualified for $200-300 in rebates, only to never receive them. A story from Raleigh’s WTVD-TV this week illustrates the problem has not gone away.

Alex Dydula was convinced to give up 15 years of satellite television to sign up with Time Warner Cable. The company’s ongoing $300 Visa card rebate offer sweetened the deal.

Except he never got the gift card, just a Time Warner Cable runaround:

“You qualify for a $300 Visa card, all you have to do is wait for the redemption code to come in the mail,” Alex said he was told by a rep.

Alex says he followed the instructions that the rep gave him in order to get the $300.00 Visa card.

“We waited for the redemption code, it never came,” Alex said.

With no redemption code, Alex went online and did an online chat with a TWC rep and through the chat was informed how to register for the reward. Alex also called Visa.

“‘Yeah you qualify, you should get this. I’ll take care of it for you,'” he said.

Alex kept waiting.

“Only to get a call back from the Visa rewards folks to say ‘you don’t qualify. You don’t have the right package, the wrong codes are in the system. I don’t care, I can’t do anything,'” he said he was told by a rep who handles the reward program.

Stop the Cap! has reported on Time Warner’s rebate offers since 2013, and the company has done little to address the concerns of customers who felt cheated out of the rebate for reasons that seem to shift with the desert sands:

  • You are ineligible
  • The promotion is over
  • The agent wasn’t authorized to offer us the promotion
  • There is no record of the offer
Just a sample of Time Warner's terms and conditions.

Just a sample of Time Warner’s terms and conditions.

The rules for Time Warner’s rebate programs are byzantine and missing even one of them, or negotiating certain discounts or service credits that cut the cost of your package can invalidate the offer. But the only way you find out is after your submission is rejected and the rebate program has ended.

  1. Time Warner Cable customers qualified for a rebate must first wait for a “rebate redemption code” to arrive, typically two weeks after installing or upgrading service. But most customers complaining about rebate problems report they never received the code. You may be able to find it from Time Warner’s rebate website.
  2. With code in hand, customers are qualified to register for the reward on the company’s rebate website. But since Time Warner requires the rebate to be submitted within 30 days of installation, that two-week wait for a “redemption code” may leave customers with as little as 14 days to register.
  3. Customers are then required to maintain and pay on time for cable service for at least three months. Even one late payment can invalidate the rebate.
  4. After 90 days of service and on time payments, the company will start processing the rebate application, which takes an extra 1-2 months.
  5. The rebate card should arrive in your mailbox within 14 days after mailing.

300 rewardThis year, promotions vary depending on your location and the conditions under which you were offered a rebate. We have learned there are rebate programs for “win-back” promotions that convince customers not to switch to another provider, but only under certain conditions. It is easy for customers to apply for the wrong rebate. For example, a current customer will not qualify if they fill out a rebate form intended for customers just signing up for the first time. Other rebate offers apply only in selected geographic areas.

For instance, a $300 rebate offer targeting broadband-only customers who agree to buy a Triple Play bundle of services at $89 or higher is only valid if they are in California, New York City, the Hudson Valley or New Jersey.

If you are not disqualified already, there are many other ways to run afoul of the offer:

  • Existing customers with any level of video service are not eligible;
  • You must prove you had/have video service with another provider or you are not eligible;
  • Online only video services are not eligible;
  • Customers who don’t maintain fully paid-up service for at least 90 days are not eligible;
  • Customers who don’t register for the rebate within 30 days of installation are not eligible;
  • Customer names and addresses must exactly match with both the old provider and Time Warner or you are not eligible;
  • Customers complain more than 60 days after of the end of the promotion about missing rebate cards or eligibility problems will not be considered.

If you do not use the card quickly, service fees kick in after five months, except the terms and conditions note that some cards may be pre-activated as much as two months before they were mailed, giving you only 90 days to spend the money before a $2.50 monthly service fee begins. Replacement fees also apply if the card fails to work, is lost or stolen. We recommend immediately using the card at a grocery store for a few weeks or buy something like Amazon gift cards, which do not expire and carry no service fees. The longer you leave the card lying around, the higher the chance you will forget about it or find it depleted by arbitrary service fees.

A very active thread on Time Warner Cable’s discussion forum features more than five pages of complaints about missing rebates.

If you are affected by a missing or rejected rebate, the easiest way to resolve it is to ask Time Warner Cable to convert it into a $300 service credit instead. The alternative is waiting as Time Warner officials tell the third-party rebate processor to override a rebate rejection, which can cause delays lasting weeks. Getting $300 off your cable bill is much easier and faster. You can appeal directly to the Office of the President of Time Warner Cable by filling out this contact form or filing a complaint against your nearest Time Warner Cable office with the Better Business Bureau. Your goal is to speak to a senior customer specialist authorized to grant your $300 credit request. Either method should work.

An “I-Team” reporter for WTVD-TV helps a Raleigh man get the $300 rebate he was originally promised by Time Warner Cable. (2:08)

Currently there are 4 comments on this Article:

  1. c.h says:

    MY OPENION . TIME WARNER CABLE (. AKA) SPECTRUM. IS A COMPANY OF LIARS. CROOKS AND THEIVES. I ADVISE YOU ALL NOT TO FALL IN THE $300 PAY BACK. IT IS A TRAP TO MAKE YOU SIGN UP THEN IT WILL BE A WASTE OF YOUR TIME TO COLLECT IT, YOU WILL NEVER SEE IT.

    A SELSMAN CONVINCED ME TO CANCEL WITH AT$T AND TO SWITCH TO TIMEWARNER AFTER PROMISSING ME $300 PAYBACK IN CREDIT CARD. AND THEY TOLD ME THE REPAIRMAN WILL HANDLE ME A CARD DISCRIBING HOW TO GET THE $300.

    ON 06/16/2016 THE TWC MAN INSTALLED THE INTERNET . CABLE AND PHONE. AND BEFORE HE LEAVES I ASKED HIM FOR THE $300 INTRUCTION, HE REPLIED BY TELLING ME, NOT HIS DUTY, I MUST CONTACT TWC. CUSTOMER SERVICE.

    THE SAME DAY 6/6.2016 I CALLED TWC. CUSTOMER SERVICE OVERSEAS A MANAGER CALLED ELIA ASKED ME TO SEND THEM MY LAST STATEMENT FROM AT&T AS A PROOF OF SWITCHING SERVICES. I WAITED UNTILL I RECEIVED IT, AND I CALLED TWC CUSTOMER SERVICE (WHO ARE OVERSEAS) HIS NAME WAS ALEXA (BUDGE # Z78 ) TOLD ME TO FAX THE AT$T STATEMENT TO WITH A LETTER OF EXPLINATION INCLUDING MY ACCOUNT NUMBER (315) 463-0225 AND TO WAIT 5 TO 7 BUSINESS DAYS UNTILL I RECEIVE THE $300 CREDIT CARD . I DID WHAT I WAS TOLD TO DO, BUT DID NOT RECEIVE ANYTHING IN TE MAIL. THEN I CALLED TWC CUSTOMER SERVICE SPOKE TO A MANAGER BY THE NAME OF ELIA WHO ASKED ME TO WAIT ANOTHER 3 DAYS. THEN 3 DAYS LATER I CALLED TWC CUSTOMER SERVICE AND REQUESTED TO SPEAK TO SOMEONE IN USA, I SPOKE TO CUSTOMER SOLUTION THEY TOLD ME WE SENT YOU A REDEMTION CODE BY MAIL I SAID I NEVER RECEIVED ANYTHING FROM YOU . THEN CUSTOMER SOLUTION SAID NOT A PROBLEM WE WILL SEND YOU ANOTHER REDEMTION CODE AND SHE PUT A REQUEST FOR THAT AND GAVE ME THE TRACKING NUMBER (23838059) SHE SAID IT MAY TAKE 3-4 WEEKS AND TOLD ME THE FAX NUMBER (315) 463-0225 THAT I WAS PROVIDED IS WRONG, THEY ARE NO LONGER USING THIS NUMBER. BUT IT IS OK NO NEED TO REFAX.

    7/20/2016. AFTER TALKING TO SEVERAL TWC CUSTOMER SERVICE OVERSEAS I END UP TALKING AT 5:45 PM TO A MANAGER AT CUSTOMER CARE IN USA HIS NAME CREG ( BUDGE # 5HI) HE TOLD ME HE UNDERSTAND WHAT IS HAPPENING AND HE VE SEEN IT HAPPENING TO OTHER CUSTOMER , IT IS A MISTAKE OF SALESMANS BUT THEY WILL HONOR THE PROMISS OF THE $300 . BUT HE CANNOT SEND IT IN CREDIT CARD HE CAN CREDIT MY ACCOUNT $300 IF THAT OK WITH ME, I ACCEPT. THEN HE SAID HE PUT ME ON HIS CALENDER TO CONTACT ME AND CREDIT ME ON 9-10-2016. . BECAUSE 9-10-16 IS A SATURDAY. I CALLED CUSTOMER CARE IN USA ON 9-8-2016 AT 1:18 PM SPOKE TO A MANAGER NAME GEORGE (BUDGE # UX7) WHO TOLD ME THAT I HAVE TO WAIT TO CALL THEM 9-16-2016 TO GET THE $300 CREDIT BECAUSE THE CREDIT COMES AFTER 90 DAYS (3 MONTHS) FROM THE INSTALLATION DATE .

    TODAY 9-16-2016 AFTER 90 MIN ON THE PHONE WITH TIME WARNER CUSTOMER SOLUTION . OF WICH I SPENT 45 MIN ( FROM 9:00 TO 9:45 AM) TALKING TO DENISA ( BUDGE # 4X0) ( FROM 9:45 TO 10:21 AM) WHO TOLD ME FIRST THAT I HAVE TO SPEACK TO NEW INSTALLATION DEPARTMENT BUT I TOLD HER THAT I WAS TALKING TO NEW INSTALLATION DEPARTMENT AND THEY TRASFERED ME TO YOU (ACCOUNTING DEPARTMENT) AFTER READING MY FILE SHE INSISTED TO SWITCH ME. I TOLD HER STAY ON THE LINE TO MAKE SURE IT IS THE RIGHT DEPPT. THEY THEY TOLD HER IT IS THE WRONG DEPARTMENT, THEN SHE SWITCHED ME TO CUSTOMER SOLUTION . I SPOKE TO JOOSE ( BUDGE # 4FW) AFTER EXPLAINING TO HIM MY PROBLEM, HE SPOKE TO HIS SUPERVISOR AND TOLD ME THAT HIS SUPERVISOR LISTEN TO MY CONVERSATION WITH CREG ON 7-20-2016 AND EMAILED THE PREVIOUS MANAGER VREG ( BUDGE #5HI) THAT I SOKE TO ON 7_20-2016 AND REQUESTED HIM TO CREDIT MY ACCOUNT AS PROMISSED AND TO CALL ME. ( DOES IT MEAN I HAVE TO STAY BY THE PHONE ??) THEN JOOSE (BUDGE #4FW) TOLD ME THAT THE $300 PAY BACK WAS A MISTAKE FROM THE FIRST BEGINING BECAUSE I AM NOT QUALIFIED BUT IF CREG PROMISSED TO CREDIT MY ACCOUNT THEN IT IS UP TO HIM.

    THIS WHAT YOU SHOULD EXPECT WHEN YOU SIGN UP WITH TIME WARNER CABLE (AKA ) SPECTRUM. NOT THE $300 DOLLARS.

    SHAME ON YOU BUNCH OF CROOKS, LIARS AND CHEATERS.

    • Justin Ayers says:

      You think Time Warner is bad? Time Warner is a dream compared with Exede and cellular Internet. Our average data usage was 60 GB a month with Time Warner. With Exede our service was “throttled” (made unusable even for loading web pages) after 18. Good luck getting anywhere with 18 GB in today’s web filled with “telemetry” up the whazzoo and ad bloat. I love how they always bring up Netflix in high definition, as if we even did that at all. We went through the pathetic 18 GB in one week just with one person posting (and reading) on an image message board (“chan”) and iCloud.

      Exede will give Florida customers 100 GB for less than they were charging us for 18!

      • Justin Ayers says:

        They have plans up to just 30 GB in our area, for crazy prices. The cellular Internet is also super-expensive. They charge $10 a month just for their lousy little box, too. I love reading articles complaining about people being capped after 300 GB. Puleaze. Try living just outside a city like I do where you can pay $180 for 30 GB of sluggish satellite after which you’re capped into Internet that’s slower than dial-up.

  2. SendDavid says:

    If you’re in NY, you can also submit a claim for a refund with David, Inc. and they’ll do all the work for you–50% of claims get refunded: http://bit.ly/2cXAIz7







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