Getting Time Warner Cable’s heavily promoted reward card rebate, worth up to hundreds of dollars to customers switching providers or upgrading service, has proved a major hassle for some customers.

WFMY-TV’s consumer reporter began getting calls from people who cannot pry their legitimately requested reward card out of Time Warner Cable’s fingers no matter how hard they try.

“I have talked to 15 different people and all I get is a run-around,” Elizabeth Albright told the Greensboro, N.C. television station.

In some cases customers have waited months for the promised reward to no avail. Others believe they were cheated out of the rebate by a needlessly complicated rebate process they believe was designed to trip them up and out of luck.

The rebate process itself is complicated:

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.
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.
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.

Failing to follow any of the steps automatically disqualifies you for the rebate reward. Once the card arrives, use it within six months to avoid “maintenance fees.” If the card gets lost or stolen, it can be replaced, but not for free. An extra fee applies.

Keeping all rebate documentation is critical if questions arise, you are rejected, or the rebate submission is lost. If Time Warner Cable refuses to honor your rebate request, offer them an alternative – credit your cable bill for an amount equal to the value of the missing rebate. In many cases, a supervisor will approve the request in the spirit of good customer relations, especially if you threaten to cancel service over the matter.

[flv]http://www.phillipdampier.com/video/WFMY Greensboro The Process of Getting Your Time Warner Reward Card 1-6-14.flv[/flv]

Triad region residents in North Carolina are having a tough time getting their rebate reward cards from Time Warner Cable, reports WFMY-TV. (2:42)