Giving users a prepaid VISA gift card for signing up for service is a pretty standard promotion these days. Except a growing number of Time Warner Cable customers say that the company isn’t honoring its promise of actually giving out the cards after users sign up for service. A long thread over at the official Time Warner Cable forums is filled with users complaining that when the time comes to get the card, Time Warner Cable frequently tells them they don’t qualify, they didn’t sign up for the right tier, the promotion had expired, or there’s no record of the offer whatsoever.
Given that Time Warner Cable has among the worst customer service of any industry in America that’s not exactly shocking.
But Stop the Cap notes that this is a problem that has been occurring since at least 2013, and doesn’t appear to be improving. The website points to a story out of Raleigh that seems to perfectly illustrate the experience many customers have with actually getting the card. In short, no amount of nagging the company appears capable of penetrating its thick outer layer of dysfunction:
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.
Of course Time Warner Cable won’t technically exist in a few months after Charter gets acquisition approval, potentially leaving most of these customers high and dry. Though users can try filling out this Time Warner Cable complaint form or complaining to the Better Business Bureau to see if that helps.