Report: #1037740

Complaint Review: Time Warner Cable

  • Submitted: Mon, March 25, 2013
  • Updated: Mon, March 25, 2013
  • Reported By: Snance2000 — Arlington Texas
  • Time Warner Cable

    United States of America

Time Warner Cable Time Warner They offer gift cards promotions to get you in but you never get it. They tell you that its a 3rd party vender and they have nothing to do with it. Internet

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I tried calling several times to speak to someone but kept getting transferred until they kept disconnecting the phone. I finally got some one chat. I forgot all about the gift card until a friend never received hers. I spoke with someone on the phone back in September 2012 and they told me that I will receive the gift card by mail after 90 days. This is the conversation below with the chat specialist today. They get it off of them by saying that its a 3rd party vender and they do not allocate the gift cards. Then they give me a link to a website I knew nothing about until I asked. Do not believe in the visa cards, target card or whatever 3rd party promotion they are showing online. It is just a scam to get you in. This is the 1 thing they had over their competitor. I will be canceling service and going with another company. This isn't the only problem I have had with the company. I have had to call corporate new york office on them several times due to installation issues. They sent someone they contract with out to my house to hook the cable up and when they have to be called out because its not working properly there way of getting out of is they were contracted out and it wasn't really us who did it but now we are here to save the day. Service was so poor that corporate refunded me first month bill because it took over 30 days to get the service connected correctly.

User Sherell has entered room
Analyst Lee has entered room
Lee>Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Lee. Please give me a moment while I access your account.
Sherell>Ok thanks
Lee>.Hello Sherell ,how are you doing today ?
Sherell>Im fine. How are you?
Lee>Am fine, thank you.
Lee>How may I assist you today?
Sherell>I have a question about an promotional item that I never got. When I signed up for services in September I was supposed to receive a Target gift card but I never received it.
Lee>I see.
Lee>Just to confirm, did you fulfilled all the criteria's to get this gift card ?
Sherell>Yes. When I relocated here the address in the system was incorrect so they had to redo everything but corporate had fixed everything and eventually got everything straighten out. They even had to compensate me due to some issues that were not handled properly. I forgot all about the gift card until a friend asked did I ever receive it because she never received hers either.
Lee>Okay ,so just to confirm you have registered online to upload your bill within 30 days of installation and also kept account current for 90 days after installation ,am I correct?
Sherell>I registered online when I applied for services and yes to the 90 days current.
Lee>So this way you become eligible for this target card and you should have received it .
Lee>Let me check details on this.
Sherell>Can you check to make sure they didn't send it to the incorrect address.
Sherell>The address they had in system previously was bobwhite.
Sherell>Not sure the numbers because it wasn't my address.
Lee>I will check all the details for you.
Lee>Thank you for your patience
Lee>I checked details on your account, but there is no detail mentioned as of now for your gift card.
Lee>I will need to guide you to our escalation department on this chat, and they will need to investigate for your gift card.
Sherell>Ok thank you. And also..did I sign a contract with this company for a certain number of years?
Lee>Let me confirm this before I transfer.
Lee>There is no contract on your account.
Sherell>Thank you
Lee>You are welcome.
Lee>I will transfer you now.
Analyst has entered room
Lee>Please wait, while the problem is escalated to another analyst
Analyst Henry C. has entered room
Analyst has left room
Henry C.>Good morning ,
Analyst Lee has left room
Henry C.>My name is Henry

and I will be more than happy to assist you. Please give me a few moments to review the notes from the previous chat session. Thank you.
Sherell>Thank you
Henry C.>Thank you for your patience, please allow me a few more minutes to continue to review the previous chat session.
Henry C.>Thank you for waiting, I appreciate your patience.
Henry C.>I see you are inquiring about the target gift card ?
Sherell>Yes, I was just trying to see why I never received it. That was one of the reasons I chose Time Warner and not direct TV. Target offered a back to school Target card of two different amounts. I can't remember what the difference was.
Henry C.>you had to have been a college student and had to have sent in a copy of your school and and picture
Sherell>Ok I am a college student and no one told me about the other information.
Sherell>Even when I asked about it before I signed one mentioned any of that.
Henry C.>it is on the online registration requirements
Sherell>hmmmm ok. Where do you find that informaiton
Sherell>I am looking at my e-mails and none of it mentions anything about that. Even though I had those items.
Sherell>I was told that I had to be in good standing within 90 days and have gotten the cable internet bundle service. That is what I was told on the phone when I was signing up.
Sherell>No one mention anything else.
Henry C.>and you had to have switched from another provider
Henry C.>all the requirements and guidelines are under the
Sherell>I have switched from another provider. They didn't offer my old provider here.
Henry C.>provide the proof of current college enrollment current id with your name name and fall 2012 class schedule
Sherell>How was I supposed to know about that website if noone ever told me about it. I am looking through all of my emails and not a one of them give me a link.
Henry C.>I am sorry if all that information was not explained
Sherell>None of it. I am so glad I kept all of my chat communications and emails. I will be contacting corporate again. Is this the correct number. 212-364-8200
Henry C.>it would of been on the call when you called in where the agent would have had to explain the stipulations since it is generated from a 3rd party vendor not Time Warner and if any of those guidelines are not met it would void the gift card
Henry C.>no it is 1-866-563-6312
Sherell>Thank you for your help.
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