Responding to customers who say they have been stiffed on promises of promotional gift cards, Time Warner Cable (NYSE: TWC) issued a statement to FierceCable saying the MSO has, in fact, issued thousands of cards and has set up a website to handle eligibility issues.
"We issued more than 100,000 reward cards in 2015 to eligible customers who switched to Time Warner Cable," said TWC rep Eric Mangan. "Customers who want to register or check on the status of their cards can go to twcbetterreward.com. We want to make sure every customer who is eligible for a reward card receives it. Our care team works with these customers individually to resolve any issues."
The twcbetterreward.com site asks customers to provide a redemption code in order to register and receive a gift card. In complaints dating back several years, TWC customers, however, are claiming that they've never even received a redemptions code.
A thread on TWC's online forums titled "BEWARE - Cheated out of $300 gift card promised by TWC" that dates back to October includes numerous complaints from TWC customers who say they were enticed to sign up for pay-TV, Internet and landline phone services by the promise of a gift card that never came.
According to the website StopTheCap.com, TWC customers have been complaining since 2013 about unfulfilled gift card promises, with the MSO providing excuses ranging from telling the subscriber the promotion is actually over to saying there isn't a record of the offer being made.
In 2012, TWC began offering new customers who take a triple play of digital video, high-speed internet and phone service gift cards that could be used to buy up to $150 in merchandise at Target stores.
It began running a separate promotion with Verizon Wireless (NYSE: VZ) that year in which new subscribers that order TWC and Verizon products can receive Visa debit cards valued at up to $200.
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