Cable TV customers complain about slow process to get promotional rebates

Time Warner Cable says you need to follow rules

CLEVELAND - Promotional offers to switch phone companies or bundle services are enticing, but some consumers say it's hard to cash in on the offer. Five on Your Side heard from two Time Warner Cable customers fed up with the slow rebate process, and our analysis of state records found customers frustrated with other cable providers' rebate process.

Gloria Krempa bundled her phone, Internet, and cable with Time Warner expecting a $200 rewards card. Krempa signed up last spring, and is still waiting for her money. Daily trips to the mailbox and repeated phone calls lead nowhere.

"Three times since October we've been told you'll have the card in a week," Krempa said.

If you have a problem like this, the Ohio Department of Commerce has a hotline to deal with cable TV complaints. We analyzed complaints from the last few years and found 3 Cox customers had rebate problems in 2011. Time Warner Cable had another complaint in 2009.

Time Warner told us the Krempas delay is caused by them not following the terms of the deal. You have to register and provide previous provider bills within 30 days, and remain in good standing for 90 days.

The Krempas thought they took the right steps.

We are told the card is now being processed.

When you apply for a rebate, no matter what kind it is, always make copies of your paperwork and take note of the day you submit it.

If you have a cable problem, call the state's hotline at 1-800-686-7826.

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