Time Warner Cable
$100 gift cards

The Short-Story:

• After placing me through over eight weeks of work, significantly more than fifteen telephone calls, along with a considerable amount of stress, Time-Warner/Saveology (part of Elephant Team, Inc.)/Private Network Communications, Inc. Couldn't actually supply the complete $100 they guaranteed after I registered due to their Fios “Triple Play” marketing. Ultimately, I just received $93.50.

• Ms. Luci at Individual Network Communications hasn't delivered my calls so far.

Comments:

• the majority of the folks that I talked to (below) were extremely polite. It was this type of slow number of drops and inactivity that it appears unfathomable in my experience that general, it had been merely a problem of mess or indifference among team level workers. Is Timewarner/Saveology (part of Elephant Team, Inc.)/Private Network Communications, Inc. Really creating a great faith attempt to recognition and problem all the “gift cards” because of Period Warner’s clients or is another thing happening here?

• While Timewarner outsources, they have to consider some obligation for that steps of the businesses they employ.

• Does Timewarner efficiently possess a monopoly in NY? Individually, I've no additional choice for cable TV providers.

• On the gift-card training linen supplied by Saveology, no note is created everywhere of “Private Community Communications” though they execute all of the client solutions and administrative capabilities concerning the “gift card”.

• Most of The calls that I designed to Saveology haven't been recorded.

• I wrote the titles of workers phonetically; they might be misspelled.

The Long Story:

1. On 10/12, I closed on for Time-Warner Fios “Triple Play”, and was guaranteed a $100 Mastercard giftcard.

2. On 11/16 I finished and shipped the “Time Warner Cable Marketing Payoff Form” to be able to obtain my $100 Saveology giftcard. The shape suggests that the card ought to be obtained 16-18 months in the end skills and customer responsibilities are pleased.

3. On 2/2, I spoke to Jennifer at Saveology, requesting the status of my $100 gift card. She advised me that used to do not make use of the correct refund identification in finishing the payoff form, and directed me to include the correct refund identification to my backup of the form, and send it to Saveology.

4. On 5/8/09 I requested the status of my card from Jenel at Saveology. Jenel advised me they didn't obtain my faxed, fixed, payoff type in March. After I mentioned that I've the effective fax verification, she again mentioned the individual who gets all faxes wasn't ready to find it. She questioned me to send it again, and explained that she'd contact me back to verify they had obtained it-this period.

5. On 5/8/09, after not hearing back from Jenel for a several hours, I called Jenel myself, and she confirmed that she did receive my corrected redemption form. Upon my demand, Jenel mentioned that given that they have now been overdue in running my card, she was prepared provide my payoff kind to her boss to be able to facilitate it faster.

6. On 5/28/09 I required the standing of my card from Deedee at Saveology. Deedee mentioned that my payoff type was actually increased to some Boss on 5/11/09, but that no improvement have been created. Deedee mentioned that she didn't understand what the problem was or why the Boss hadn't served since getting the shape on 5/11/09. Deedee offered to appear directly into why my card hadn't been prepared and contact me back on 5/29/09.

7. On 6/3/09, I attempted to call Saveology five times using the “Offer Redemption Center” phone number provided on the Redemption form of 1-877-405-5035, but each time I receive a message stating that the phone number is out of service.

8. Again on 6/3/09 I finally reached Saveology by calling a phone number on their website, once again to request the status of my card. I achieved Amy (ID#191) in Customer Support, and required to talk to Deedee. I had been informed that Deedee was having lunch. I described my annoying scenario to Amy, and Amy mentioned when she might set me on-hold for some moments she'd discover around she might about my scenario from her acquaintances. Within 5 minutes, Amy unearthed that my card had certainly been shipped in my experience in March. After I questioned why nobody else at Saveology might determine this out for me personally, Amy didn't have a solution. Amy supplied me using the title and telephone number of the individual in the organization who's accountable for giving the cards. Amy didn't understand the title of the organization who'd this obligation.

9. On 6/3/09, I spoke to the Executive Vice President of Private Network Communications. He advised me that the card have been shipped in my experience in March, but that it didn't have any costs against it. I told him that used to do not get the card. He established my title and tackle, and stated that I ought to have my card within 7-10 days.

10. I obtained the card using its directions within the email on 6/10/09.

11. On 6/11/09 I experimented with trigger the card through the automatic selection, but didn't possess the necessary FLAG number to do this. The training sheet the card arrived attached to suggested the FLAG number ought to be about the training page, right where the card have been connected, but there is no such quantity published. I achieved a person support representative who had been ready to trigger the card anyway.

12. On 6/12/09 I experimented with create a purchase using the card, but evidently any utilization of a charge card takes a FLAG number, that we didn't have.

13. Additionally on 6/15/09, I named Saveology for aid, study my card amount towards the customer support repetition, plus they explained that my FLAG amount could be directly behind wherever the card was connected about the instruction page. I told them that no such FLAG number was published, therefore she moved me to “Cardholder Services”, that will be section of Personal Network Communications, Inc.

14. After studying my card number to John, at Exclusive Network Communications, explained that my card really didn't possess a FLAG number, and must be properly used like a Credit-Card, in the place of a Credit Card. After I told John that my card has “Debit” published onto it, and also the training page suggests that I ought to possess a FLAG number, he apologized, but provided no clarification of what might have gone wrong.

15. Additionally on 6/15/09, I effectively created a $79 purchase utilizing the Saveology card like a charge card.

16. On 6/16/09 I experimented with create a purchase utilizing the outstanding balance about the card. I experimented with create the $21 purchase utilizing the card first like a credit card, subsequently like a charge card. Both occasions, the card was declined.

17. On 6/17/09, I talked to Jenel at Saveology and described the prior repetition that I talked to moved me to Cardholder Providers within an try to help solve the problem of my leftover balance, but I can't achieve anybody there since the automatic selection takes a FLAG number, which, in my own situation, I don't have. Jenel explained that there is nothing that she might do since Cardholder Providers is managed by an entirely different organization.

18. Additionally on 6/17/09, I named Saveology again, and achieved Casandra. I described my problem concerning the outstanding balance on my card, in addition to the truth that I don't possess a GREEN number. Casandra could supply me having a distinct telephone number for Cardholder Providers which doesn't need a GREEN number.

19. Additionally on 6/17/09, not able to achieve anybody personally, I quit a voice-mail for Theresa Luci (spelling?) at Private Network Communications, utilizing the telephone number directed at me by Casandra.in my own concept, I described the problem concerning the outstanding balance on my card, and requested her to contact me.

20. On 6/18/09, I quit another voicemail for Theresa Luci at Exclusive Network Communications, requesting her to contact me. I attempted to achieve Ms. Luci five differing times by telephone between 6/17/09 & 6/18/09.

21. Additionally on 6/18/09, in a shop, I had been ready to find out that there is really just $14.50 staying on my card, which was why the $21 purchase have been declined.

22.in the end this function to acquire my “gift card” and also to really have it operating, Time-Warner/Saveology/Private Network Communications had just provided me a $93.50 “gift card”, not the $100 really guaranteed.

Company: Time Warner Cable
Country: USA

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