Complaint Review: Charter Communications

In early June, 2016:

I had Dish TV service and when speaking to a Charter representative about another matter I was asked if I wanted to switch my TV service to Charter.  I told her that I had a contract with Dish and would have to pay an early termination fee if I switched.  She told me that Charter would pay the early termination fee.  She told me about the required form, where to find it online and before I approved the switch, I looked over the form and read the rules printed on the form.  (https://www.charter.com/Landing/mycheck/2231_Contract_Buyout_Form_English_500_CT.pdf)
The rules state:
"©Charter Communications. Offer available to qualifying customers only who have not subscribed to Charter TV services within the previous 30 days and have no outstanding obligations to Charter. Forms must be received by Charter within 60 days of installation of the Charter Triple Play. Check amount will be determined by the early termination fee on   the   final    bill   from     the   previous provider, not    to   exceed $500.
If  email is  not    available, forms may    be   mailed to:   Charter Communications,
11  Commerce Rd,   Newtown, CT   06470.  
ATTN:  Strategic Accounts  Team.

The check must be redeemed within six months from the date of issuance or be rendered null and void. Entitlement to amounts tendered
is strictly conditioned upon timely presentment. Failure to present the check for payment within such period shall result in forfeiture of the amounts tendered and reversion thereof to Charter Communications."
I fully qualified according to the rules printed on the buyout form so I cancelled my Dish service and was informed that the early termination fee was $120.00  I approved that only because Charter would be paying the $120.00
I filled out the form, attached the final Dish form, as required and emailed it to the buyout email address; (mycheck@charter.com).  Several days later I was told by Charter that my buyout request was denied because I had used the buyout 2 years before. I explained that nowhere on the form did it say a word about not being eligible if I had used the service before. Their answer referred me to another completely separate and previously unmentioned site that stated the buyout could only be used once. I appealed their decision and the appeal was denied.
Charter has every right to make a "May be used only once" rule but that rule needs to be on the buyout form and *NOT* on some other obscure website that no one knows about and is only pointed out later AFTER the request is submitted.

Bottom line:  *ALL* rules should be on the form that Charter requires to be filled out to receive the buyout, not just *SOME* of the rules.