WOW! Internet - Cable - Phone

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ We spoke to the customer and applied a credit for the problems they experienced for the internet outagesWe also advised the customer that we are taking steps to limit any attacks on our network in the future

Adding in one PDF file, the WOW bills in question

Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ I have issued a credit to the account to take care of the remaining balance of $do the situation with the information you have provided to be about the install and [redacted] servicei apologize for any inconvenience we have caused youIf you have any further questions please give customer care a call at 866-496- Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We have attempted to contact this customer since we received this rebuttal and have not been able to reach themIf the issue persists we would be happy to assist them but would need to have contact with the customer in order to start this

The collections agency information has been updatedWe are showing this is a $balanceIt is a valid collections item so it will not be removed from the credit report but it should be listed as paid in full

We have removed the DTA also known as the Digital adapter from the customer account as a courtesyThe charge will be removed and any amount left after the credit will be refunded to the customer

The customer has been advised that the disputed bill was generated before the account was closed outWe have since mailed out an adjusted final statement and will be remitting a refund to this customer

We have reviewed the sales order and there is no agreement to a free modemThe modem rental cost is stated twice on the sales order.The customer's modem was rendered incompatible with WOW! due to changes made to it through previous use with another providerWe cannot take responsibility for this by replacing his modem with free equipment rental from us.The customer may swap the rented modem for a comaptible modem of his own to eliminate the rental feeWe have offered two weeks to release the customer from his contract with us in case there was any miscommunication on our part

We have attempted to contact the customer to resolve this issue and left a voice mail on his phoneWe ask that he return our call so that we can ensure that a resolution is met

Initial Business Response / [redacted] (1000, 6, 2015/12/01) */ We have had a technician deliver the remotes to the customer home to ensure they where received Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) WIdeopenwest provided the replacement equipment, but did not honor the promise to reduce contract rate, but instead increased the rateThis is not what was promised, as does not demonstrate good faith or fair business practice Final Business Response / [redacted] (4000, 10, 2015/12/08) */ We have corrected the billing to reflect a lower rate as the customer requested

(The consumer indicated he/she DID NOT accept the response from the business.) We reached out to Wow multiple times and it took Wow two months to respondIn my opinion this issue is beyond us being capable of coming to an agreement talking directly to WowThey are not professional and I am tired of waiting for them to make this issue correct speaking one on oneI desire a professional response to my desired resolution through my Revdex.com complaintThanks

Complaint: [redacted] I am rejecting this response because:Your construction manager walked the property with me and agreed that the construction was carried out in a poor fashion with a lack of respect for my property He is supposed to be getting back to me with his concepts on how WOW can compensate me for the damage, but has not done so Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:It's taken several weeks to try and sort this out, my service has been interupted several times because of thisThe old balance is bogus, and only exists because you changed the cost of my service without noticeDespite what I was promised from the sales person at the timeI disputed the charge then, and I continue to dispute its validityFurthermore, shutting off my service for something outside the scope of my contract agreement is a clear breach of contract on your partWoW provided me with services despite the fact that this supposed balance existedI've been assessed several fees for these service interruptions and restoresAnd I was never even given a first bill, because unbeknownst to me, I had to pay for the right to receive my bill for servicesI will not be paying any fees or money for this charade of "service"This has been nothing short of a spectacular failure in billing practices, and customer serviceThat I previously thought only [redacted] was capable of Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/11/10) */ Customer has already been credited the technician visit charges before this case was opened

We have reviewed this customer's account and confirmed that all tech visit fees have been waivedThis is in addition to credits for service related problemsWe are putting this customer in contact with our local customer advocate to resolve the outstanding service issues and will continue to follwith her until she lets us know that she is satisfied with this resolution

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ We spoke to the customer and verified their mailing addressWe also informed them that the refund check was mailed on 7/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Our refund check was finally received

Initial Business Response / [redacted] (1000, 8, 2015/09/24) */ We have credit the customer one month of service for this miscommunication with a representativeThe rep stated they had no bill and were at a balance Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) We were initially told by customer service that our monthly fee would be waived and it never was so I will believe it when I see itWhen we called back to find out why, we were told there was no record of the initial agreementIf the monthly fee is indeed waived, this is an acceptable resolution

We communicated that the customer still owed a balance and equipment to return by mailing two billing statements after the disconnectA statement showing the balance for services was sent on 3/12/When that was unpaid and the equipment was not returned, a final bill showing the balance for both the unpaid services and unreturned equipment was mailed on 4/12/The account was not turned over to collections until two months after we had sent the final statementUnfortunately, there is nothing further we can do in regards to this matter

You are incorrect we have paid and we quit paying due to errors that you say there none ofAlso no one has bothered to return our phone callsWhat kind of company runs without someone from corp calling back after several messages[redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

I spoke with this customer and was able to correct and explain the billing questions they had about the rateThe rate did not change but some fee's were added for issues that occurredWe credited some of those fee's for customer satisfactionWe have dispatched a technician out to the home in the next few days to resolve any outstanding internet speed issues