WOW! Internet - Cable - Phone

We have not been able to reach this customer by phone to discuss this complaintHowever, the customer did speak with our Loyalty team after filing the complaint and we believe the issue was resolved, based on the notes on the accountIf there are any other concerns, the customer is welcome to reach out to us directly

We have asked our Account Research (billing) team to look into this matter and follwith the customer to resolve this issue

Client is disputing charges on account after 5/20/16, including Early Termination Fee, as he made an effort to close the account at that timeAs we were anticipating that he would be porting his phone number to his new carrier, his account remained activeHe did not realize that not porting his number would result in his WOW account remaining open & continuing to being chargedMemos on the account & his timely equipment return are sufficient to determine that he did make appropriate effort, to his knowledge, to close the account within days of installationWe have credited all charges accrued after his requested disconnect date and the client has paid the remaining balance to settle this account

Initial Business Response / [redacted] (1000, 10, 2015/06/11) */ I apologize that you were not informed for the additional fees when you questioned the sales agentThis call is being reviewed and will be addressed with the agentI have issued a $credit to your account due to the situation, this will show on your next bill statementUnfortunately these fees cannot be waivedIf you are still unsatisfied I want to make sure you aware that we do offer a day Money-Back Guarantee - http://www.wowway.com/terms-and-conditions/south/rate-guarantee-and-money-back-g...⇄ you have any further question please contact customer care at 877-566-

Complaint: [redacted] I am rejecting this response because:once again, WOW refuses to acknowledge that they placed my account in collections wrongfullyAll I am requesting is that they respond to thatI am not sure why they are ignoring my request to clean up my creditI would like for WOW to contact collection and correct that account was wrongfully placed in correction Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/11/25) */ We have applied credit to the customers account and they have indicated they are happy with that resolution

We have made multiple attempts to reach this customer, with no responseShe is welcome to return our calls if she is still in need of assistance

We have spoken with the customer and have gone ahead and waived the Early Termination Fee of $and already applied it to her former account

The adapter that has been lost by the customer will not be removed from the account and is billable at $120.00.Per our Terms & Conditions of service [redacted] Failure to return the WOW! Equipment to us undamaged within ten (10) days after disconnection of Service will result in a charge to your account for the repair cost or replacement value (as determined by WOW! in its sole discretion) of the WOW! Equipment.In all events, Customer agrees to immediately pay such charges whether the WOW! Equipment is lost (through theft or otherwise), damaged or destroyed

We have reviewed this account and obtained a copy of the customer's equipment return receiptWhile we are showing that most of the equipment was returned, digital adapter (DTA) was not returnedThis equipment is billable in the amount of $75.00+tax, which is why there is now a bill of $81.38.As soon as the customer is able to return that equipment, we will be able to process the removal of that charge from the account

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencingI have credited your account $for a full month of service plus the technician visit chargesUnfortunately we are not able to credit for the modem, since the modem was not the problem we suggest returning it to the place you purchased it for a refundPlease let us know if there is anything else that we can do to assist you

Initial Business Response / [redacted] (1000, 8, 2015/06/02) */ The remaining balance on the account are for services rendered before service was disconnectedIf you have any further questions please contact customer care at 866-496- Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I Stay on the phone with this company for 6hours, just to get the run around they had me to pay an amount then turn the service off the next then when I speak with the manager they say they never receive moneywhich I verified with my bank institute that they release the funds Final Business Response / [redacted] (4000, 12, 2015/06/11) */ Again, The remaining balance on the account are for services rendered before service was disconnectedThe account has been proper adjusted from the time services have been disconnectedIf you have any further questions please contact customer care at 866-496-

We have spoken with this customer and come to an agreement on her final statementAs the account is now closed, the customer will make the payment on her account, then we can discuss whether she wants to resume services with WOW! or parts ways to find service with another providerWe will follwith the customer after we have received her payment

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ Customer was contacted and informed that we do not have any offers like thisWe asked her to forward her email response from the survey so that we could investigate it internally for phishing issuesCustomer is satisfied with this resolution

We are waiting on a reply back from the customer about our last correspondence on 04/17/

I have contacted the customer again and we have worked out the remaining issues over the phoneWe have addressed the movie costs issue with us applying a credit to his accountI have also explained the SPP addition to his account and how his bill will look going forward

We are currently working to remove the negative inquiry from the consumers credit report at this timeThis length of time time that this process will take to conclude is out of our hands

Initial Business Response / [redacted] (1000, 6, 2015/11/25) */ We have not been able to contact this customerWe have credited the past due on their account, along with the credits the customer received for service issues in the past few months a total of $has been credited to the accountAdditionally the monthly rate has been corrected to $per month plus taxIf the customer has any further issues or questions, they can reach us at XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) We made attempts to call WOW when their Executive offices left a voice messageIn returning their call and leaving several messages we didn't receive any additional communications The response indicates our account has been credited for $Our bill shows a balance due that exceeds this amountThe response indicates the past due balance has been creditedWe'd like to have in writing something that indicates a zero ($0) balanceIn addition we're showing reporting on my credit bureau stating "late" paymentThis needs to be corrected as wellWe have dropped off all of WOW's equipment & service was terminated 11/for non-paymentWe have selected an alternate providerTherefore we are no longer interested in their $per month offer Zero balance letter would then conclude our relationship with WOW & rectify this matter Final Business Response / [redacted] (4000, 10, 2015/12/05) */ Disconnected account as of 11/and account is now at a $balance as per customer's requestThis should rectify the situation Final Consumer Response / [redacted] (2000, 12, 2015/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Wow has agreed to MAIL a hard copy of Balance due per [redacted]

Issued credit for monthly guide charges per customer request and left voice mail for customer, notifying her of this adjustment

Every statement ever issued on the account details that any discount given on services has an end point A given statement would also have the charge for a view magazine, so the customer did in fact have notification, both of any discount ending as well as the services on his account We have credited all charges for the view magazine subscription, there are no taxes or fees associated with this subscription The customer was offered $and repackaging to a lower price in exchange for keeping service with us He was not promised a credit otherwise, but rather specifically if he stayed he would receive the credit As the customer disconnected, he did not meet the conditions for the credit as offered, therefore no credit is due $as a final bill is the amount for charges for services used that have not yet received a payment No further consideration to this matter will be given