WOW! Internet - Cable - Phone

Our account research (billing) team has reviewed this matter and issued a refund of the payment to the customer's cardShe should see it posted in just a few days

The removal of those features have been processed as per the customer's requestShe will see this reflected on her next statement

We have attempted to reach this customer to update them on this issue but have been unsuccessful in our attemptsWe have researched this issue and found that it was a mistake on our end and are in the process of removing this collections attempt from ***

Complaint: [redacted] I am rejecting this response because: WE must get credit for this out of service , nothing is free, and WOWWAy, previous has replied everything is okNOT the truthCredit our time and no service Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/07/24) */ Spoke with customer about issueEducated that we sent his number rover to the requested company on the date he requested so it has not been applied to another customerI have submitted a ticket to resolve the incorrect ID on the phone through the WOW! systemThis should be resolved soonCustomer was satisfied with resolution

Complaint: [redacted] I am rejecting this response because: I have not been able to reach anyoneThey contacted the same phone number twice I returned the call and left a message Sincerely, [redacted] ***

The consumer was informed from 09/14/that the equipment purchased from the third party source was a registered modem from usThe customer will need to dispute the purchase charge of the equipment from the seller if this is still an optionThe consumer will need to return the modem as this was our property prior to the purchaseThe consumer will not be credited for any reason as it is not justifiedThe consumer can return the equipment and have the equipment charge removed from the balance on the account

Initial Business Response / [redacted] (1000, 10, 2015/05/28) */ The balance remaining on this account are valid for services rendered + feesIf you have any further questions in regards to these charges please contact customer care at XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because the [redacted] is not accurateI was charged numerous reconnect fees and installation fees that should not have been chargedI disconnected services in September and was charged through DecemberOne of the agents said she would credit account $for an installation fee that should have not been chargedWOW is a ripoffI had [redacted] for years and never had a problemI would like this collection to be removed from my credit report asapI am very disgusted with this companyNo one should have to go through the hassle of trying to get something ff their credit reportIf I owed I would have paid itThere were no books sent outIf I would have seen this in advance I would have contacted company and it would have never gotten to a collection agency Final Business Response / [redacted] (4000, 14, 2015/06/02) */ As I stated before these charges are valid for services rendered as well as the fees including late charges, reactivation fee's and returned check fee'sIf you have any further question please feel free to contact customer care at 877-566-

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing I reviewed the call you placed to sign up for service and there was an error on WOW's end with your pricingWe have applied a discount to correct your monthly rate to the rate you were told and backdated it to the date of installYour new current balance is $and will continue to be about $per month after taxes for the duration of your month contract

WOW! does not make any guarantee of providing firmware updates to customer-owned modemsWe do not have any updates available to this equipment at this time

After review of the customers bill, it shows we gave them credit to the day they returned the equipment to us so there remaining bill is only charges for time that they used WOW! servicesThere were no charges everything is accurate and correct

My bill that month was for $I deducted $for the "Truck Roll Charge, $for non use of the Internet for days, $cost and time for trip to the Wow! office, $for lost of home office appointment, $for time spent trying to connectTotal deductions were $ I then sent in a payment for the balance of $42.55.Thank you, [redacted]

The call included the specific subject of whether moving would incur an early termination fee The representative did specifically say moving did incur an early termination fee if services could not be transferred The early termination fee does apply in this case

We received a complaint from this customer regarding an ongoing issue with her cable serviceWe have made attempts to have made attempts to contact the customer, but the call is forwarded to voicemail and the inbox is full so we're not able to leave a messageThe technicians have made adjustments to our line outside, but they would need to check the service from inside the homeWe have provided the customer with our direct phone number and email if she should have any questions or would need us to schedule another technician to help resolve her cable issue

We have reached out to this customer to reach a mutually beneficial agreement and resolve this issue

***, I apologize this was not handled earlierWe have cleared the remaining balance on this account and you now have a $balance with usYou should no longer be receiving a bill

I have spoken to this customer about the experience they had with our agentWe apologized for the poor experience and will be providing feedback to prevent this issue in the futureThe customer had no other concerns I could address after her feedback on her issue was given

Complaint: [redacted] I am rejecting this response because:I want it to clearly established that I spoke with a supervisor named James who said that my account balance is now -0- I returned the equipment and cancelled my service Sincerely, [redacted]

The consumer does not have an balance where the consumer is owed a refundThe August 11th, statement reflected a balance of $The consumer processed this payment by phone for the specified amount for services renderedWOW! considers this case closed

We have reached out to this customer to clear up his billing concerns and are making arrangements with our local management team to have his Internet problems resolved