WOW! Internet - Cable - Phone

We have made no changes to the customer speed and he should be able to access the speed he is paying forIf he is having slow speed issues he would need to contact us for supportIt has been posted on the bill since the discount was applied that it was only a month discountWe have contacted the customer explained this issueWe have not participated in any poor business practices as the customer has been trying to indicateThe customer was aware when hey signed up that this was for months so this was something that was addressed in the beginningWe have addressed all of the concerns involved in this issue and even contacted the customer to give him a lower price than what it went up to after his discount expired

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Wow never said $a month and as I stated previously I was told plus for the upgrade of speedWOW is not being honest or holding to what their CSR's stateI spoke with [redacted] their CSRNo one at any point in time ever said dollarsWow did not attempt to contact me, this is also not trueMy complaint standsAwful untruthful business

Final Consumer Response / [redacted] (2000, 6, 2015/04/14) */ I called and spoke to customer service representative, LucasHe was not willing to assist me, so I requested a supervisorHe was reluctant to allow me to escalate but I insisted Spoke to call center supervisor, ***I explained the situation to her and she agreed to resolve the matterAfter placing me on hold for a few minutes, she came back and assured me that the $reconnect fee would be waived, as would the $late feeI confirmed that the only amount due is the monthly service charge and she agreedI asked her to confirm that the service would not be interruptedShe confirmed that service will not be interrupted This matter is now closed satisfactorilyThanks!

Our local management team has reached out to this customer and is working to resolve the problem

Complaint: [redacted] I am rejecting this response because:Two months should be refunded, not oneNeed clarity from WOW about how they will prevent this issue from happening in the future WOW violated privacy by changing settings to my account without my authorization Please describe policies and controls in place to prevent this from happening in the future Sincerely, [redacted]

We have spoken with the customer about the amount of credit and assured we try our best to keep outages at a minimumIf a service outage is to happen we try to resolve it as soon as we can

Customer actually had an email correspondence with us on 8/14, where he was told his final balance would be prorated from the date of disconnection, and the prorate was about $ Confirmed that the prorate was in fact exactly $as discussed leaving a valid final balances of $for services prior to 8/ Response to customer provided previous email thread as well

I apologize for the inconvenience that you are currently experiencingWe have credited the remaining amount of the $that had not already been appliedI am sorry for the confusion but I am glad we were able to get this issue fixed for you

We do apologize for this poor experienceUpon reviewing the account, we have found that our Account Research (billing) department has already issued a credit for the returned payment fee to the accountThis will be reflected on the customer's next billing statementWe apologize for the trouble this has caused and trust this credit will bring this matter to a close

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I am happy to let the FCC continue to assist me with my issues concerning WOW Cable Sincerely, [redacted] ***

We have spoken with the customer this morning to notify her that the extra payment has been received and that we will send out the refund as soon as possible

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing We have reapplied the discount to your account for an additional months and backdated to cover the current monthThe current statement was already paid so your next statement that prints on 7/will reflect the new rate of around $after tax, minus the credit for the 6/bill, so it will be around $After that your statements will all be around 130$ per monthPlease let us know if there is anything else that we can do to assist you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/09/23) */ We have applied the requested credit to the customers WOW! account

This is the resolution that has been provided by our system engineers to bring the two systems in syncThe customer has the right to refuse this troubleshooting, but we will not be able to assist him further in this matterHe is welcome to call WOW! Customer Service at ###-###-#### to complete the necessary steps to resolve this matter

Initial Business Response / [redacted] (1000, 14, 2015/07/13) */ I spoke with the customer and as a courtesy have waived the cost of the equipmentThe amount requested will be credited to the account and a refund for the difference will followCustomer was happy with the resolution

The customer will not be compensated for any time to deliver the payment that he owes WOW!After reviewing the account I see that all payments that were returned to the card was caused by the customer or the credit card companyOur records indicate we returned to the funds due to a them being "fraudulent" paymentsIf the customer wishes to return to WOW! they can make a payment for the full amount and call in to get the service installed or they can call in and setup a time to get the equipment picked up

Initial Business Response / [redacted] (1000, 10, 2015/09/25) */ We contacted the customer and there bill was explained and a credit was appliedher final bill has been corrected

This issue was addressed over the phone with the customer on 02/03/She was notified that there was a credit on her account that caused the bill to be on the previous month not the that it is currentlyThe price is the correct pricing as she was told before

Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX This complaint was sent to the wrong officeTHis complaint should have been sent to WOW Internet, Cable and phone [redacted] XXXXX XXX-XXX-XXXX Office XXX-XXX-XXXX Fax XXX-XXX-XXXX Cell Attn [redacted] Initial Consumer Rebuttal / [redacted] (3000, 21, 2015/05/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted the company and was told they would remove charges for their services and would not reimburse me for their mistakesThey also sent me bills for services I never used Final Business Response / [redacted] (4000, 23, 2015/05/21) */ The bill statements are for the services being activated with usthe phone number had to be activated with WOW! in order for the number to be ported outThese charges where removedNo reimbursement can be made without an active accountWe have take care of all charges on the WOW! account for this situation Final Consumer Response / [redacted] (4200, 25, 2015/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company never offered any reimbursement for the costs I incurred due to their poor service practicesThey stated all charges were removed and while I have received an adjusted bill I still received an overdue bill notice from them