WOW! Internet - Cable - Phone

Complaint: [redacted] I am rejecting this response because:I called again with my mother on the phone they created a... new account for mother as they should have done the first time. They put service in my name again after I dropped off boxes in error. And if they digged a little deeper the first call they could have simply created a new acct for her that first call. They ended up creating new acct cause they knew they werw wrong. Sincerely, [redacted]

Our local field service supervisor has reached out to the customer to ensure that this issue is resolved

Reply sent to customer advising that monthly alternatives are available for anyone expecting to be mobile, however an agreement offers a discounted rate in exchange for agreeing to purchase service for a set amount of time, so moving to an unserviceable area is breaking the agreement he made and a case where the early termination fee is valid

We have been unable to reach this customer after multiple attempts to contact him

We received a complaint about a billing issue with multiple technician visit fees that were charged to the customer's accountWe have already gone ahead and credited back the technician visit fees, and there is a credit balance of $We have agreed to issue the refund check sooner than the 4-week time frameWe are closing this issue since it has been resolved

Complaint: [redacted] I am rejecting this response because:The referenced FCC investigation has failed to result in either successful deployment of services or a full refund of $for failure to deliver servicesSincerely, [redacted]

We are sorry that we are not available at this customer's new home, but moving out of our serviceable area does not constitute a situation in which the Early Termination Fee (ETF) would be waived, unless the customer is a member of the United States Armed Services and has received military orders to relocate outside of the local WOW! service area.As part of our Minimum Term Plan Terms & Conditions, the ETF is something that the customer did agree to when signing up for this service plan should the service be canceled after the 30-day grace periodThe customer was provided a lower monthly rate by accepting a minimum term service agreementAs such, the ETF is valid

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]

A statement, showing the deduction of services billed beyond 11/17/16, was mailed to the customer on 11/29/This also serves as evidence that the account was closedA prepaid [redacted] kit was shipped to the customer on 12/13/16, so he can return the equipment to us

We have made the best offer we have available to this customerShe is welcome to either accept or decline itNo further offers will be madeWe apologize for any inconvenience

Complaint: [redacted] I am rejecting this response because: When WOW contacted me, they stated they were unable to find any records of us calling previous before the technician was scheduledThat is the reason why they offer that dealI do not agree with companies that do not document there system with important information or give informationI have attached a copy of our phone records that shows we have contacted WOW previously before the technician was scheduledI also have when we call in January and that is when our service began to declineThis record is between my spouse and I mobile phoneWe are unable to provide proof of land line records at this time that will further more prove that we called multiple timesWOW offering $off our bill is a slap in the faceAlso we were told that we were not suppose to be charge the technician fee anyway, so why are were we being charged for it? The issue was because of WOW not usThis is another reason why I do not like how the company is treating usDo not throw additional charges at us and say you are removing it as a sign of great customer service when the charges are not suppose to be there anywayThe records show when we initially called in November to set up service until August We called in the following months:November, December, January, June, July, and AugustAgain that information is reflected on the phone records that I attached to this complaintWOW has failed to provide service that we paid for and still paying forWOW is not holding up their part of the agreement when it comes to providing the accurate amount of internet serviceI'm asking that WOW is honest and does the right thing by their customersAs I said before, I am not asking for total reimbursement of payments since January, but please do not insult my intelligence with a $credit Since January, we have been paying for services that we never received Sincerely, [redacted]

We have spoke to the customer and informed her that we applied a $credit for service issues past the $that was already on the accountWe have also offered to send a technician out at no charge to resolve any issues if the customer decides to return to WOW!At this point the balance is due in full before we would be able to restore service

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Thank for you contacting WOW via the Revdex.comI apologize for the inconvenience that you have experiencedI reviewed your account and see that you had multiple problems with your service and had to call in many timesThere were credits applied to your account previously, but after further review, we have credited your final balance leaving a $balance on the accountWe hope you will consider returning to WOW in the future

The consumer has submitted the same issue through the ** Attorney GeneralWe have resolved this issue through the Attorney General at this time

There is no history of technical issues on the account The first report of any internet issue was during the call to disconnect Customer was offered a technician to resolve a technical problem, otherwise an early termination fee would apply Technician was declined The early termination fee is valid and will not be waived No further consideration will be given to this matter

We were able to resolve the service issues in the home with an onsite technician and we have provided a credit for the time that the service was not working properlyWe are assuming the case as closed because we have resolved the service issues and provided credit for the time that the service was not working properly

Complaint: [redacted] I am rejecting this response because: I am rejecting this as the associate, at the time, I requested cancellation, did not inform me this for both equipment and service charges I was with WOW for over 7-years, I would have paid a small balance to avoid affecting my credit This was all caused by their lack of communication.In addition, I have never seen such an informal and less descriptive Revdex.com response, as it's only stating a few points They have not addressed my main concern regarding the lack or ms-communication and how they will rectify my credit Feel free to pull my credit history and see if there are any other negative entries I've worked my entire life to build and preserve a solid credit rating Now this small amount is impacting me greatly Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ The Money-Back Guarantee was denied because the account did not meet the requirements for the agreement of the Money-Back Guarantee. Please review below. If you have any further question please contact customer care at 866-496-9669. 60-day... Money-Back Guarantee Money-back guarantee available to first-time subscribers for refund of first and second regular monthly payments made by customer for WOW! services (excluding taxes and other fees, equipment charges, optional service charges, WOW! OnDemand, pay-per-view, long distance and other usage based charges). To be eligible for a money-back guarantee refund, customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii) disconnect and request a refund at the same time within 60 days of service activation. Refund will not apply if service is reestablished by customer within 180 days of disconnection. WOW!'s money-back guarantee policies are subject to change. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The door-to-door person that this company sent out to talk to the people, promised me the money-back guarantee as he knew my reservations about going back to a company that broke my television last time I had their services (locked me in a DVR as they broke my cable connector off the TV). WOW told me they do not support what is being told out in the field when I phoned customer service to dispute this bill. I do not owe any money to WOW. I never disconnected my services with [redacted] My phone, internet and cable were still being provided by [redacted] WOW needs to provide a detailed description of exactly what they feel $39.48 consists of in services they provided to me. I took WOW's equipment out of my home, and drove it to the [redacted] location immediately upon learning my phone didn't work, my internet and cable wasn't working correctly. WOW provided nothing to me other than a headache of inconvenience of poor customer service and lies. I telephoned the [redacted] and [redacted] I was informed that WOW has a history in this town since coming to Birmingham for poor customer service and lying to people and tricking them into signing with them and locking them in. This company should not be allowed to deceive the public and elderly. In WOW's best interest, this bill needs to be written off as I plan on fighting against this until justice is served. I have other people that have the same complaints against WOW, and they have all removed their services with them. There has been complaints filed with the [redacted] to attempt to not allow WOW in the town deceiving our elderly and trusting people. This is an example of their poor customer service. Their response is classic quoting policies. How can policies be quoted or used as a defense when I was told to my face, in person, that services were going to be cheaper, better and guaranteed or my money back PERIOD. Zero language of when, how etc. the guarantee was based upon. I expect WOW to not be honest as there is no history with them to do otherwise. I stand firm on this complaint. People should be able to trust a company that prides themselves in advertising great customer service. WOW is not that company.

The consumer processed an automated payment and withdrew the current balance