WOW! Internet - Cable - Phone

We have spoken with the consumer and advised her that if her mother's account was setup fraudulently then she would need to file a police report, and either fax or email a copy to usUntil we receive the police report, the charges are valid and collectible

Complaint: [redacted] I am rejecting this response because I did not agree to a contract and WOW cannot provide proof of any such contract (we have asked numerous times for the contract and just get the run around)As such, I demand to utilize seasonal agreement for while I am not living in Michigan, WITHOUT increasing my monthly cost I am years old and feel that WOW is trying to take advantage of me because I am elderly Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/10/20) */ The bill has been corrected for the customer, they stated they are satisfied with this resolution.

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I'm rejecting because the entire time I had services with wow it was a mess.I complained all of the time no one ever helped honestly my wifi went out almost every other day I was lied to about the channels I was suppose to have.the name its self explains the company you will be like wow.I feel like the times I had the services I gave my hard earning away for garbageand yes the company did contact me and I replied I contacted the Revdex.com so who ever said they couldn't contact me told another lie thanks have a blessed day

We agreed with the customer request and will make sure he is not charged past the 22nd of June

We stopped charging for services in November the outstanding bill is for time used that was never paid for

Complaint: [redacted] I am rejecting this response because: I have not received a call or voicemail from themThis is typical of themThe time they came and it marked no access is due to them not calling as requested and agreed to before they arrivedMy wife was gone less than minutes to pick up our sonThe two times before that they didn't show we have on our home video where they never even came to the house at the time they said they were thereWe have left WOW and went to [redacted] All we are asking at this point is for them to write off the remaining bill with them which is $+\- Sincerely, [redacted]

Consumers that commit to a service agreement waive the option to have their services put on holdThis is part of our terms of service on our websiteThe option for the consumer is to close the account and be assessed an early termination fee or continue to pay their monthly rate

The agreement offers are offered with a discounted rate that is only sustainable if the service is used for the length of the agreement made As we do have month to month offers available for customers that are mobile or who will be moving, moving to an area that we do not service is in breaks the agreement that was made and is not a condition in which the early termination fee can be disputed

Complaint: [redacted] I am rejecting this response because:After three attempts to repair the service WOW! was unable to deliver adequate service and issued a waiver to their "terms of service" to allow me to cancel without a early termination penalty This information is in the trouble notes from 4th quarter Let it be known that WOW! has lied to me in an effort to trick me into being billed an early termination fee, which they refuse to waive Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: WOW is unwilling to admit that their representative did NOT advise me of the total monthly amountAt the original encounter in March I did emphasize that I was on a fixed income and to adhere to a budget plan was adamant that I needed a consistent monthly amount I specifically asked if the quoted amount of $would be the amount going forward and was assured that it was WOW is also unwilling to release me from this fraudulent contract without early termination penaltiesWOW representative " [redacted] " is being untruthful Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I had requested that the call recordings from [redacted] to WOW be reviewed The person that I spoke with at WOW said they would talk with a manager and return my call I never received a return call Was this documented? If representatives from WOW are not properly documenting calls particular to the dispute of a charge, this is a larger issue My bill was set for auto-pay and my rate increased without my approval I would request again that all call recordings from [redacted] be reviewed Increasing auto-pay without consent and poor record of customer complaints, this needs to be addressed Sincerely, [redacted]

Advertised offers are available to new residential customersThis is stated on our website and our ads

The feedline was replaced on 8/8/Credits have been issued to the account, which were reflected on the customer's most recent billing statement

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] ***

As mentioned in previous responses the customer is aware that they will be charged for reactivation fee's we will not be crediting any of theseWe offer the extension as a courtesy to our customers and notify them of the fee associated with restoring servicesThe customer account has been disconnected and is no longer active with WOW!

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ We have been unable to reach the customer to resolve this issueWe will need a valid phone number to reach the customer in order to go any further with this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with a supervisor who said I would need to show him a current billThis would be proof that the cable is not illegal.I was very offended by that comment and informed him iI didn't have a bill I do paperless billingI also felt this was A LOT of hurdles for me the customer to jump through being this was not my faultWhat I also don't understand is why my cable was disconnected AND the technician took all my outside wires? WOW is very unprofessional and do not care about their customers Final Business Response / [redacted] (4000, 10, 2015/09/10) */ We are typically not allowed to alter another providers line, even when one was cut or damaged by a WOW employee in errorIf we are going to repair a line from another provider that we may have cut in error, we require proof that the line should be activeThis is a standard industry practice and was in no way meant to offend [redacted] We have not been able to make contact though the customer did speak with a technician supervisor, we have applied a $credit to the customers account

We called and spoke with this customer regarding the poor experience he had with our representative & supervisorWe will be reviewing those calls to coach those experiences appropriatelyWe reviewed the account, payments, balance, and bill cycle/due date with the customerHe understands his billing now, but states that he remains unsatisfied with the experience

We have confirmed that the street this customer moved to is not serviceable by WOW!WOW! does have provisions available for circumstances that would qualify for waiving the Early Termination FeeMoving out of our serviceable area is not a circumstance in which the ETF would be waived, regardless of how near/far our closest serviceable address is, unless the customer is active-duty US military service member with relocation orders.Please visit [redacted] for our Annual Service Plan Terms and Conditions for more information

We are currently working to come up with a resolution to this problem that will work to satisfy both partiesWe will provide an update when one is available