WOW! Internet - Cable - Phone

Complaint: [redacted] I am rejecting this response because it is simply unfair business practices to charge a consumer for services that cannot be provided by the company Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I am paying $45/month which is more than agreed upon anyway, for not even a tenth of the speed I should have been getting Sincerely, [redacted]

Thank you for contacting WOW! My name is *** I apologize for the inconvenience that you have experiencedIt appears there is some confusion on what happened with the billing on your accountThe account was in good standing, then the last payments made via credit card were disputed simultaneously, either by you or by the credit card company and those payments were returned by WOW is accordance with credit card regulationsThis put your account seriously delinquent and ultimately caused the disconnectionAnytime a payment is returned for any reason, there is a charge for that and those charges are valid if this is a problem that was initiated by your bank, you can discuss being reimbursed for any WOW related fees from them, but your account wouldn't be restarted without valid paymentPlease let us know if there is anything else that we can do to assist you

We have verified router settings are optimized and all signal levels are reported in specification by the modem Supervisor technician notified and will continue to monitor area and contact customer weekly to check for any remaining ongoing issues

Our terms of service and service agreement holds the consumer liable for the early termination feeThe consumer will not have the early termination fee waived

We have already received these complaints from the customer outside of BBB and addressed them at the executive level over the past several months. We have found these allegations to be unsubstantiated and will not give any further consideration to these false claims.

The customer and I have spoken about there concernsWe have addressed the pricing issue and come to an agreeable option, also we have discussed a credit issue and I have sent the customer free movie coupons that should be good up to about $dollars on movies depending on which ones they choose We have added back on the Service Protection Plan as the customer requested at an agreeable rate

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] ***

We have not been able to reach this customer by phone to resolve this issueWe left voice messages on both contact numbers that we have on recordShe is welcome to return our call so that we can assist her in this matter

Complaint: [redacted] I am rejecting this response because:Yes, WOW did come out and pick up their equipment as scheduled today 7-25-@ 8:55amHowever, I would like to wait before this case closes to receive my final bill to ensure that all credit has been adjusted correctlyI did pay my bill for the entire month of July, and service has been discontinuedso, some adjustments needs to be made regarding July 24th through the end of the month and the two days of no service the previous week (July 17th & 18th)Also please ensure that WOW has not made any reports to any credit BureauThanks Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11111220, and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: As previously stated the consumer equipment has no difference preventing its useWide Open West is simply shoring up their profit margins at the detriment to the consumer Sincerely, [redacted] ***

This issue has already been resolved, as the customer called in to customer service and had the tech visit fee removed

We have attempted to contact the customer twice by phone (left voicemails on 9/& 9/25) and once by email (9/21)There has not been any response to our attempts to contactCustomer is welcome to reach out to us by responding to those calls or email

We attempted to contact the customer at the phone number provided, but when he answered he said he did not want to talk to us and hung up

The customer has provided a trace route which illustrates the issue he is referring to lies outside of our network We unfortunately cannot control another entities network, nor how another entity routes it's traffic We also have informed the customer that another entity's network is not an issue that we are going to compensate for

We have made contact with this customer to get more informationAfter receiving the information we requested we decided to credit the balance with TWCThe customer has indicated that he is satisfied with this outcome

Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ We spoke with customer and applied an additional credit for the customers problemsThe indicated they accepted resolution for this matter Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/05) */ From: [redacted] (mailto: [redacted] @gmail.com) Sent: Tuesday, August 04, 10:AM To: Revdex.com Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX) Importance: Low thank you so much, this issue, has been resolved, thank you Revdex.com, for your help,

We have notes from a conversation with [redacted] stating she got the January bill and refused to pay it and was notified it would be going to collectionsWe will not be removing this account from collections as the bill was received and acknowledged

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you have experiencedWe have not been able to reach you in regards to this complaint, but reviewing your account it appears that a phone representative was able to match the offer you were given Please let us know if there is anything else that we can do to assist you