WOW! Internet - Cable - Phone

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. This is conditional upon my next WOW bill including the full $8.59 credit due my account. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Spoke with the customer explained the cause of the internet issueCustomer had already been given a credit for her time without service for well over the cost of the service per dayShe was happy with resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/20) */ From: [redacted] (mailto: [redacted] @gmail.com) Sent: Friday, July 17, XXXX XX:XX AM To: Revdex.com Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) Importance: Low Reply about a complaintI recently submitted a claim about wow cableAnd wanted to say that after a few daysMy issue was resolvedWow handled everything very well

I have been able to contact the customer and resolve the speed and billing issue to there satisfactionWe were able to troubleshoot the modem to allow the speeds the customer is supposed to be receiving with a few quick changes

The consumer had the issue corrected by our field technicians

I have tried times to add photos, your system keeps crashing I do not accept, nor do I want them to enter my property againThey made the problem worse by dumping uneven soil and piles of grass seed and some chemical agent (I assume fertilizer) on my property on top of only half of the damageThey have proven through not listening to my request for sod to be put in place to repair and furthermore they did it so poorly, I will have to remove what they did half assedIf they want to resolve this now they will pay me $dollars for me having to repair their repair, and repair their damage, and reclean the sidewalk I just had treated for $Complete failure to resolve the problemAgain I do not want anyone on my property again, they have proven a complete inability to listen or work competentlyI am meeting the mayor later to explain my grievances with him to make sure no more solicitors permits or construction permits are given or authorized to wow in this city Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:***, helloI returned my cable and modem boxes to WOW! on Monday, June When the technician came out to fix the repairs the last technician left behind, he hit my trashcan with his truck and spewed my trash all over my drivewayI have pictures of all these incidents from this UNPROFESSIONAL companyNot only did it take almost days to get a supervisor to even respond to me, but then to have him hit my trashcan and leave my trash everywhere is just a disgrace the company as a wholeI will NEVER recommend this company, and will defer anyone inquiring about your servicesThank you and good day Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I reset the password Still does not work This problem has been ongoing for months now and occurred at least once before this Extremely poor customer service I want some compensation because I have been unable to use this service that I have been paying for and I want it fixed now Sincerely, [redacted] ***

The equipment in question has been on the account since the customer transferred service from a previous addressThere have been four pieces of equipment listed and billed for on the account since that time and only two were returnedThere is no record of the customer returning the equipment that has been charged

Unfortunately, we are experiencing trouble in your areaOur technicians are currently working to restore service as soon as possibleWe are continually working to manage our network to keep outages and service problems to a minimumRest assured that this is a top priority for our company

Our records show that the account holder logged into the Online Account Manager on our website for his account on 9/15/and registered a checking account for automatic paymentsA confirmation would have been sent to the account holder's email addressWhen the bill cycled on 10/1/with a past due balance, the account was drafted for the balance in full on 10/02/as it was due upon receiptOn 10/04/17, the account holder called Customer Service to cancel autopay.As the account holder signed into our website with the username and password for the account and registered for automatic payments, the draft from the checking account was authorized and is valid as charged

So when you paid the $33.21 there was still a remaining balance of $40.22 we billed you... twice more not for service but for lack of payment on the past due. Which has left you with a total of $60.22 We have waived $30.00 of that per your request however there is still an outstanding balance of the amount you listed in your rebuttal that is owed. We have meet you half way on this last part of the billing.

Customer contacted us after making this complaint and was offered a discount that they accepted to stay with WOW!

Our records show that the customer registered for autopay on 1/28/via the WOW! Online Account Manager websiteWhen autopay is registered, it does not go through until the next billing cycle, so the customer's balance of $still needed to be paidWhen her bill cycled on 2/09/18, the total balance of $for the January & February statements was paid via autopayWhile the customer may have unintentionally signed up for autopay, we did not "steal" her moneyWe took payment by the autopay that she signed up for on our websiteThis payment covers services for your 1/09/& 2/09/statementsWe cannot issue a refund for a payment made for services due during the current bill cycleAs the customer has unenrolled from autopay as of 2/12/18, no further automatic payments will be processed, and she may resume making one-time payments on your future statements

Initial Business Response / [redacted] (1000, 16, 2015/10/23) */ We have been unable to reach this customer, the customer disconnected service on 7/2/and the remaining balance was sent to collections days laterThe balance is valid and owed, if the customer has further questions, we are happy to assist Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response does not answer the questionI received a collection request before I received a bill with the amount I oweHow does that happen? You don't send anything to collections before you correct the customers bill and send a accurate billI have proof of the collection notice and the billI have no messages from them, nor did I answer a call from them, so how have they contacted me? These people say anything and think it is a sufficient responseWhy can't you get in contact with me? If you call, I either answer or my voice mail gets the callWhy did I get a collection notice before I got a bill? You got contact from me, when I told you I returned your merchandise and asked for an updated billBefore getting that bill, I received a correspondence from a collection agencyI did not know before you tell me what you think I owe, or a final bill or whatever you want to call it, that you just to collectionsHow do I know what you are asking if I don't get a bill, especially if there was a problem with the previous bill Final Business Response / [redacted] (4000, 23, 2015/11/19) */ We tried calling the customer more times, leaving a final voice message today at the phone number provided in the complaintThe customer was given a 50$ credit in June and again in August, the corrected final bill was mailed out on 9/14/and the account was sent to an outside collection agency on 10/2/The remaining balance on the account if for service received after the credits that were provided and is validThe customer can reach us at XXX-XXX-XXXX with any questions

The alternative to agreeing to signing up for a discounted rate in exchange for agreeing to pay for services for a set amount of time is to have monthly service that does not have these discounted rates Disconnecting, including moving to an unserviceable area, is breaking the agreement to pay for services for a set amount of time in exchange for a discounted rate The early termination fee is valid, no further consideration will be given to this matter

We have attempted to contact this customer by phone, but have only received voicemail messagesHe is welcome to return his equipment to our local office to have that charge removed from his balance.The equipment drop-off location for Evansville is located at: [redacted] ** [redacted] Office hours for this location are 8:30AM - 5:30PM, Monday - FridayThere is also a 24/drop off box at this location, in addition to regular office hours

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, 10, 2015/07/26) */ Called and spoke with customerAgreed to mutual resolution on final bill Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We have offered this customer a reasonable credit amount due to the intermittent service issuesWe have offered to provide a credit of $as long as a payment for $is madeThere has been no payment made to this account and therefore we have not provided this credit yetIf the customer chooses to make this payment we will apply the credit and start working on the service issues againWe have attempted to contact the customer to remind them of this offer but have not heard back from this customerIt also appears she no longer wishes to work with us on this issueTherefore, we are closing out this issue but if the customer would like to work with us on this we would be happy to help

Initial Business Response / [redacted] (1000, 10, 2015/10/31) */ We have called the customer multiple times and been unable to make contactUnfortunately we are not able to activate email service on an inactive WOW accountThere is no way to provide access to the former email address