WOW! Internet - Cable - Phone

Initial Business Response / [redacted] (1000, 14, 2015/11/13) */ The equipment has been removed and the account credited. Initial Consumer Rebuttal / [redacted] (2000, 16, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have assured me that I will receive a refund... check in the mail for the credited amount.

We have made attempts to contact the customer through the phone number she providedWe have left at least three voice mails but were unable to speak with herWe have reviewed the calls made on 6/from when the movies were first orderedThe person who called claimed to be her son and was able to provide the security question to access the accountThe Video On Demand charges are valid and will not be credited back to the consumerShe is welcome to change her security question over the phone with our customer service representatives

Complaint: [redacted] I am rejecting this response because:Each time they have called I have been away from the phone, I have return a call to the number they left They do not pick up The last message they left indicated they still have not verified the problem has been fixed I returned the call and stated clearly the problem is not fixed and they need to follow up and verify the problem has been fixed before they call backI have tried to use the service repeatedly and it does not work And, I keep telling them it does not work I feel they think a phone call is doing their job...it does not They need to verify the system is working, cause I assure you from my end it is not Weeks ago, while online and on the phone with one of their representatives, the rep confirmed it was not working properly and assured me they would fix it and confirm it was fixed Here we are weeks later and after several calls from a "quick response team" that only calls because of a Revdex.com complaint I would like for them to email me explaining why they think the problem is fixed and how it was tested from the consumer's end Better yet, as I have suggested before have the technician call explain why he thinks it is corrected Like before, if I am not at the phone, have the tech leave a callback name and number Or better yet consider all future by email I would very much like to share these emails with Revdex.comIn my opinion, WOW's response have been the worst I have every experienced in my entire life[redacted] *** It seems to me Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have called the number that the WOW 'Executive Response Team' had provided me, I left a voicemail on the 19th and 20thI have yet to hear back from anybody from WOWI believe they are lying and are in hopes the Revdex.com day response deadline will pass to have an automatic 'Customer Satisfaction' criteria metI have still not been helped by ANY MEANS and am still paying for services that are simply not being provided at timesI also had AUTOPAY set up for WOW's billing, I am supposed to be paying $for internet, they had an AUTOPAY bill for $to be charged on my account, for no valid reason - the bill is attachedAfter hours of talking to customer service and being hung up on by a WOW supervisor named [redacted] ID # ***, they said it was somehow a 'glitch in the system' and they still charged me $over my agreed bill of $because the 'system wouldn't let them remove any more'This is simply unacceptableWOW pays the city of [redacted] $400,a year to have this contractWe as the people of [redacted] are simply being scammed Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/08/12) */ We have applied a credit for month of internet service to the customers account and have tried reaching them times and have been unable to make contact

Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ We provided the package that you requested for $no including equipment charges, fees and taxesAS you stated during the call with the sales agent you did review the small print that does provide this informationPlease give customer care a call at 866-496-to set up arrangements to have the equipment picked up Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Speaking with the sales agent, an $8/month 'broadcast fee' was NEVER mentionedIn the world of fraud, hidden information is just as much fraud as informationYour company perpetrated a fraud with meOnce I called you out on your fraud you then attempted to raise the price even moreThat is termed 'bait and switch' which is another fraud When I tried to make arrangements to have the equipment picked up the service rep said it would cost $There is absolutely no way I'm giving you $to remove the equipment with which you tried to rip me off Final Business Response / [redacted] (4000, 13, 2015/05/07) */ As I stated before this information was listed on the flyer that you stated you read to the sales againPlease give customer care a call 866-496-to make arrangements to have the equipment picked up or return it the local office to avoid any further charges on the account for the equipment Final Consumer Response / [redacted] (4200, 15, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, $'broadcast fee' was not listed on the flyerYou are committing the fraud of 'advertising'A fee that is 20% of the advertised cost is not reasonable; it is fraudHad it been actually 'listed' as you falsely claim, there wouldn't be a problemQuite simply, you are a liar

As per our terms of service, the customer has thirty days from the date of receipt of the bill to register a dispute with WOW! No further credit will be issued for this matter, as the customer did not let us know that she was having a problem until only recently

We educated the consumer by sending out a technician to the consumer's home. The technician discovered that the consumer was using a beta speed test app to test the speed of the internet. The technician corrected this and the correct speeds were being displayed through the newer app. Our terms of... service does explain that wireless connections through our service are not guaranteed. The consumer was getting the correct speeds and nothing was wrong with the services. The consumer is not warranted a credit as the services were working as intended.

Complaint: [redacted] I am rejecting this response because:The representative from the executive response team says the problem has been fixed It is notI was also told it was fixed the day I filed the Revdex.com complaintThat day the representative, a supervisor, acknowledge during that conversation that during her many years of employment she has filed many complaints regarding the technical department closing out complaints without verifying the problem had been corrected Back weeks ago, when calling Wow, I was assured I would receive a call and verification would take place assuring things were fixed Didn't happen.I asked for a call from Wow, with a number I could call back and discuss the issue with a technician and verify the fix This did not happen The number I was given to call transfers me to a another country were the representative is difficult for me to understand, at which time, I ask for a representative in the U.S All this usually takes about minutes or more just to talk with someone.This problem is ongoing, has been for months WOW has a systems problem, a process problem and the last call from their Executive Response Team clearly demonstrate that.Sincerely, [redacted] Sincerely, [redacted] ***

I apologize for the inconvenience that you are currently experiencingJust to let you know our payment systems have no changed on how the process information for paymentsWhen ever you make a payment via a non WOW! locationThis would be anything that is not a WOW! office it can take t o business days for that payment to processI would be glad to speak with you in regards to this issue if you would likeI have left a voice mail on the number you left us that has our contact information

We are very sorry for the poor experience We welcome the opportunity to resolve these problems so that the customer can stay with us, however, if he should choose to disconnect his service, he is within his day grace period to avoid an early termination fee If he wishes to disconnect, he just needs to call WOW! customer service at [redacted] to make those arrangements

Complaint: [redacted] I am rejecting this response because:I have received, and understand WOW's explanation concerning my personal phone number appearing online. I have just sent an email to a person simply named [redacted] , @executiveresponse, at WOW, stating the following: I requested... that starting today, August 10th, 2017, I want to discontinue service from them for a "non-published" listing, because I am not going to pay for something that they, for all intents and purposes, have no control over. In addition, I requested that the service of my "Line ID Block" be discontinued as well. Obviously, I fully expect both of these charges, beginning today, to be removed from my billing statement. I stated to them that I was not canceling my WOW service, simply requesting these two phone services be removed, and not charged for after this date. Sincerely, [redacted]

We have responded to the customer via email to discuss a resolution

We have agreed to refund the customer the current month that is due via check

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing The account has been corrected and a credit was placed on the account for 20$ for the inconveniencePlease let us know if there is anything else that we can do to assist you

We have spoken [redacted] and explained after reviewing the calls her son made, that the Video OnDemand charges are valid and will not be waivedThere were multiple videos ordered on the consumer's end after her modem was swapped out, which reset the settingsThis type of equipment does not allow us to order Video OnDemand movies for herWe also explained her billing cycle and past due charges which is the reason why the services were interruptedConsumer does not agree with this, and advised us that she will continue to file Revdex.com complaints against thisWe are closing this complaint since we have addressed all of the her questions and concerns

Initial Business Response / [redacted] (1000, 16, 2015/07/01) */ Spoke with customer on the phoneWas attempting to explain there was a credit due back to her but not in the amount on the complaintCall was lost due to unknown causeHave been unable to reach customer sinceRefund check is being sent this weekHopefully this resolve's the issue

Complaint: [redacted] I am rejecting this response because:for the business to say the tech made a mistake is understatementThe line for the service WOW had previously provided was hanging outside of the box on the houseTheir tech trespassed onto our property - opened the service box & disconnected a line of service provided by a different companyThere was no mistake by the tech - it was a deliberate actionTheir techs action caused us to miss work to make arrangements with our current provider to find out why we suddenly had no serviceWe had to change our schedule to get the problem fixedWe were left without phone, cable or internet for almost a week because their tech trespassed onto our propertyThe service from WOW was cancelled months agoWOW had no right to be on our property without providing some type of notice before & after their visit.What is to stop a WOW tech to decide to come disconnect our service in the future??How is WOW going to make up for the work time lost to fix their tech's mistake? Sincerely, [redacted]

Our local management team has removed the disputed equipment from the account and we are in the process of having this credited and the refund due sent to the customerThis should all be completed within a few weeks and the customer has our direct contact information if there are any further concerns

Initial Business Response / [redacted] (1000, 11, 2015/10/19) */ I apologize that you where having speed issues with your internet service with usI have placed a credit on your account for the cost of service for days that you reported having this issueWe will not reimburse you at your requested rate In our terms of service we do not mention an 80% reliability guaranteeWe do however try and use that mark to help troubleshoot issues if something repeatedly falls under that we need to address that issueIf you have any further concerns please let us know