WOW! Internet - Cable - Phone

We have credited the reconnection back to the customerUpon reviewing the phone call we determined the customer did provide correct informationSince it was a mistake on our end we did rectify the matter by credited the chargeWe are assuming this case closed as we did meet the customer's desired settlement

Complaint: [redacted] I am rejecting this response because: I have not yet completed the research on other comparable services I will advise when I decide HOWEVER, since I filed the complaint, I have had an ongoing service issue and if this abhorrent customer service is in any way related to my complaint, it is unethical and probably illegal My original service request involved non-working remote controls and issues with on demand availability Through an email to WOW, I suggested that perhaps the box was defective Subsequently, " [redacted] " - a resolution specialist (which he is most definitely NOT) arranged a service appointment for Friday 6/3/ Technician came, provided a new remote control and switched the box All was well until sometime after 8:pm on Saturday 6/4/when I used the auxiliary cable service in my bedroom Sunday morning there was no access to the main cable box The message reads "the EXPLORER settop is not authorized for use" Another service call, another technician, two additional box exchanges and still no service The auxiliary service in the bedroom is still functioning He placed a call for maintenance to resolve the issue and then gave an eleven hour window to fix it but no one ever showed up Today, I spoke with [redacted] in customer service who again promised an eleven our window and that is just a ridiculous amount if time I just called to follow up and the recording states there are no appointments scheduled Spoke to [redacted] who tol me that maintenance was already here and found nothing and once again it is escalated to "front end" with 24-hours to respond I am appalled that this issue cannot be resolved I am outraged that this is continuing for over two days and NO ONE can give me an answer I insist that someone contact me and get this issue resolved How can the auxiliary service work and the main service not??? What are the next steps? Do I call Consumer Protection? The FCC? The media and all its negative connotations regarding WOW? I can be reached at [redacted] and don't even think about disabling the auxiliary service I am disgusted with WOW Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 10, 2015/05/20) */ I'm sorry to hear about your situation with getting you bill loweredI apologize that you where misinformed, we are able to offer you this rate that you read onlineIf you are still interested please give customer care or me a callI also left you a voicemail with my direct number

Complaint: [redacted] I am rejecting this response because: As I stated in my complaint, the website was working as of a few weeks ago, so the claim that it was discontinued and I was notified years ago is simply untrue Sincerely, [redacted]

The customer elected to cancel her serviceAs such, we consider this matter to be closed

Complaint: [redacted] I am rejecting this response because: My services were never interruptedYou need to fix your equipment that reports that informationOne of your employees told me in January or February that sometimes the service shows interrupted and it has not beenThe reason I was told this is because I checked on a bill as to why it was highI was informed that I had been disconnected on the 3rd of the monthI told them that there was no way I was disconnected because my disconnects do not come up until the 18th-20thAt which point I was apologized to and the charges were waived Sincerely, [redacted] ***

At this time we are not able to provide service to your locationIf we are able to finish building out to your location and start up service we would be glad to let you know

WOW! was able to address the consumer's issue with internet service problemWe were able replace the equipment and test the connection extensivelyThe repairs that was completed by our field operations resolved the consumer's issue

please refund tne monthly cost of dvrI was not made aware of issue with missing channels As I mentioned I shouldn't pay full price for dvr if all advertised features are not availableThat's why I am asking Revdex.com for assistance Who advertises services that are not available but charge consumers for it anyway?? Complaint: [redacted] I am rejecting this response because:Please be aware you will have thirty (30) minutes to type and submit your response belowAny correspondence submitted after this time frame may be deleted and it is not guaranteed Revdex.com will receive the information Sincerely, [redacted] ***

The consumer was credit for the erroneous charges on 01/31/The account was also corrected in that the modem charge was removed

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing We have not been able to reach you by phone, when I review your account I see a technician was out and resolved the service issues have been resolvedYou account has been credited $Please let us know if there is anything else that we can do to assist you

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ the last payment made on your account was on April 21st for $by [redacted] We verified none of the payments went though that you tried to make on May 15th, You will need to contact you bank if you are showing these are pending and why they have failedThe account currently has a past due balance of $and current charges of $I have issued you a time courtesy late charge credit of $that will show on you next bill statementIf you have any further questions please contact customer care at XXX-XXX-XXXX

Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ The service was turned off for a past due balanceWe have waived the reconnect fee when service was restored of $In the future if service is disconnect this will be a valid charge as well as the equipment pick up chargeThis can be avoided by returning the equipment to the local office

The consumer has a DTA in the homeThe consumer can return the equipment to the local office and not be charged for the equipmentThe consumer was credited fairly as statement disputes are disputed within the first days of our terms of serviceWe dd make the exception and credited beyond the daysThe charge for the DTA is $per month

The account has been reviewedThe consumer expressed an issue with service on February 11th, This one issue was resolved with education to the customer about about the current balance and status on the accountServices were rendered from Februray 6th, to May 15th, No further issues were reported to WOW! from the consumer for, lack of, or issues with, services renderedThe consumer failed out of months to complete any payment to WOW!At this time were are declining the proposition in place for this case and is considered closed

We would be glad to look into this complaint however we have been unable to reach this customer nor locate the account with the information given

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ Spoke with customerAgreed on a billing amount the customer thought was fair credited to that point and customer will pay the remainder Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) They removed half of the bill which is more than fair, I will be returning to them as a customerI never wanted the entire amount refunded, just the part I didn't owe as I had changed cable providers

Initial Business Response / [redacted] (1000, 11, 2015/10/23) */ The customers account was credited, the equipment removed and a refund check was mailed on 10/This customer has disconnected their account with WOW Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I partially accept their responseThe business did ultimately close my account and issue a refund checkHowever it took too long and multiple calls to the call centerI do want to acknowledge that after repeated calls to WOW's call center, I called my salesman MrRhett Billings and he resolved this; I hope he recognized for his good work Also the business has not stated what it will do to prevent this from happening again which I requested in my complaintAlso note the business did not respond to the Revdex.com in a timely manner Final Business Response / [redacted] (4000, 15, 2015/10/28) */ We apologize for the delay in responding to the initial Revdex.com communication, there were issues receiving email from the Revdex.com through the firewall at our corporate office, those have since been correctedI appreciate the feedback about the sales representative and I will pass [redacted] kudos to their direct supervisorRest assured that the entire process you experiences is being reviewed by our office and the calls to our customer care department are being reviewed so we can learn the these missteps and continue to improve in the futureAgain, I apologize for the problems you experience and we are working with all related departments to correct these

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ We spoke with the customer and ensured their services are workingWe also apologized for the long hold times the day the customer was trying to reach us

We have processed and sent out a refund check to the address that was requestedWe have attempted to contact the customer to advise of this but have not been successful