WOW! Internet - Cable - Phone

Our billing team has reached out to this customer to resolve this issue

Our records indicate that an order for service was entered on 11/02/and canceled on 11/03/WOW! did not port over the phone number and fully canceled the initial requestAs WOW! canceled the request and did not confirm completion of the port with the customer's current provider and never took
owership of the number, the customer's dispute is with her current provider and will need to be handled as such

Initial Business Response /* (1000, 11, 2015/10/30) */
We had a lead technician out to the customers home and credited their account

I am on automatic credit card billing with WOW. On my final bill with them, they did not charge my credit card like they’re supposed to do. So, for the hassle of writing a check, the cost of the check, the cost of the stamp, and labor, I am charging WOW $

Our tech went to the home on 4/5/and resolved the problem with this serviceThe tech found that a house amp was unpluggedThe customer is still within their 30-day period to cancel service without penalty of an early termination fee until 4/9/

The consumer's 1st cycle was for 10/01/- 10/29/This balance was for $which $was paid on 11/10/17.The 2nd cycle from 10/30/- 11/29/had a charge of $which $of the balance was paid on 11/22/17. The 3rd cycle from 11/30/- 12/29/had a charge of $which
$was paid on 12/18/17.The first balance was not paid on time and needed to be paid prior to the 10/date.The second balance was not fully paid prior to the 11/date.Susuquently, the consumer was behind up until the consumer made the payment of $The consumer was provided this information via customer service phone call on 12/30/17. The consumer has a new cycle from 12/30/- 01/29/which due before 01/This balance is $119.77.The consumer has services working again as expected by a technician on 01/03/

Initial Business Response /* (1000, 6, 2015/12/11) */
Customer stated that it could be an issue with his drivers on his computer that is still causing the internet issuesCalled customer several times to discuss credit with no success
Initial Consumer Rebuttal /* (3000, 8, 2015/12/16)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
The customer (me) did NOT state that it could be the driversIt was recommended by WOW cable that it is possible on XX-X-XX and have that in writing as wellI explained that after the issue started, I went and bought a new computer to rule out that equationI did not change anything on my computer and the problem is resolved for the time beingI was told that there was interference in the lines and that problem has been taken care ofAs far as someone contacting me to discuss credit, Id like to know who that person is, because there were no calls received by meI know they have the right number on file, because they are always able to contact me to say my service is going to be shut off for non-paymentI do have in writing that they were going to refund months of service, but they didn't do it until after I filed another complaintYes you can close out the complaint since it is much better, but wanted to respond because the information you received was not true
Final Business Response /* (4000, 10, 2015/12/17) */
Per customer, we can now close out this complaint due to receiving credit for the service issues

We have not been able to reach this customer regarding this situation

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. I have credited your account and your new balance is $41.09, that is for last month and your current month combinedPlease let us know if there is anything else that we
can do to assist you

We were unable to reach the complainant by phone, however we did send this to our local management team for investigationWe have verified that this was a job closed out by one of our techs who was completing old disconnect ordersHe must have mistakenly disconnected the wrong dropWe apologize
for any inconvenience this matter has caused and are reviewing our processes to ensure that this mistake is prevented in the future

The refund due on this account has been processedThe customer should receive it in 7-business days

A technician was sent out to the customers home to resolve service issuesWe have made several contact attempts to reach this customer but have been unsuccessful in reaching them

Complaint: ***
I am rejecting this response because: it is an unethical business practice.
Sincerely,
*** ***

We have made multiple attempts to reach this customer by phone, but there is no answer or have been told it is the wrong number

We have not allowed people to do anything but down grade there service when they are past dueOnce the past due is cleared you would be able to make changes to the servicesWe allow our customer as a courtesy to reactivate there service once they get to a certain date past due
This is something
we offer to our customer because we understand being late happensThere will be no credits for the reactivation charges or late fee's as they are valid and you were aware of them when they were charged

There is no longer any write off balance on this account, equipment and remaining outstanding service balance have already been resolved. Credit bureaus should reflect settled status when next reports published

Complaint: ***
I am rejecting this response because: I was told by the technician who completed my install the original agreement would be changed because of the equipment change after the installHe stated the price would go downI was told by a WOW representative after I received my first bill and called in that my monthly rate would be $per month for months.I was told by another WOW representative (*** ID #***) on 10/28/at 1:10pm EST that my monthly rate is $per month for the first months. I expect this rate since these were all verbal contracts.
Sincerely,
*** ***

Called and discussed situation with customerUnfortunately, moving to an address that is not covered by our service does not qualify as special circumstances for an ETF WaiverFor more information on our Annual Service Plan Terms and Conditions, please visit
***

We have made several attempts to contact this customer and resolve this issueUnfortunately, we have not been able to reach her

This customer will need to pay her balance in full in order to resume services with WOWWe do not make payment arrangements on accounts that have been written off to collections