WOW! Internet - Cable - Phone

I am not happy with the response, especially finding out some of the news that I have currently found outWhen I called to change my service to my new address, I was told that wow did not have the ability to service my areaNow I have found out that wow is currently in my neighborhood, however no one from wow took the time to verify whether or not my house could be servicedIronically their competitor also said there was not Internet in my area, but then realized they can send someone out to verifyThey found out that they could easily connect service to my house, hence why I went to a competitor and did not stick with wowIf well had it done a little more research and also realized that there was service in houses in my neighborhood, maybe this would have ended differentlyMaybe they could've sent someone out to verify whether or not my house could have a cable ran to itAll I got was a week cannot service your area so we will have to cancel your serviceSo again this is a complete lapse in judgment and miss management by while as a companyAt this pointthey are more worried about their pocketbooks, than doing the right thing for consumers

Initial Business Response /* (1000, 5, 2015/08/07) */
A technician went to the customers home on 8/3/and corrected the wiringI spoke to the customer today and all services are working correctlyI applied a $credit for the problems and the customer accepted this resolution
Initial
Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was just going to pay my bill for that month even though I was not happy, I went to pay it online like I normally do and noticed the balance was $0, I then contacted them as I was a bit confused and as I was I got a call from Wow and the phone operator said they were taking care of my bill for the monthSo yes I was happy since I didn't feel I got the service that month they wanted me to pay forThey did right by me, I hope what ever problems they are having they get resolvedI have not had to contact them any further after this incident so I am hopping fro the best

Our Regional Advocate and the Field Management Team are working to resolve this issue with the consumer

The equipment has been credited and a refund check should arrive shortly for the remaining creditThank you for notifying us of this issue so we could work with you to get this resolved

Initial Business Response /* (1000, 10, 2015/08/19) */
Contacted customer and reached mutual resolution to this issueClient has been provided with contact information for WOW! Executive Response Team if there are any other questions or concerns regarding this matter

Complaint: ***
I am rejecting this response because: this is not true WOW cable install my table based on two TVs a DVR another box which was not installed I have one TV internet nd a DVR they told me they were going to adjust and my bill has been paid per the online bill every month according to what I owed now they're coming up with this original bill which has been adjusted twice because I did not get the original installationTold me Sincerely,
*** ***

Complaint: ***
I
am rejecting this response because:
I was told specifically by a Wow! employee that the account was closed and to disregard any further billsWe received two bills after that phone call in which I have a confirmation number to go along with thatThe system was returned therefore I shouldn't be receiving any billsAlso a Wow! supervisor specifically told me she would call me back and she DID NOTVery unprofessionalIt's not my fault one of your employees told me to disregard any further bills in which she also said everything was taken care of

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

Complaint: ***
I am rejecting this response because: I don't remember ever seeing the contract. I had them as a provider for years
Sincerely,
*** ***

We would be happy to work with this customer on bill but we have been unsuccessful in reaching the customerWe have left voicemails with our contact information attachedWe will need to have contact with the customer before proceeding further.Tell us why here

Initial Business Response /* (1000, 8, 2015/07/30) */
We have made attempts to contact this customer about their concernsAt this point, the phone number provided in this complaint is ringing as out of service with that provider

Initial Business Response /* (1000, 5, 2015/09/08) */
We have been unable to reach the customer to resolve this issueWe will need a valid phone number to reach the customer in order to go any further with this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
My phone number has never ever changedIt remains XXX-XXX-XXXXI gave that number verified and confirmed it more than three times when discussing this matter with Wao to no availIn addition it is the same number that was on my account for more than one year when I did have Wao servicesThe last time I spoke to customer service I confirmed my number and they said they would call me but never did which is why I felt forced to use the Revdex.com complaint processMy telephone number continues to be XXX-XXX-XXXX
Thank you kindly
*** I ***
Final Business Response /* (4000, 14, 2015/09/25) */
I have left a detailed VM with the plan the customer and I have spoken aboutWe have also resolved her issue with going to collections and she has months from the 15th of SeptemberIf she is in need of more time we would be glad to see what we can do for her
Final Consumer Response /* (4200, 16, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any detailed voicemail from WAOI never received the return callI ask that Wao calls me at XXX-XXX-XXXX to speak to me directly about the resolution to my complaintI was initially told that I would not have a set time to be able to pay back the fee; however the response above says I would only have months, which is different than what was discussedI would like to have months to paybackAlso in the reponse above there is no mention that I would be paying back $NOT $and I would like this to be clearly stated in the business' response to my BB claim to avoid further problems with WaoIn summary:
1) Wao Revdex.com response should clearly state the amount to be repaid is ONLY $(not $250) and that I will have months to repay
2) Wao will contact me directly at XXX-XXX-XXXX to discuss this agreement with me
thank you

Consumer was credited months for the modem charge and months for the monthly magazine

We have a technician visiting the customers home to resolve the slow speed issue they are havingIf they have any other issues going forward they will hopefully reach out to us so we can get this addressed

Initial Business Response /* (1000, 11, 2015/07/29) */
The refund was processed on 6/15/and sent electronically back to the customers bankIt should have been in the customers account within 1-business days

We have spoken with this customer and provided adjustment to make bill the requested amountWe have also updated future billing to reflect this amount

We
have attempted to contact this customer to explain this further in detail but have been unable to reach this customerWe will not be removing any fees on the account or reducing the monthly billIf the customer wishes to continue service with us at the current speed, their bill will remain at $a monthThe customer was explained their price of services when they contacted us by phone after the upgradeIf they feel as if this pricing will not work for them, they are welcome to downgrade their servicesIf the customer is using their own modem they will need to contact us with the information off of the modem so we can correct thisTell us why here

We are not showing any complaints with the service until after the account was already closedAt the time that the disconnect was requested, the reason provided was that the customer was moving out to another home that already had Internet serviceThis would not constitute a valid reason for us to
waive an installation fee.At this time, the late fee on the account has been waived and the client has paid the final balanceWith these actions having been made, we consider the matter closed

We are currently working with this customer to get the service issues resolvedWe will update as soon as we have a resolution to this issue

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***the issue is not resolved yet