WOW! Internet - Cable - Phone

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,
*** ***

We have followed the customer request and sent out a letter with the requested credentials to resolve this concern

Address has been confirmed as serviceable after an onsite survey, an installation is currently scheduled

Initial Business Response /* (1000, 5, 2015/07/27) */
Contacted customer and reached mutual resolution on billing
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not understand WOW's response that they
contacted me and "reached mutual resolution on billing." It makes it sound as though the spoke with me directly and there were outstanding issues that needed to be worked outWOW never contacted meI contacted the local customer service number (XXX-XXX-XXXX) on 7/22/and their representative advised that they received the fax and my account is now $If a zero balance on my account is the "mutual resolution" WOW references, that is all I wantedI just hope no one else that was a WOW customer had a similar experienceI have a feeling without that signed receipt from the tech for ALL the equipment,WOW would still expect payment and that is a shameI really liked WOW and I am disappointed that they did not at least apologize for their error
Final Consumer Response /* (2000, 8, 2015/07/30) */

According to our records the customer has completed all registration needed to view her bills onlineAs far as the reason her price went up is she had a month discount that has since fallen offHer base package rate has only gone up $as per the agreement she made when she signed up but the
promotional $off has expiredIf the customer is having issues accessing her bills via www.wowway.net she would need to contact us so we can troubleshoot

We were unable to reach the customer regarding this issueLeft voice messages for the customer to return our calls

Initial Business Response /* (1000, 5, 2015/09/10) */
The 45-day time frame for refunds are based on a number of factors, some outside of WOW's control such as mailing timesThe refund for this account was mailed out of north Georgia on 9/and the customer should have it late this week or next
weekWe were not able to contact the customer as there is no phone number on the complaint and the email address returns as invalid

The consumer missed paymentsThe 1st billing date was 11/09/The 2nd billing date was 04/09/We provided a list of payments that would align with the payment made for that cycleThe November 9th, statement clearly shows the balance on the account as it stands.09/08-10/07 +
-on 10/10/1610/08-11/07 +-on 11/26/1611/08-12/07 +-on 12/05/1612/08-01/07 +-on 01/07/1701/08-02/07 +-on 02/06/1702/08-03/07 +-on 03/06/1703/08-04/07 +-on 04/08/1704/08-05/07 +-on 05/06/1705/08-06/07 +-on 06/08/1706/08-07/07 +-on 07/05/1707/08-08/07 +-on 08/07/1708/08-09/07 +-on 09/08/1709/08-10/07 +-on 10/07/1710/08-11/07 +153.29 11/08-12/07 +173.07 TOTAL BALANCE OWED

Initial Business Response /* (1000, 5, 2015/08/06) */
We have attempted to contact the customer at various times of day times between 7/and 8/We have been able to reach the customer
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
We haven't been contacted by this companyThere haven't been any messages left in our home voicemail or cell phonesWe would very much like to have this matter resolved and are distressed that this is still an issueWe paid one collection agency already even though this was an incorrect charge and can't believe that WOW would send us to another collection agencyThis charge is from years ago and I no longer have proof of paymentI would be happy to speak with WOW at any time or they can contact us through email through the Revdex.com websiteThis really is irresponsible business practice and not how a company should do business
Final Business Response /* (4000, 11, 2015/08/31) */
According to all the records we have pulled there has been no payment to WOW! or our 3rd party companyThe customer stated they had no records of who they paid so we have no information to do a further investigation on

Credit has been applied and balance is corrected

Complaint: ***
I am rejecting this response because I feel WOW neglected to reach out to me in a timely fashion so that I could verify that the information they have in their system is a valid charge I requested for WOW to pull audio to verify that I addressed final billing with representatives upon cancelation of servicesWOW Representation did not enter the correct billing address when provided by me which resulted in non receipt of the final bill for several monthsWow did not reach out to me via phone or email when payment was not made timelyThey had that information available because they provided the information to the collection agencyI am not happy with the resolution of this matter.
Sincerely,
*** ***

We offered the best price for the consumer at this time his interaction with customer serviceThe consumer declined this offer and we are unable to lower his pricing any further

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory for nowThe incident occurred on 9/21/17, because I wasn't able to use my phone nor my computer internet for "days." It wasn't until 9/23/17, my technician discovered the issueThis wasn't the first time something of this nature occurredWhen WOW! Internet Cable Phone lost me as a customer, I switched my service to ***Soon afterwards, I discovered the coaxial cable leading to my satellite dish had mysteriously been cutFrom what my technician informed me, instances of this nature occurs frequentlyThe problem is few people will bring it to the attention of governing agency
Sincerely,
*** ***

We have reviewed this situation and agreed to waive the Early Termination Fee due to the misinformation provided by our sales representativeWe have also provided feedback to our local sales team so that this situation can be prevented in the future

Complaint: ***
I am rejecting this response because: They have contacted me, however since then there has been an outage and the service was again downThe service has improved a
little , but it needs to be stable for atleast a couple of weeks for me to say the issue has been resolvedI will observe till 25th of this monthIf the service is stable and I get the speeds which I am paying for, without intermittent breaks and packet losses, I will say the issue is resolved
Sincerely,
*** ***

After speaking with the customer and reviewing the previous calls the customer made to WOW customer care, we were able to lower their monthly bill to accommodate the problems the customer had with customer careThe customer indicated they are happy with this result and will stay with WOW

Initial Business Response /* (1000, 8, 2015/10/15) */
We have refunded the balance paid for pieces of equipment for a total of $customer said they are satisfied with this resolution

Complaint: ***
I am rejecting this response because:
You conduct your Company in a non-america way that might be way you have changed hands times in the last yearsI did the math your company has received over $from mr*** for a single phone line how do you sleep at night? good day!
Sincerely,
*** ***

This fee has been removed from the account

We have not been able to reach the customer