WOW! Internet - Cable - Phone

We will be responding to the consumer via email to further discuss any issues regarding their statement

Thank you for replyingMy name is ***.I apologize for the inconvenience that you have experiencedI see that you returned your equipment and setup a disconnect, we apologize that this happened, once the disconnect is complete we will erase any balance on your account and mail you a final statement reflecting thatPlease let us know if there is anything else that we can do to assist you

The consumer has filed the same complaint with the FCCWe have completed our investigation regarding this matter

Initial Business Response /* (1000, 5, 2015/07/28) */
We have correcgtly the customers bill to their requested monthly rate and have left a voicemail times trying to reach them about the service issues with their DVRAt this time we are not able to reach the customer and they have not called us
in response to any voicemail, can we close this case

Initial Business Response /* (1000, 6, 2015/11/16) */
We have started the process for getting the refund to the customerWe have also mailed out an apology to the address for all of the frustrationIf you have any other question or concerns please let us know

Initial Business Response /* (1000, 5, 2015/08/05) */
We spoke to ** *** today and credited the final balance from his account for all the service issuesHe is satisfied with this resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
While I never told the rep I was "satisfied" I did "accept" the resolution so I guess that it was assumedI was told I didn't have to pay the remaining balance owed ($77) which I guess is reasonableIrritating I had to call Revdex.com in order to get a fair resolutionAlthough, I am still out over $for the modem they made me buy to do business with them...my new provider won't let me use it

Complaint: ***
I am rejecting this response because: I fail to see how you forcing me to cancel my service as a result of your inability to provide service should allow you to collect an early termination feeI was not CHOOSING to cancel service - I had no other optionThis is a deceptive business practice and, as such, I have notified PUCO through a formal complaint.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: our line has not been rerun, we are still having cable issues and credits issued do not cover enoigh for the issues we continue to experience.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: there is a recording of what I agreed to and just offering me a one time credit is
unacceptableThey are ripping off their customersI want my bill adjusted to the monthly fee that was agreed on and I want a credit for the numerous outages I have experienced so far and for time wasted on the phone
Sincerely,
*** ***

We have reached out to this customer and are working to ensure that his Internet service remains stableWe have also issued a credit to his account for the troubleHe has our direct contact if he has any other concerns

Initial Business Response /* (1000, 10, 2015/04/30) */
The bill increase in January due to a rate increase and in February the account became pass due and had a $late charge as well has had service interrupted for non payment which added a reactivation fee of $The current balance on the
account is valid for services rendered when the account was still activateWe would be willing to work on seeing about getting discounts added to the account if you would like to get services restarted once the full balance has been paid as well and getting any services problems resolvedWe have no record of any calls made about service related issuesif you have any further questions please contact customer care at 866-496-
Initial Consumer Rebuttal /* (3000, 12, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
n/a
Final Business Response /* (4000, 17, 2015/06/01) */
As stated before the The bill increase in January due to a rate increase and in February the account became pass due and had a $late charge as well has had service interrupted for non payment which added a reactivation fee of $The current balance on the account is valid for services rendered when the account was still activateWe would be willing to work on seeing about getting discounts added to the account if you would like to get services restarted once the full balance has been paid as well and getting any services problems resolvedWe have no record of any calls made about service related issuesif you have any further questions please contact customer care at 866-496-

***, According to our records you were informed when you signed upIf you do not remember this that is understandable as it was a year agoWe do still have you on a discount just no as large as the one you hadWe have done the best we can for you and have answered all of the concerns in this complaintWe do hope you decide to stay with WOW! but it is your choice

We will not waive these charges as you were late on the payment to day of your billing cycle so you were charged a re connection fee when we reactivated your servicesIn our system we suspended your service and your equipment should be affected at that point with limited to no service availableAgain if you wish to avoid this charge going forward please pay you bill by the due date

We have spoken with the customer and have came to a reasonable agreement in regards to the credit that was requestedIn addition, we are continually working to manage our network to keep outages and service problems to a minimumIf it is reported again we will make sure to have technicians resolve
as soon as possibleTell us why here

I reject this response. WOW closed the original ticket before the issue had been fixed. I was assured I would be contacted and verified that my issue was resolved before the "ticket" was closed, and, it was not. I believe this is a deliberate practice of WOW to suggest they respond to customers concerns promptly and responsibly, which, based on my experience is not trueMy issue has been ongoing for a long long time. I would like them to reopen/reissue my original ticket, and start the "clock" from that date. I would like all communication regarding this complaint be available in its entirety, both to me and on your websiteI have never experience such unresponsiveness and unprofessionalism as I have with WOW in my entire lifeSincerely, *** ***

Customer was moved to a suitable plan with all technician charges for the change waived

This is an on going issue we have been working with this customer to resolve for some timeWe have reached back out to the team that was responding to this customer and they are still working on the issueThey should be sending her an update here in the next few days

We have received an FCC complaint from this same customer regarding his billing concernsWe will respond to this customer through the FCC

We have attempted to contact this customer but we were unable to explain the bill cycle and charges in full length as the attempt was refusedWe would be happy to explain the bill cycle and charges furthur but would need to make contact with the customer firstWe have also sent out replacement
statements for the months that were not recieved by the customer for reviewTell us why here

We have spoken to this customer and reached a resolution to this matterThe customer has our contact information if there are any further concerns