WOW! Internet - Cable - Phone

The customer was given inaccurate information, WOW does not require deposits, the charge was for an install fee which has been credited back to the account along with an additional $for the customer's trouble

This customer was being charged for a piece of equipment that had been returned to usThis was a billing issue that we needed to correct on our partWe gave a credit for the time that he was charged for it incorrectlyAs far as the information we have available online for the Huntsville/Madison
area we do have a billing section that lists frequently asked questions and a contact us section if there are furthur questionsWe also have a hour customer service line that will answer any billing questionsWe are assuming this complaint to be closed as we did resolve the issue with the credit that was applied onto the account

Initial Business Response /* (1000, 6, 2015/11/16) */
We would be glad to assist in getting your number ported however we would need to restart service in our system to allow you to port the numberThe issue is you stopped service with us in August and didnt request to port your number out to us
until NovemberPlease call us at so that we can assist you in resolving this

The refund for this account was processed on 10/and the customer should receive a check any day nowWe were unable to reach this customer by phone, and her voicemail is full, so we could not leave a messageWe are sending her this notification by emailShe is welcome to respond to that if she
needs any further assistance in this matter

We have adjusted this customers billing to the agreed upon price going forward and have adjusted the bill amount that was sent out for the first month of service

Initial Business Response /* (1000, 14, 2015/07/30) */
We spoke with the customer who said this issue has been resolved with their new provider

Initial Business Response /* *** ** *** */
I have taken care of the full balance on the account for the Money-Back Guarantee since you where provided the wrong informationI'm sorry for any inconvenience we have caused youIf you have any further questions please give customer care a
call at XXX-XXX-XXXX

Consumer made a payment in full of the balance that is owedThe consumer can review all of the statements and payments that were completed via the online account

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencingWe have had higher than call volume in the recent days , we apologize and are working diligently to reduce hold timesAfter reviewing your account I see that you spoke
with a member of our executive response team on 6/and they applied a $credit to your accountI have applied an additional $credit for the problems you had with the wait times when you called inPlease let us know if there is anything else that we can do to assist you.Tell us why here

Complaint: ***
I am rejecting this response because: Yes, the company has
reached out to me and gave me information for the local customer advocateThe company agrees there is a problem, but does not know how to fix itAs of now, the company is refusing to do anything else to try and resolve the issueAt this point I am left with the option to deal with the problems or switch to a different companyI think it is sad that a company like WOW who claims to have excellent customer service would just give up on trying to resolve the issue
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/17) */
Spoke with the customer and explained due to information that was not made aware to the person he spoke with he was not eligible for the offer he wanted to take advantage ofI did ensure he was only billed for the days he had service and waived
the install feeWe will be sending out another bill with the corrected amount the customer has agreed to payCustomer seemed satisfied with resolution over the phone
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
as the man said that contacted me I was not made awarethat I was not able to receive the guarantee, so I do not feel that I should have to pay anything.He also said I was not a new customer because I had wow service in the past.The last time I had WOW cable was (2yrs ago) I think he's looking for excuse's.The only resign I agreed to pay the *** was so this would not go to collection's.I still will try to get my money back!.I am very angry about this.as long as I can type I will file complaint's.this is not good for my blood pressure.I am living on ss now and need all the money I get each month.I am sorry that this is not over with yetthank you Revdex.com,for helping.*** ***
Final Business Response /* (4000, 9, 2015/08/06) */
During the call the customer is referring to I did tell him that the rep said they would put in the request for his money back guaranteeShe didn't see anything that would cause an issueThe rep was not made aware the customer had an account with us previouslyBeyond that the customer wasn't qualified even if we didn't look at the previous account because there first bill was not paid on timeInstall charge was credited as per customer request but remaining bill standsUnderstanding that the customer is on a limited budget they can pay as they are able to clear the balance

Initial Business Response /* (1000, 6, 2015/12/07) */
As requested, provided customer with credit that was agreed upon

Thank you for contacting WOW! My name is NealI apologize for the inconvenience that you are currently experiencingWe have been unable to reach you on the phone, but your billing has been correctedYour monthly rate is $per month and I have credited your account $for the difference between the $of your current statement and the $it should have beenI hope this resolves all your issues with service and billingPlease let us know if there is anything else that we can do to assist you

Complaint: ***
I am rejecting this response because:I am not doing any business with such a terrible company anymore!
Sincerely,
*** ***

We reviewed the sales call from 01/26/The customer did agree to the Terms & Conditions of the agreementThe Early Termination Fee is valid

We have dispatched a technician to this customer how who has appeared to have resolved all of the customer issuesAs to the repeated calls for service issues, she has called in may times over the last few months but this is this only the second time that she has agreed to let a technician come out
to her home to look into the issues

Initial Business Response /* (1000, 5, 2015/10/21) */
Customer's service issues were resolved by a technician on 10/and we have applied a credit to the customer's accountThey stated they are satisfied with this resolution
Initial Consumer Rebuttal /* (4200, 13, 2015/11/09) */
The issue
has not been resolvedThe company sent out a service person and he improved the problem but the telephone and internet still drops or stops workingThe company was called again and the service people came out and said the problem is on the outside and they could not fix the problem and said other people would fix itThe said the neighborhood had low signal levelsThat is what they said months ago.Still not fixed
Final Business Response /* (4000, 15, 2015/11/20) */
We are working with out field technician to determine the cause of the customers problems and will likely have a resolution by 11/

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Our local customer advocate has contacted the customer and is presently working towards a mutually beneficial resolutionThe customer is welcome to contact us directly if there are any further concerns

We have reviewed the circumstances of this account and issued a credit of $to reverse the Early Termination Fee that was billedWe apologize for the poor experience and trust that this solution will bring this matter to a closePlease let us know if there is anything else that we can do to
assist you