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,
*** ***

As the customer did agree to a 12-month minimum term agreement (contract) for services and disconnected the account before the minimum term was met, the Early Termination Fee is validThe minimum term conditions that the customer agreed to are available online at
***

We have waived the charge for having the installAlso if you would like to switch back to other equipment you can call in and their will be notes on the account stating that this will be down without an upgrade or downgrade feePlease feel free to let us know if you have any issues with this going
forward

WOW! does service the areas of *** ***, and surrounding areas, as the consumer describesThe services that a consumer can obtain are specific to the regionWOW! does offer a variety of services so we encourage any potential customer to fill out the address form on our website so that
we can provide the best options determined by consumer's locationWOW! can provide the consumer to be placed in the, do not mail, do not contact, status so that the consumer does not receive any unwanted mail advertisements or phone calls from WOW! as a solution

We have been unable to reach out to this customerIt appears they mistakenly signed up for auto pay online when they attempted to make the paymentThey have been removed from auto pay but we have been unable to reach the customer about issues with trying to refund the payment

The consumer has a cycle from the 16th to 15th of every monthThe consumer is late when a payment is not completed in full before the 15th and the consumer is then charged a $late fee. The consumer has days from the 15th to complete a payment of that billing cycle or the services will be
disabled through our automated system for non-payment.The consumer has an option to pay for a reactivation fee of $on the day additional to have services active and extended an addtional more daysThis totals additional days from the original due date. However, if the consumer is unable to complete a payment when the consumer reaches the additional days, then a payment arrangement can be processed over the phone through customer serviceThe services are disabled by our automated system for the second timeAnother $reactivation fee is applied if an arrangement is set and then can be arranged for the desired date the transaction to take placeThen services are restored after the arrangement is completed.Arrangements requirements for the consumer would to have a debt card, credit card, or checking or savings account in order to process a payment arrangement

This issue has already been resolvedThe customer called in to our center on 8/2/and was issued a credit as requestedAs such, we consider this matter to be closed

I show there is no outstanding bill and have a $balanceI am showing no issues with the account at this point

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,
*** ***

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. Our local management team is still working to completely resolve the issues with your service, in the mean time a credit of a full month of service, $167.52, to zero out the August bill has been applied to your accountOnce this is completely resolved they will be applying additional credits. Please let us know if there is anything else that we can do to assist you

We have contacted the customer via phone to process a disconnection, an equipment pickup was scheduled during the listed available times, final bill will be mailed

The letter was printed prior to payment being received. At the time of the call to a representative, the letter could then be disregarded

We have reversed the invalid charges and notified the collection agency that this was in errorThe customer has our direct contact information if there are any other concerns

This has been reviewed by several members of our management team and has been determined to be validUnfortunately, we are not able to send him a copy of the recordingI apologize for the inconvenience

This issue has already been resolved as our Account Research (billing) department discussed with the customer and his bank

We have reviewed this complaint and found it to be invalidWe listened to the sales call and no mention was made of waiving the Early Termination Fee due to moving out of the areaPer our terms of service, this is not an event that would qualify for an ETF waiverWe have called and notified the
customer of our findings

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. We have waiving the balance on your account and you will receive a final statement showing a zero dollar balance on your WOW accountPlease let us know if there is
anything else that we can do to assist you

Complaint: ***
I am rejecting this response because: I was not told of that the discount would increase when I first signed up After I received the increased price and called customer service is when the agent notified me of the increase after a year Thank you for your response WOW, but I will be looking for other internet providers
Sincerely,
*** ***

We have delegated the issue to our field techniciansWe are repairing an issue in the area regarding the internet services the customer is subscribing toThe issue with other video services is set for repair on Saturday, December 16th,

Customer price was renegotiated on 03/and he accepted the termsIssue should be taken care of at this time