WOW! Internet - Cable - Phone

Complaint: ***
I am rejecting this response because: The company is now being manipulativeFirst, they stated that they did not have any previous records of us calling before the technician came outI then provided them with proof of the phone record and now they seem to remember each callYes, every time we have called, it was due to an issueAn issue that WOW deems satisfied as long as it works while on the phoneWhen we called about the outage, it was because our internet was not working at allAfter resetting the modem, we still did not receive our full mbps that we paid forIt fixed the outage issue but not the speed issueWe even upgraded the service while telling you all that it was so slow, but I see that the company failed to mention thatIt was ok to make more money while not caring about our issuesThe representative that called yesterday offered to pay the remaining on the account as resolving the issue.Another slap in the face on how they feel about their customers; Especially after I just paid $I will pray that this company will be taught a valuable lesson on cheating peopleThe same way the company wants money, the customer wants their full product/service
Sincerely,
*** ***

We
did address the customer concerns about internetThe stated concern as that price went up due to the change in the speedThis was not the caseWe gave a free upgrade in speed that had no change on the billingThe price went up for this customer by an unrelated causeThat being there package rate was no longer under its guaranteeWe are not going to give this customer new customer pricing because they want itThe had it for there term and are already under another discount for the current billWe have addressed all concerns with the original complaint and the response

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 as long as no further contact by them is made
Sincerely,
*** ***

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. Unfortunately WOW is not able to repair a line that is owned by another provider, just as another provider would not be able to repair a WOW lineYou would need to
contact *** to have their line repairedPlease let us know if there is anything else that we can do to assist you

Complaint: ***
I am rejecting this response because: I still paid the original creditor. If it was after collections the payment should have been rejected and I that I should pay the collections agency. Therefore I feel it should be removed from my credit file at all credit reporting agencies
Sincerely,
*** ***

We have sent an email to this customer, per his request for written correspondenceHe is welcome to respond to that message if he has any other questions or concerns

Initial Business Response /* (1000, 5, 2015/07/25) */
Customer was contacted about the issues listed aboveShe was made aware of the restart fee and that she would be on a new billing cycle as she had a new accountWe would be glad to see what we can offer her for a lower bill if she would like
to reach back out to us for pricing optionsThere is support in out call center that she speaks with for her areaI apologize that she was refereed to the local office many issues we can resolve over the phone
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called the support center two additional times since my complaint and every time I am told that I must go to my local office because they are unable to assist me furtherI was never made aware of the restart fee, but I am willing to pay it ONCEI was also told on my last call that I was being charged for a return check fee because I cancelled a payment that was automatically deducted from my bank account and paid to the CLOSED accountI did this at the request of the WOW representative because they told me that they could not return or void a check even if it was paid to a closed account
Final Business Response /* (4000, 9, 2015/08/11) */
The second reconnect fee for $was mislabeled on the bill, it was for the returned item, and should not have been labeled as a reconnect feeThe returned item fee was refunded back to the customer on 8/4/
Final Consumer Response /* (2000, 11, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
WOW did refund the $as I asked but I am still far from satisfied with their serviceIf I could find ANY other internet provider for my area I would switch ASAP!!!

We received a complaint from this customer about an issue regarding her billWe have gone over the bill with the customer and why it's different than her regular monthly rate Advised that the prorated charges and credits on the account are correct and there are no invalid charges being applied

Customer called in on 07/25/and was given a credit for the service being disconnected on the wrong dayHe agreed to the credit and the issue was closedWe have had no contact since then requesting to reconnect services

Unfortunately, we have not been able to reach this customer by phone.According to our records, this customer has returned the equipment and was not charged any fee for the returnHe has a credit balance on the account, which is pending refundHe should be receiving this refund within a few
weeks.We apologize for any inconvenience this process has causedIf there is anything else we can do to assist, WOW! Customer Service is available 24/at ###-###-####

Sales call reviewed, terms and conditions for a year agreement were agreed to. There is also a monthly reminder about both the early termination fee and being in a two year agreement, this is included in every monthly statement. ETF is valid and will not be waived

Complaint: ***
I am rejecting this response because: I’ve been working with *** ***, at WOW about this same problem off and on for about a yearI’ve sent him video of recordings validating the problem and I’ve sent him files containing dates, times, and channelsThe last file was sent 6/13/ WOW knows the problem is that those channels assigned to frequency have degraded signal issuesMrBabst stated his backend engineers are looking into itThey’ve been looking into the same problem for a year! When will it be repaired. My last email to MrBabst was 6/17/16, no response. ANGELIA SPENCERDVT Engineer256-963-
Sincerely,
Angelia Spencer

We have dispatched our local customer advocate to resolve this customer concernsWe have attempted to follow up and see if this issue has been resolved with no success

The company is still charging me for services I was not able to useThe company is not fair and they don't care about their customerI don't not accept the offer that wow have meBecause they are still billing me wrong.Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

We have spoken with this customer and indicated they were no longer charged for service as of 11/17/and they should expect a credit balance refund check within to weeksThe customer returned the modem to us and there will be no charge for this either

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company has now contacted me and their offer to resolve the problem has been accepted by me
Sincerely,
*** ***

The non-published listing status only prevents your number from being published in the physical copy of the phone book and when calling WOW! has no control over any websites that publish contact information, as those site may get that information from any number of sourcesFor any website that is providing your information without your permission, you will need to go to that site and request that your information be removed from it

The consumer will be receiving a final statement for services renderedThe statement would arrive on September 13th, at the earliest, for the consumer

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you have experiencedWe have credited the charge for the video service portion of the bill and the next statement will reflect the credit and with a remaining balance of just the internet service that you
currently subscribe toPlease let us know if there is anything else that we can do to assist you

Initial Business Response /* (1000, 8, 2015/09/24) */
We have applied a credit to the account for time the customer was without serviceAs the notes reflect customer was okay with this resolution