WOW! Internet - Cable - Phone

Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ [redacted] I'm sorry to hear about the situation you had with the install and having your phone line cutI apologize for the inconvenience we have caused youI have issued a time credit of $to compensate for the problems we have caused as well as address this with the Supervisors who handled this situation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept it because it seems fairI hope this does not happen to anyone again

We have discussed issue with the customer and will be sending someone out to take another look at his issueAs the customer is out of town till after this issue should be closed we are closing this case and have given him our direct contact information in case he has any issues

I am showing that you have a month discount on your account that starts out with a $of discount for the first months and on month it moves to $offThis is the discount you agreed to when it was placed on your account this is not an errorWe will not be adjusting your bill to the total you requested as the discount is exactly what it should be

You are being charged a re connection fee for the service being suspended due to lack of paymentWe have waived these charges for you in the past and made you aware of what causes themIf you wish to no longer see the charges on the account you would need to make a payment by the due date for the full amountWe will not be waiving these charges for you going forward

Complaint: [redacted] I am rejecting this response because: Even though the $was what I owed on a old bill they still took it from me under pretense, the attach recording to the other email proves that, this is not fair and it's bad business practicePlease Revdex.com do something about this unfair action Sincerely, [redacted]

The write off balance has been removed from account after review

Complaint: [redacted] I am rejecting this response because: The woman that claim to be from the executive department at the cable company and I agreed on a timeThat account research team was supposed to call me at o'clockThey account research team never did call me at that timeThe woman from the executive office at the cable company was very rude and wanted to argue with me over the factsIt is just disgusting how customers are treated like thisI am very appalled and disgusted that this cable company and they're rude employees in their executive department Sincerely, [redacted]

Maintenance work was completed today 9/to resolve any remaining signal issues We fully encourage letting us know about any service issues at any point after completion of this work, however fiber optic to home is not a service that we provide This portion of the requested resolution is not within the confines of services that we provide

We have made an offer that we believe is fair and agreeable to the issue that was brought upIt is contingent on receiving a payment for the remaining balanceWe have made a good faith effort and only been meet with refusal from the customerWe will still honor this deal that they did at one point agree to

Initial Business Response / [redacted] (1000, 8, 2015/09/23) */ At the time the customer requested the money back guarantee there bill was lateThey have also made no attempt to make there first paymentWhen they called in later to check the status they where told at that time that they where not eligible for this offer Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I ordered service it was through phoneWhen I was talking to the representative I was told about cancellation guarantee, but I was never told about the paymentI called in my first month because I was not happyI was supposed to be credited for my first month of service due to the multiple issues I was havingWhen I saw my second bill I didn't see that reflected in the statementObviously I wasn't happy about that eitherI was no way shape or form educated about the terms of serviceI feel that I'm not the only one that fell in this trap and feel that this is not only unfair, but should be against the lawWithholding information like this should have been told to me at the time of ordering my servicesI was just told that if I wasn't happy, I could cancel thisI'm just asking WOW to do the right thingI was extremely unsatisfied with my services and I was within the days of cancellationHiding stipulations is not only unprofessional, but it's just plain wrong Final Business Response / [redacted] (4000, 15, 2015/10/31) */ We have not been able to reach the customer, but have credited the balance on the account Final Consumer Response / [redacted] (2000, 17, 2015/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as it's paid in full I will satisfied

We have been able to work with this customer and come to an agreeable price and signed a new service contract to solidify it

We have been unable to verify the customer claims of contact to WOW! from the numbers he gave us any where close to the frequency he insisted he called atA technician was never dispatched to the home for troubleshooting because the two times we are showing records of calling in for issues on 08/& 06/it was resolved over the phone with rebooting the modemwith this information on the account as wheat we have to go on his charges are valid and we have done all we are willing to doWe have waived the charge for picking up the customer equipment as he requested but the Early Termination Fee and his remaining bills are validRegardless of his desire to have service cost waived for issues he had if we never knew about the issue we are not able to fix it and if we couldn't fix it cause we were not told about it we will not provide a credit

We have identified an error on the customer's account that caused it to be improperly show as delinquentWe have corrected the error and restored service to the customer and issued a credit for the improper interruptionWe have left a voicemail and sent an email to the customer regarding this matterIf there are any other questions or concerns, we do welcome the customer to respond to our call or email

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as I receive the refund as promised, no termination fee and a [redacted] kit free of charge to meThese are the things that were promised to me today Sincerely, [redacted] ***

I was able to speak with the customer today and assure him we would reach out to our local team who handled technician calls and make sure his number is not being handed outWe also applied a $credit as a courtesy for the customer frustration

We have spoken with this customer and scheduled a time to speak again about the service issues in detailWe will update when more information is available

I spoke with this customer and we applied credits to remove the past due and bring her up to current monthly balance due at this point

We have gone out to the location requested and repaired the line as requested

Thank you for replyingMy name is ***I apologize we have not been able to reach you, we called on 5/(Twice), 6/and 6/and have not been able to speak to youAs previously stated the base rate guarantee lasting until 1/has been honored, there were discounts on your account which further reduced your billThis was explained when you called in on 1/23/and a new month discount for 15$ per month was applied at that time which you accepted as your rate for the following monthsAgain, we are more than happy to review your current monthly rate and help with your bill, since we have been unable to reach you, can you provide the best time of day, or day of the week for us to contact you to assist?Tell us why here

The consumer has a Service and Bundle of & additional media players for $which is a total of This is what customer agreed to per our service agreementOur terms of service clearly states the individual charges and pricing regarding all that is mentionedThe consumer has right forfeit the agreement and will be subject to the early termination fee