WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 6, 2015/12/18) */
As requested we have adjusted the customers current monthly price to the amount that was promised
Initial Consumer Rebuttal /* (2000, 8, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because: I did not agree to any cancellation fee verbally or in writing
Sincerely,
*** ***

The offer that the customer signed up for included one year discounts. These discounts expired after the account was active for one year. There is no service call history on the account at all, advised to let us know if he is having a service issue so that we can assist

We have attempted to contact this customer to discuss the issuesWe are willing to reconnect the customer and waive the re connection feeHowever every time we call after we identify who we are the call is disconnected on the other endWe are unable to resolve this issue if they are unwilling to
work towards a resolution

Initial Business Response /* (1000, 5, 2015/05/28) */
The only account I can find with the information you have provided is a closed account with a remaining balance from If you have any further question please contact customer care at 877-566-
Initial Consumer Rebuttal /* (3000, 7,
2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There isnt any account with my name from with a "remaining balance."
The account in question is under *** *** and the address is *** *** ***
I will not be contacting your customer care at any toll free number because they are of no help
Final Business Response /* (4000, 17, 2015/07/01) */
Customer was contacted by phoneIssue was resolved by a technician in the areaCustomer said she was happy things where fixed and she has a contact number from us for any further issues
Final Consumer Response /* (2000, 19, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had *** ** (a technician) come out to replace the tap, which he stated may have caused the issuesAlthough I am still keeping an eye on the service issues, none have surfaced since the last technician has been outI have also spoke with *** ** (supervisor) and have his contact information should any further service issues arise

Complaint: ***
I am rejecting this response because: Though I did not keep records of how many time I contacted WOW Cable due to constant service issues, their records are wrongI called their customer service department at least two to three time every week after installationI spoke to two different supervisors regarding my issues, multiple technicians with their help desk, and multiple customer service representativesThe fact that *** with WOW stated that she can only located two calls from me during that time outlandish! Furthermore, as I explained to ***, I did remove the monthly home repair/ inusrance charge from my accountWhen I was told by WOW Cable that in order to have my issues fixed, I would be required to pay a fee for having a technician come to my homeI requested that the home repair/insurance charge be put back on my account then, and I was told no, they could not do that unitl my services had been repaird. In conclusion, I paid WOW Cable an installation fee for services that were not installed correctly, I paid WOW Cable my monthly invoices for two months while not being able to use my internet or cable, and WOW Cable would not repair their faulty services unless I paid another feeWOW Cable had no interest in resolving these issues, once I verbally aggreed to a month contract, they were no longer interested in my customer satisfactionFor these reasons, after several attempts by me to work with WOW Cable to resolve these issues, they would not cooperate and therefore, I canceled my services. I have contacted the local new media regarding this issue with WOW Cable, and I have also contacted an attorneyThe attorney has advised me to file a small claims lawsuit against WOW Cable, demanding all monies I paid WOW Cable be refunded to meThis will include my installation fee, the two months of invoices I paid, attorney fees, court costs and reimbursement for any time I may loose from workRegretably, this entire situation could have been avoided if WOW Cable had just done the correct and professional thing in the first place and simply repaired my services to working order
Sincerely,
*** ***

Unfortunately, we will not be able to extend this offer to this customer

Our field technician determined that the cable line could not be installed into the room where services were requested

The last bill was for service that was used but not paidThe balance is valid and would need to be paid, once that's done CMI should list this debt as paid in full

Complaint: ***
I am rejecting this response because: the customer service rep stated the letter was in error
Sincerely,
*** ***

The payment taken was for the full balance on the account when the bill cycled, including what had become past dueAlthough part of the balance was not due until 5/7/17, it was for services covering the
bill cycle the customer is currently in and cannot be refundedWe have issued a credit to the account for the late fee that was assessedWe are not able to do anything further for this issueI apologize for the inconvenience

Complaint: ***
I am rejecting this response because:Please refer to Complaint ID #*** for full details. I was researching the issue I am having with WOW!, and did not immediately respond to their official "business response." I now see where Revdex.com has closed the complaint and has made the determination that WOW! has acted in "good faith." I have gathered some information which may very well constitute a new complaint against WOW! or at least warrant an amendment to my original complaint. The original complaint centered on digital adapters which customers were required to install on their televisions back in early when televison transitioned from analog to digital. I fully encourage you to read the full details of the original complaint. As I have reflected on this situation, I now recall receiving a letter from WOW! in late instructing customers on how to receive their adapters. I now recall that these adapters were being provided to customers at NO CHARGE simply by logging in to the internet and providing identifying information. In fact, in when I just happened to be carefully scrutinizing my WOW! bill, I noticed I was being charged a $monthly rental charge for each adapter. This "rental" fee is what first prompted me to contact WOW!. Since receiving WOW!'s second response to my complaint (ID# ***), I began to do some research and found the following archived newspaper article from The *** *** ***, dated March 10, 2011 *** The relevant parts of the above newspaper article is as follows: * To activate your digital adapter, go to wowdigitaladapter.comor call ***. * WOW says the fastest way to get your two digital adapters is by going online and using your account number to log in and place an orderCustomers who order adapters on or after July will receive one at no charge until Jan1, All additional adapters will be billed monthly at $each beginning this JulyA fee of $is charged if a technician is sent out to install the adapters.* To activate your digital adapter, go to *** ** *** ***. Additionally, the article states that, "WOW sent customers a letter at the end of January notifying them that the company would provide two adapters at no charge until Additional adapters for other TVs cost $eachAbout percent of subscribers to basic cable have already requested adapters, the company said." Although the above article specifically deals with the *** market and not *** where I reside, the offer of receiving two digital adapters at NO CHARGE was essentially the same. After finding this information, I called the WOW! customer service department on August 3, at 9:pm (EST) and was placed on hold for nearly minutes. The purpose of my call was to see if I could obtain a copy of the original letter sent to customers in the *** market back in late concerning the issuance and terms and conditions of the digital adapters. My intention was to carefully read the "fine print." It certainly appeared at the time (late 2010/early 2011) that these digital adapters were being provided to customers at NO CHARGE and with no "strings attached." If "fine print" was attached to this letter, I would like to again have the opportunity to review it. After being placed on hold by the representative so she could obtain an answer, I was told that WOW! does not keep or archive any correspondence sent to its customers simply because there was "not enough space" (her exact words). Any reasonable person would find her response to be patently untrue. Obviously, for legal reasons, I am quite sure WOW! maintains an extensive database of all communications. Lastly, as I review the "Core Values" statement (see below) to current and potential WOW! customers prominently displayed on their website, I find it both disturbing and sad that my experience with this company has nearly been the opposite. From wowway.com website Our valuesOur philosophy is simpleWe deliver an employee and customer experience that lives up to our name in all of our dealings, no matter how great or small [This is actually true, although it appears their motive is for customers to say, "WOW! What a great company with which to deal!" OR "WOW! I can't believe I'm being treated like this! I've been a customer for over years!]Our ongoing commitment to provide excellent service and create stress-free experiences for our customers is exemplified in our core values: Respect: Treat others as you wish to be treatedIntegrity: Choose to do what’s right. [It certainly doesn't demonstrate INTEGRITY to mislead customers by gleefully informing customers that they can get two digital adapters at NO CHARGE and then be assessing a 15-year loyal customer a $fee for having lost one of them? In 2014, the fee for not returning a digital adapter was $70. Just three years later, the fee is now $120! This is an increase of over 70% What does this truly say about your VALUES?] Servanthood: Embrace the attitude and honor of serving others rather than being servedOwnership: Act with thought and a focus on the collective goodIf we were a person, we'd likely be described as honest, sincere and likableWe are fun-lovingWe like who we areWe love what we doAnd we appreciate the people we serve. [I would certainly encourage you to demonstrate this!]We're a company of people who derive genuine satisfaction from taking care of each other, and our customersWhich means doing things a little differently than most telecom companiesLike treating people as members of the human race, for startersFostering positive customer experiences at all transaction pointsAnd taking a more personalized approach to serving our customers.This personalized approach includes providing solutions that are thoughtful and affordableDelivering service that is not just responsive and satisfactory, but utterly personableHonoring your time, and our wordBeing totally accountable for our actionsGiving you reason to believe in us[And I continue to wait.]Not what you'd expect from a cable company, is it? Welcome to WOW!.Sincerely, *** ***
***
***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I am on automatic credit card billing, so I obviously I don't look at my bill There is no way I would have seen a notice New Issue: I am on automatic credit card billing with WOW. On my final bill with them, they did not charge my credit card like they’re supposed to do. So, for the hassle of writing a check, the cost of the check, the cost of the stamp, and labor, I am charging WOW $
Sincerely,
*** ***

In a continued effort to Go Green and save on resources, we implemented a Paper Statement Fee for mailing a paper bill on September 1, Our goal is to eliminate paper dependency by the end of Consumers are able to avoid the fee by registering for paperless statements through Online
Account Manager

Initial Business Response /* (1000, 7, 2015/11/03) */
We have called this customer multiple times and been unable to make contactTheir account has been credited, and while we are not able to upgrade their service at no cost, we have credited one extra month of their internet service for the
trouble they have hadUnfortunately their bill will continue to show the rate for their service along with their service discount as their post discount rate is not the rate and we would not bill it as such
Initial Consumer Rebuttal /* (2000, 9, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
WOW stated they have tried reaching me and yet there was never any voicemailsI did receive a new statement with the correct amountWOW not willing to upgrade my speed and only crediting my account for one month is poor customer service, as I'm still not receiving the correct speeds that I'm paying forI will try one more time to have WOW correct the speed issue

Complaint: ***
I am rejecting this response because: I was told by your rep where to take the payment other than the Wow pay center and did soThis is the same location I made a payment at and had no issuesPlease don't advise customers to your specified payment location and then disconnect service because your system is not fully equipment to receive the paymentAllowing to days for the payment to hit your system should not be at the customer's expenseAnd then to unfairly charge another reconnect feeYour company's customer service quality has diminished greatly since starting my service in 2013.
Sincerely,
*** ***

We apologize for the poor experienceWe have forwarded this matter to the appropriate personnel for review, so we can avoid this mistake in the future

We have explained to the customer that the balance owed on the account are for services that we providedThe equipment charges were removed off the account once the equipment was returnedThe *** collections attempt was valid and will remain on the customers credit report

We have agreed to issue a credit for the overcharge of the monthly services and for the payment reversal fees that were incurred when she disputed her payments through her cardThe remaining balance on the account stands as owed

We have gone ahead and removed the $charges for the WOW unreturned equipment, since the customer was using his own modemHis account balance is shown as $and no further action is neededWe are closing this complaint since all issues have been addressed and resolved