WOW! Internet - Cable - Phone

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you have experiencedAs states previously, when you called in to sign up for service, the agent mentioned the taxes, fees and surcharges multiple times and you indicated that did not want to listen to that informationIt appears you do not accept this, we will not be adjusting any bills current or in the future for this matter, however if you decide to find another provider, we will waive half (50%) of any early termination fee associated with breaking the contract you agreed to as a courtesy

Initial Business Response /* (1000, 5, 2015/05/21) */
This equipment was found and removed from the account with all charges back on November 14th, We tried to make contact with you during this time and received a fast busy-tone with the number we had listedIf you have any further question
please contact customer care for assistance at 866-496-

This issue has already been resolved and the charge has been removed

We have already spoken with the customer through our department that handles refunds and through email advising that the refund check had already been processed through check for next weekExplained this is the best possible option to receive her refund in a timely manner

We have reviewed the Business Service Order and Business Customer Agreement that was signed by the customer, which does disclose that there is an Early Termination Fee and how it is calculatedBased on this, we have found that the Early Termination Fee is valid

Consumer spoke to our regional advocate regarding the issue and resolved the issue

The balance leftover on the account is not from equipment, it is from services renderedWe have made contact with the customer to explain this

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. In July there was a charge for a technician visit that was not paid and that created a late fee (billed as an administrative fee) the following monthUnfortunately since the original amount was never paid, it has carried over, along with adding an additional $late fee each month up to this pointReviewing your account, you were previously offered late fees in credit, which is well above our policy, and declinedAs a courtesy, we are willing to waive fees for a total of $creditThis would bring your new total balance to $If you can have that amount paid by 6/3/2014, you will avoid taking a balance into the next billing cycle and incurring any additional late fees

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to meJust going to do away with the cable
Sincerely,
*** ***

We have reviewed this matter on the accountWe are showing that this customer signed up for a promotion with a 24-month discount on the service, which includes $off for months 1-and $for months 13-Month started with the October statement and the discount difference is
reflected on page of the statementWe apologize if there was any miscommunication, but this was the active promotion at the time of installation and was applied properly to the accountUnfortunately, we do not have a $discount available on this service at this timeWe apologize for any inconvenience

Initial Business Response /* (1000, 6, 2015/11/10) */
We have contacted the customer and educated her on how her bill got to the point that it didWe have cleared the balance for her as a courtesy

We have contact the customer and have waived the technician visit they were charged forWe have also given then a $credit for service issues and offered them another technician out at no charge to fix the issue when they would like to schedule someone to come out and take a look at the
issue

This customer was billed $on June 7, for services from 06/06/17-07/05/and installation charges of $After it was determined that we would not be able to continue providing service to *** ***, the services were discontinued and charges backdated to 6/8/This left a remaining
balance of $for the installation fee and two days of serviceAs a courtesy, we have issued a credit for the installation and service fees remainder of the balance.With regards to the customer's demands that we reimburse her for the time that lapsed between disconnecting her account and picking up her equipment, there is no circumstance under which we would ever credit or refund a customer for "equipment storage".As we have credited the balance to zero and the customer has not paid anything on this account, we consider this matter to be closedNo further consideration will be given in this matter

We have spoken to customer and tried to explain that in the call we did notify her their would be additional fee's, taxes, and surchargesThe customer was unwilling to listen to this fact even though it was sited a few times in the call that they would be theirHe billing charges are validAt her
request we have also sent out a technician to work on the service issues she brought up during the call

After speaking with the customer over the phone about the issues she had with the internet service and still being charged the Early Termination Fee, we went ahead and listened to the calls where she had called in about still having issues even with using a WOW modemBased on that, we have waived the Early Termination Fee and the customer will not be charged the $

Complaint: ***
I am rejecting this response because: I'm still being charged $a month and have been for months without service being connected
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/12/14) */
We have advised the customer that the representatives she spoke with will be given feedback for the customer service she received as deemed necessaryWe have also advised the customer to send the necessary documents and we can set her up with
service upon arrival of these documents

Initial Business Response /* (1000, 6, 2015/10/31) */
Our records indicate the payment in question was canceledWe have requested the customer to provide any record that the payment in question was paid out of their bank account and they are refusing to work with us to get this resolvedWithout
further documentation, we are unable to proceed
Initial Consumer Rebuttal /* (3000, 8, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid my cable bill online on the WOW Cable websiteI have a confirmation number issued by Wow Cable proving that I made the payment authorizationThey do not dispute that I gave them authorization to take the money out of my bank accountI never cancelled that authorization
WOW cable has never said that they made any attempt to request payment from my bankIf they did not request payment from my bank then it is their fault if they did not get the paymentWOW claims that I cancelled the payment but they have on every occasion that I talked to them refused to tell me how, when, why or who cancelled itThey also have not been able to explain to me how it would be possible for me to cancel the payment
If WOW is going to continue to claim that my payment was cancelled then they should show how the payment was cancelled, by whom, when, and why, and should show the proof that the alleged cancellation was requested by me
I did not cancel my payment at any time or in any wayPlease ask them for any proof that they may have that I did cancel
Final Business Response /* (4000, 10, 2015/11/18) */
After much digging through calls I was able to find the call you made on 06/15/you agreed to have the pending auto payment canceledThe reason we didn't receive that payment and that your bank didn't get the request is you agreed to have it canceled

We have investigated and subsequently processed a refund for the transaction on 7/26. We have provided the correct email address to reach the executive response team for any further issues

We have tried to reach this customer since this complaint was filed but have been unsuccessful in our attemptsThe service issues appears to have been resolved and a credit was already applied onto the account for the time without service