WOW! Internet - Cable - Phone

Complaint: ***
I am rejecting this response because I am out of country, please contact me on *** and we can resolve this issue by email.I have tried to call you and sort this issue though international phone for about hour and it costed me about $50.Please send me email *** and we will sort this out
Sincerely,
*** ***

Our local management team has responded by dispatching field and maintenance techs to resolve this problem and are available to follwith the customer if the problem returns

Discussed issue with customer and gave a one time credit for $with their new lower priceWe are dispatching a technician to take a look at the issue again and will be sure that she is taken care of

The customer was given a discount for 12-months that expiredThis discount was documented on the customer's billing statement and, therefore, the customer was notified via his billThe balance on the account is valid and will not be credited/waived

Complaint: ***
I am rejecting this response because:
Sincerely,
I had witnessed who heard the call saying it will be removedI had no idea it was reported until he mentioned it, I have no reason to lieYou admitted to an error by adjusting the balance but then keep it on someone credit report is totally wrongI have contacted my attorney, even she said that's not legal & not the fair debt collection act

We have received an FCC complaint with the same complaint and will be assisting the consumer through the FCC forum

Our Account Research (billing) team has been in contact with this customer and her bank and has come to an agreement for a refund to be sent to her

We have received this same complaint from the customer via the ***We will address this issue through the ***

Initial Business Response /* (1000, 8, 2015/10/13) */
The equipment has been removed and the credit balance has been refunded to the customer
Initial Consumer Rebuttal /* (2000, 10, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have attempted to contact this customer with no success, however we are still more than willing to help resolve any service issues they might be havingIt does appears they have changed the modem on the account and have had no issues for a few days after exchanging itAt this point we have little we can help with if we cant get in contact with the customer

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. We have credited the tech visit fee as requested, we have called multiple times to speak with you on this issue but when we call ***, the line picks up and drops
immediatelyIf you are still experiencing service problems, please provide a number where we can reach you or the best time to call so we can assist with this matterAlternately you can call WOW customer care at *** for real time assistance hours per day

There was no forms or signatures, it was a agreement made over the phoneThe proof is the first four months the statements said - $for months all I can say is I did not figure this would change their greedy practicesI also noticed there are other complaints on this issue on Revdex.com see attached (copied direct from (*** see below), some they honor the deal some they did not!!! *** ** *** *** * *** *** ** *** *** *** ***
** ** *** *** * *** *** *** ** *** *** *** ***

Complaint: ***
I am rejecting this response :They failed to return calls from the Executive Office the calls made each dayFurther more they failed to provide this senior citizen a way to send back the modem to WowwayI do not have a car and had to hire someone to take meThe front desk lady was busy with her cell phone could not or would not answer questions about stopping the serviceShe gave me the same number back to executive office with a promise to return phone callI paid by check and the payment was lateThis is not the first lost check I had mailed to Wowway and lostIs it my word against a large Corporation drop box ? I also got a crdit on the bill of $and then another chrge back of second $I am not late in paymentI contacted the tech service about the issue and this email feedback went nowhereLook at the number on my bill is that the fact my cell phone is blocked by the executive office or other depts to speak to a live personI just did not have this service and the house was soldThis is bad treatment to a senior citizen and more so a abusive to having to deal with WOWWAYThe billing system on Wowway system is on automatic and does not take in account tv boxes and modems returnedIts is again that I was late with my paymentHow about the LATE time for Wowway to even help me This is a poorly managed and DON"T CARE company that lacks basic good business conduct in the cable field
Sincerely,
*** ***

The consumer agreed to our terms and conditions and moving out of area does not constitute to voiding/waving the early termination feeConsumer closed the account prior to the service agreement

Complaint: ***
I am rejecting this response because: this is the most ludicrous response I could have ever imagined!! I called and and said, hey I have a flyer but I'm not going to tell you what the deal is - surprise me and sign me up for whatever you think I'd want Yeah, right, I didn't mention what the deal was I've heard about three different excuses as to why I didn't receive the Mbps, and now you say I never mentioned the deal WOW is a truly despicible company full of half wits and liars, and I will spread the word Word of mouth is the best, or in this case, worst form of advertisement You suck
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/04/23) */
This modem rental charge was correct on your account on 04/17/with a credit issued for the chargeif you have any further questions please give customer care a call at 877-566-
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
The modem charge was NOT correctI have always owned my own modemMoreover, for two months they charged me for a higher speed internet even though I contacted customer service on two occasions requesting lower speeds
Final Business Response /* (4000, 9, 2015/04/30) */
This has already been corrected and adjustments have been bad to the account for this situationIf you have any further question please give customer care a call at 877-566-
Final Consumer Response /* (4200, 11, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WOW still hasn't told me why they charged me rent for my own modem

We called and discussed the issue with our customer and confirmed that his service problems were resolvedWe apologize for the trouble with the service and for the trouble in getting the situation resolvedWe have issued a credit to the account as discussed over the phone with this customerWe
have also provided him with direct contact information in the event he has any other concerns we can address for him

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,
*** *** I received a phone call from "***" from Wowway this evening. She apologized for what had happened and said if I have any problems to let them know but that the problems ought to be cleared up now hopefully. I understand that. I hope they are also. I was shocked by the email incident when it stopped working for me. But all is working now. She also told me that I have a $credit that will appear on my next bill so that is good. As long as it all keeps working now without any problem it's all satisfactory. If it goes out now and everyone else on wowway in the neighborhood is affected, I understand that. But I don't want to be the one having the issues for reasons that are not explained and then having to wait days to get everything repaired. Wowway would not wait that long for their payment I'm sure. So all is well now. Thanks to all for the help.*** *** ***

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,
*** ***

Initial Business Response /* (1000, 14, 2015/11/02) */
We where unable to locate the modemHowever in the interest of keeping a customer we have given the requested credit amount
Initial Consumer Rebuttal /* (2000, 16, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from
the business.)
I accept Wow!s decision to pay me in the amount of $It is only fair for them to have to pay for something they causedI have not received the credit amount in my account yet