WOW! Internet - Cable - Phone

This issue has already been addressed and resolved with our Customer Service team

We apologize for the poor experience with our sales teamWe recognize the importance of attentively listening to our customers and respecting their requests and do not expect this kind of behavior from our personnelWe have forwarded this complaint to our local sales management team to review this
situation, so that this experience is not repeated

Initial Business Response /* (1000, 8, 2015/09/25) */
We have sent this customer issue over to our local customer advocate to better assist in resolving the issues at his home

The customer applied a payment to their old account at the same address. The transaction has been moved to the current account

Complaint: ***
I am rejecting this response because:I have called twice and left messages both times for someone to call me backI have given times and
availability and still have yet to get a call backThe phone number you are leaving goes straight into a voicemail box and I have to leave messages for you to call backI've yet to receive a copy of the "contract" for this early termination fee, and I would also like to point out that when my cable went down per YOUR contract you have hours to get to my house and repair it so I can have cable services that I have already paid forIt took your company about a week to get someone to my houseYour contract does not specify how much of a "termination" feeWe are also not canceling our service we are just not using your cable do to the fact IT DOESNT work!!!! It's unethical business practice to make me sign another contract that you can't even provide to me in writing to allow myself or lawyer to reviewAgain, you can contact me at *** anytime after 5pmOr my wife *** (who is authorized to speak with you) at *** She is usually available after 3pm.
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:I feel that in the first place WOW did not do their due diligence in even making an attempt to see if service was available, however it seems now that the Revdex.com is involved they decided to actually check every possible stepI will be honest that this company only has their interest in mind and not that of the customerI will continue rejecting their responses until they credit my account or remove the cancellation fee, review their policies in situations like this, and also insure that the next customer who is trying to move service gets better treatment than I did when they are not sure if service is in the new areaIf they cannot own these issues, I can assure them I will spread my disdain for their company throughout the gaming community at every event I lead and participate in permanentlyI do not want the hundreds of people that I interact with being treated in the manner I wasEvidently in the companies eyes they can do no wrong.
Sincerely,
*** ***

The consumer has paper statements, sent by mail, as assigned to the address where services are renderedThe account has never been assigned an email address to receive any statement informationThis would have not impeded the consumer from completing any payment on timeIf the consumer would like
to sign up for paperless statements the consumer can choose to do so by confirming an email address with WOW! over the phoneThe late fees are valid charges and will not be credited as all statements have been sent to the consumer by mailThe day cycle date is from the 2nd to the 1st of any given monthPayments made after the 1st of each month are considered lateThis case is closed at this time

We have emailed the offer for an account change for higher speed that we can perform to the email address listed on complaint, and we can make the change after we receive confirmation

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,
*** ***

Our phone department received a port request on 11/02/for a phone number to be ported on 11/06/This request was from the new providerThe consumer will need to communicate this to the new provider as this is not an issue we are able to resolve as we no longer have possession of the phone number

I apologize for any confusion, in order for a number to be ported it has to be an actively owned number. Any phone number that has a pending disconnect is not an active number, so the port request through *** *** would have to be submitted while the WOW! number is still active, or it gets
automatically rejected as it would not be an actively owned number (and therefore not eligible to port). As long as the number can still be reactivated, you are free to reactivate the WOW! line at any time so that it is an actively owned number of yours while then submitting another port request through *** ***

Our team has reached out to the customer to adjust the billing to the rate he was promised. He has been provided with contact information to follow-up if there are any further concerns regarding this matter.

Our management team has spoken with this customer and our contract partner will be bringing a check on Friday, December 16th 2016.

This customer's account was on autopay at the time the service was canceled and there was no request to remove autopay for the final bill. As a result, the final balance was deducted on the due date. The customer also mailed a check for the final balance. We have advised the customer that we will...

issue a refund of the extra payment once we receive it.

Initial Business Response /* (1000, 5, 2015/08/19) */
Contacted customer and reached mutual resolution to this issue. Client has been provided with contact information for WOW! Executive Response Team if there are any other questions or concerns regarding this matter.
Initial Consumer Rebuttal...

/* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

[redacted],I apologize for the inconvenience that you are currently experiencing. I do show that there is currently a $75.00 credit on your account so that covers the install charge plus some. If you have any further issues please reach out to ERT in WOW! and we will be sure to have your issue...

resolved.

Customer was reconnected the day after we received the complaint. Our technician went out on 03/07/2016 and was able to reconnect the cut lines ans service has been working since.

We were able to remove the tree limbs within a few hours of this initially happening. We have also welcomed his feedback that he has sent to us. We are closing this complaint as we have provided the resolution that was requested.

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.Furthermore, I am extremely satisfied in the quick resolution response from the WOW business and technical personnel that have recently contacted me in order to resolve my complaint.  I am currently in the process of becoming a WOW business customer. Thank you Revdex.com and WOW
Sincerely,
[redacted]

Customer is having a network issue and this is being handled currently by our local customer advocate. This will take some time to resolve past our deadline with the Revdex.com but we will be sure its taken care of.