WOW! Internet - Cable - Phone

We were able to review the account and listened to the original sales call. The consumer agreed to a 1 year service agreement with an Early Termination Fee.

Initial Business Response /* (1000, 12, 2015/07/23) */
I spoke with the customer July 1st. I was able to explain to the customer he was never charged for having HD. He had the option to have his equipment upgraded in our system to allow access to it. However until June he had never asked us to...

activate this feature. There are many customer have we installed with HD capable equipment that didn't have HD at the time or interest in it. Customer was unhappy that we didn't call and offer it to him and for that I apologized and took that feedback as something we may look into in the future. I did honor the credit he was offered even though there was no charge applied to him for the service he didn't receive.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  Reviewing your account it appears that we had a lead technician out and the issues at your home are now resolved. The technician supervisor provided their contact number...

if you have any further service issues, alternately you can call our Executive Response Team at [redacted]. Please let us know if there is anything else that we can do to assist you.

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.
Sincerely,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because:  the company is holding my money that I very much need.  I admit to my mistake in over paying.  As soon as I brought my error to WOW's attention, they should have immediately refunded me.  A check has not arrived in the mail and the post already came today, Tuesday, 12.5.2017.  I am very, very disappointed in this prehistoric method of refunding a good customer of 5+ years, especially from a company whose primary good offered is broad band internet services.  I expect at least two months free WOW internet for this disservice and inconvenience they have caused me.  I have not eaten in one week. Sincerely,
[redacted]

The consumer was subject to a price change at the end of the service agreement. The consumer is now subject to month to month pricing per our terms of service. We consider this case closed.

Complaint: [redacted]
I am rejecting this response because I already told Wow that I did not receive the box. They will need to resend it or make arrangements to pick up the router. In the interim, I should not be billed until resolved.
Sincerely,
[redacted]

We have credited the tech visit fee and client will receive the requested refund.

I have spoken with the customer and this issue was caused by the wrong cable package being put on his order. This has since been corrected and as I spoke with the customer today he no longer has an issue.

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. Maintenance supervisor is coming over today to find out why we are having ongoing issues still. Thank you. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2015/10/23) */
Customer has disconnected service.
Initial Consumer Rebuttal /* (3000, 13, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have disconnected service being forced to do so, 3 different visits...

by technicians could not fix wireless. Plus, they charged me full price of package, while I had no wireless since day one.
Dishonest answer from them (BTW, Comcast wireless works without glitch in same house...)
Final Business Response /* (4000, 15, 2015/11/10) */
I have applied a credit to the account for 2 weeks worth of internet service.
Final Consumer Response /* (2000, 17, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hope will receive promised rebate...

We have reviewed the call in which the customer called to lower his bill. The issue of whether he would be able to be placed on seasonal was not discussed at that time. In order to obtain the lower pricing, the customer agreed to a 12-month service agreement and was advised that there would be an...

early termination fee of $15 per month that is left in the service agreement, should he choose to disconnect. The customer agreed to and accepted this offer under these terms and was also advised that our full terms were available for review on wowway.com.

We have spoken with Mrs. [redacted] concerning her internet speed issues and pricing. She said her internet speed was not sufficient enough for the devices she was using and  was interested in upgrading her services at no additional cost to her monthly rate. We offered to upgrade her from 30/5...

Mbps to 60/5 Mbps with only a $10 increase compared to the regular $20 increase, but the customer declined.

Complaint: [redacted]
I am rejecting this response because:
The sales rep, [redacted] , was told before he made the offer that my modem would not work with WOW cable. That is why he made the offer, $24.99/mo, with modem. [redacted] is WOW's sales representative. I did not ask him come. He was send by WOW to convince me to switch to WOW cable. How can they say " he was not authorized". They are legally bond by the contract. They should honor the contract. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/11/08) */
Your billing has been explained already but if you would like we would be glad to go back over it. The reason your bill is so high was due to payment issue. If you have any other questions please let us know.
Initial Consumer Rebuttal /*...

(3000, 8, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is precisely why it has been so difficult to get any results or progressive action out of Wow. They gloss over issues with the generic response of "payment issues" when I have confirmation #s for every payment ever made. This is unacceptable and it is simply false. I rely on my bill estimate for a reason. I have a budget and if I wanted to spend $130+ a month on wifi I would have stayed with Time Warner.
Final Business Response /* (4000, 10, 2015/11/20) */
Customer had a returned check which generated a fee and caused their account to be past due. The customer has been made aware of the returned check payment and has paid the bill. The future billing will show as 35$ per month and the autopay has been discontinued as requested.

Complaint: [redacted]
I am rejecting this response because:I cancelled my account on September 19th, yet I received another bill for a period between 9/22 and 10/21. When calling customer service they are telling me that there is no record of my account being closed.  As of this time, WOW owes me money.
Sincerely,
[redacted]

We have exhausted all of our resources to help with the service issues and have determined that this is some sort of interference anomaly. We are unable to assist any further with issue but have provided a credit onto the account.

We have credited the bill to a zero balance as requested. As far as the mass mailing we do for area's to advertise I apologize about the confusion with those however we don't have a way to stop then from going to active customers homes.

We have discussed this matter with the customer issued a partial adjustment towards the ETF. The customer remains dissatisfied, but has been advised that this is our final offer, as the ETF is valid.

Refunds cannot be issued for payments made on services provided during the current bill cycle.