WOW! Internet - Cable - Phone

We have set the bill to a $0.00 balance as per the customer request.

Complaint: [redacted]
I am rejecting this response because:Your construction manager walked the property with me and agreed that the construction was carried out in a poor fashion with a lack of respect for my property.  He is supposed to be getting back to me with his concepts on how WOW can compensate me for the damage, but has not done so.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/05/20) */
I'm sorry to hear about your situation with getting you bill lowered. I apologize that you where misinformed, we are able to offer you this rate that you read online. If you are still interested please give customer care or me a call. I also...

left you a voicemail with my direct number.

We were able to complete the consumer's request at this time. The consumer can verify through our customer service line that this has been completed.

The account was changed to a month to month service with no contract or early termination fee. We have apologized for the miscommunication as well.

The account has been reviewed, and we have determined all owed balance has been paid.  The $74.83 balance was removed and is now zero, the account is successfully deactivated.

I was able to reach this customer and discuss there concerns. I let them know that they did agree to a contract over the phone that did mention the early termination fee. We are willing however to apply a $50.00 credit to the account in assistance of lowering the final bill for this customer.

Initial Business Response /* (1000, 8, 2015/10/20) */
We have been unable to contact the customer. Their final bill was for services from 8/11 - 9/10, which is why the due date was 8/24. the account was disconnected on 8/31, refund amount was 40.01. This was the amount of credit after prorate she...

was due back from 9/1 - 9/10.

(The consumer indicated he/she DID NOT accept the response from the business.)
My account status has changed because WOW refuses to take my complaint seriously. You will notice they didn't address any of the issues I brought up in my last response, especially the one where no one answers the phone number I was given, and the message you get when you call is their hours of operation are M-F 9-4 mountain time, yet [redacted] told me they were open 7 days a week. Which one is the truth? I definitely didn't receive any kind of clarification, even after I left numerous messages detailing my difficulties in speaking with [redacted], or anyone in their Executive Response Team. How is it okay to CLOSE my complaint without actually speaking to me? They didn't extend to me any kind of courtesy that a company should give to their customers. It seems pretty obvious to me that they never had any intention of resolving this matter from the beginning. Their actions show that they don't care whether I'm their customer or not. I'm sure that is true with any customer who is not corporate. My position stands, I want my service restored, my account brought current, three months of free service, and a reasonable monthly charge. I'm sure I have paid that much in fees and over inflated monthly charges. Is this concession going to hurt their bottom line that much or are they that greedy? From their actions so far, I believe we all know the answer to that. I will reiterate, I'm not going away. I'm sure I can provide enough bad publicity to have some potential customers looking elsewhere for services. In the end, I think that loss of revenue will surpass what I have asked for. Being a company that lacks in scruples, I doubt they'll be able to appreciate the irony of it all. Thank you again for listening, if you are considering using WOW, I hope my experience will send you somewhere else.
Complaint Response Date bumped because: Holiday

We have removed the DTA also known as the Digital adapter from the customer account as a courtesy. The charge will be removed and any amount left after the credit will be refunded to the customer.

Complaint: [redacted]
I am rejecting this response because:The tech did not access an easement - he came onto our property & tampered with a line from another carrier attached to our house, inside a closed box. This was no tree lawn access - it was full on trespass. No notice - no information left advising they had been on our property and this happened 20 months after we had discontinued service with WOW. What guarantees do we have this will not happen again??? 
Sincerely,
[redacted]

We have investigated this case and removed the disputed fees.

We have contacted the customer to offer a resolution to this matter. The customer is welcome to respond to our email directly to resolve this matter.

Initial Business Response /* (1000, 13, 2015/11/03) */
The ETF is credited in monthly installments of $25 for the first 5 months, the customer has been given 100$ in credit with an additional $25 in November and December, which will total $150.

We have attempted to contact the customer multiple times, the payment has been received and posted to their account, additionally the late fee that was incurred was credited back to the account also. If the customer has any further questions they can reach WOW customer care at [redacted].

WOW has made a visit to my residents and and is working to resolve the issue in the neighborhood. We were told that update would be made to equipment in the next month that should  illuminate all problems.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  I have applied a credit of $133.47 to your final balance and you once you pay the corrected final balance your account will be completely closed. Please let us know if...

there is anything else that we can do to assist you.

We have adjusted the bill for the service issues and will be sending out a lead technician to resolve the service issues.

This issue has been handled by our local management team and it was determined that the line in question does not belong to WOW! and she will need to call [redacted] to have this line taken care of.

Initial Business Response /* (1000, 11, 2015/07/29) */
We spoke to the customer on 7/8/15 about the issue, the balance has been credited and the customer agreed at that time the issue is closed.
Initial Consumer Rebuttal /* (3000, 13, 2015/08/06) */
(The consumer indicated he/she DID NOT...

accept the response from the business.)
the assertion on 7/29 that the balance has been credited to me is a complete lie. I have not received a dime back from Wow. Not a dime. Please provide documentation that wow has issued a check or credit of any kind to me for the disputed amount and any evidence that I have received it or cashed it. I have received NOTHING.
Final Business Response /* (4000, 15, 2015/08/11) */
A refund of $146.50 was processed today and the customer should have the check within 2-3 weeks.