WOW! Internet - Cable - Phone

Final Consumer Response / [redacted] (2000, 9, 2015/07/20) */ The company apologized and has issued a credit to reconcile my trouble and aggravation

We have spoken with Mrs [redacted] concerning her internet speed issues and pricingShe 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 rateWe offered to upgrade her from 30/ Mbps to 60/Mbps with only a $increase compared to the regular $increase, but the customer declined

Spoke to person who filled the complaint not longer wishes to sign up with WOW!We will however be looking into his experience in hopes to prevent this in the future

We have reached out to this customer and she reports that the issue is resolved for nowShe has the direct contact information for our Executive Response Team and our local Lead Field Tech if she has any further concerns

Initial Business Response / [redacted] (1000, 18, 2015/10/30) */ This customer's problems were handled by our business department Initial Consumer Rebuttal / [redacted] (2000, 20, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] : I am rejecting this response because they never revealed this when we cancelled why then did they send me an invoice for the final bill stating that we needed to send in a check or pay by phone Sincerely, [redacted] ***

Our local management team reached out to this customer to address her concernsA cable box was replaced to resolve the service problems

Our terms of service explains that when a consumer disconnects service and does not return equipment, the consumer will receive a final statement from us that includes charges for any devices in the consumers possessionConsumers disconnecting services involving equipment must return all devices to avoid being chargedThe consumer will have the unreturned equipment charge on the account until the equipment is returnedThis would the consumer's responsibility to notify the provider that the equipment needs to be picked up or returned to a local office

Client has been informed that the service code for this equipment is a requirement for the plan that he is subscribed toClient has the option of getting this equipment reinstalled or switching to another plan that does not require this equipment

Initial Business Response / [redacted] (1000, 9, 2015/12/28) */ We have attempted to contact this customer multiples times with no luck to discuss bill and to advise of unreturned equipmentAt this time, we will be closing the case due to no response from the customer

Initial Business Response / [redacted] (1000, 15, 2015/11/09) */ We will be removing the un-returned equipment charge from the account as a courtesy to the customerIf there are any further concerns please let us know

The consumer has days to dispute any charges on the statement per our terms of serviceHowever, year in charges for the modem was returned for the consumer

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

We have been unsuccessful in our attempts to reach this customerHowever, we have credited the balance owed on the account in its entiretyIf the customer has further questions he is welcome to reach out to us on [redacted]

There is no outstanding balance for this account to review All balances were waived already under day period

Initial Business Response / [redacted] (1000, 9, 2015/11/11) */ We spoke to the customer and provided credit for the problemsThe indicated they were satisfied with this resolution Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to finally reach someone on November that helped resolve the issueImportant note is that no one called me, I continued to call even after filing the complaint and not until I called back and finally got a supervisor

We have reviewed the initial sales call, and found that it was explained that there was a $promotional discount that would expire after monthsPrice is valid & was agreed to by the customerWe attempted to reach the customer by phone, but there was no answerWe left a voicemail with our contact information and emailed him regarding our findingsThe customer is welcome to contact us directly if he has any further questions or concerns regarding this matter

Final Consumer Response / [redacted] (2000, 10, 2015/10/09) */ 10/8/@ 8:15pm We received a call from ERT (Executive Response Team) and was informed that the fee was removed from our accountWe were also informed that there was a charge to our account for a new cable drop to the house that the service tech said was neededWe did not ask for this service and have not seen a bill for it yetHowever, the ERT representative said he removed that fee as well because it should be their responsibility We are currently happy with our resolution and look forward to many years of trouble free service from WOW cable and internetHowever, this process took longer than we fell was necessary Thank You, [redacted] & [redacted] ***

We have resolved the service issues at the home and the billing concerns the customer hadWe are assuming this case closed as we have provided a resolution for both issues

The equipment has been received by our office via the [redacted] kitThe charge for the unreturned equipment is being removed from the account