WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 8, 2015/10/20) */
The customer has been disconnected and their final bill was reduced to $76.58, which has been paid by the customer.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
I just received a bill for $120.00 for an item they claim I have not returned. This item was picked up a few years ago by the tech that came to fix the service. It was a little tiny box and we only needed one because we went to DVrs
Final Business Response /* (4000, 12, 2015/10/27) */
The equipment and the corresponding charge have been removed from the closed account. There is no balance due.
Final Consumer Response /* (2000, 14, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have confirmed that the street this customer moved to is not serviceable by WOW!WOW! does have provisions available for circumstances that would qualify for waiving the Early Termination Fee. Moving out of our serviceable area is not a circumstance in which the ETF would be waived, regardless of how near/far our closest serviceable address is, unless the customer is active-duty US military service member with relocation orders.Please visit [redacted] for our Annual Service Plan Terms and Conditions for more information.

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 possession. Consumers disconnecting services involving equipment must return all devices to avoid being charged. The consumer will have the unreturned equipment charge on the account until the equipment is returned. This would the consumer's responsibility to notify the provider that the equipment needs to be picked up or returned to a local office.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing. This issue has been resolved and we appreciate you speaking with a lead in our customer care department about the problems of your calls not being noted on your account. We...

have applied a total of $45 in credit to your WOW account. Please let us know if there is anything else that we can do to assist you.

[redacted] is a duplicate channel in our Auburn market, so to avoid having to pass along two separate broadcaster surcharges to our subscribers for the same affiliated programming, we are dropping that channel. The same programming remains available on channels 5 and 705 for the consumer. The consumer...

will need to pay the early termination fee as the consumer is terminating services prior to the 1 year service agreement.

We're sorry if you were dissatisfied with your service. We are showing this account to have been closed due to non-payment.

Complaint: [redacted]
I am rejecting this response because: I have called the number that the WOW 'Executive Response Team' had provided me, I left a voicemail on the 19th and 20th. I have yet to hear back from anybody from WOW. I believe they are lying and are in hopes the Revdex.com 5 day response deadline will pass to have an automatic 'Customer Satisfaction' criteria met. I have still not been helped by ANY MEANS and am still paying for services that are simply not being provided at times. I also had AUTOPAY set up for WOW's billing, I am supposed to be paying $45 for internet, they had an AUTOPAY bill for $160 to be charged on my account, for no valid reason -  the bill is attached. After hours of talking to customer service and being hung up on by a WOW supervisor named [redacted] ID # [redacted], they said it was somehow a 'glitch in the system' and they still charged me $2.50 over my agreed bill of $45 because the 'system wouldn't let them remove any more'. This is simply unacceptable. WOW pays the city of [redacted] $400,000 a year to have this contract. We as the people of [redacted] are simply being scammed. 
Sincerely,
[redacted]

As per our terms of service, the customer has thirty days from the date of receipt of the bill to register a dispute with WOW! No further credit will be issued for this matter, as the customer did not let us know that she was having a problem until only recently.

Customer contacted us after making this complaint and was offered a discount that they accepted to stay with WOW!.

This customer has already reached out to our corporate office via email regarding this matter and has been advised that moving out of our serviceable area does not constitute a situation in which the Early Termination Fee (ETF) would be waived, unless a customer is a member of the United States...

Armed Services and have received military orders to relocate outside of the local WOW! service area. As part of our Minimum Term Plan Terms & Conditions [redacted], the ETF is something that the customer did agree to when ordering this service plan should the service be canceled before the minimum term was fulfilled.

We communicated that the customer still owed a balance and equipment to return by mailing two billing statements after the disconnect. A statement showing the balance for services was sent on 3/12/16. When that was unpaid and the equipment was not returned, a final bill showing the balance for both the unpaid services and unreturned equipment was mailed on 4/12/16. The account was not turned over to collections until two months after we had sent the final statement. Unfortunately, there is nothing further we can do in regards to this matter.

We have attempted to contact the customer to resolve this issue and have had no success. However it does appears he has called in and spoken to someone about the service issues and we setup a technician to come to his home that he canceled shortly after setup. We would be glad to offer the customer...

compensation for the 4 days he was fully out of service that we have documented. That being said we will not provide a month of free service for that time.

Complaint: [redacted]
I am rejecting this response because:The representative from the executive response team says the problem has been fixed.  It is not. I was also told it was fixed the day I filed the Revdex.com complaint. That day the representative, a supervisor, acknowledge during that conversation that during her many years of employment she has filed many complaints regarding the technical department closing out complaints without verifying the problem had been corrected.  Back weeks ago, when calling Wow, I was assured I would receive a call and verification would take place assuring things were fixed.  Didn't happen.I asked for a call from Wow, with a number I could call back and discuss the issue with a technician and verify the fix.  This did not happen.  The number I was given to call transfers me to a another country were the representative is difficult for me to understand, at which time, I ask for a representative in the U.S..  All this usually takes about 10 minutes or more just to talk with someone.This problem is ongoing, has been for months.  WOW has a systems problem, a process problem and the last call from their Executive Response Team clearly demonstrate that.Sincerely, [redacted]
Sincerely,
[redacted]

WOW! does not have a write-off in the name of the complainant, and we cannot...

discuss an account with anyone but the account holder.  We do not place property liens.If the complainant wishes to file a dispute, she should do so through the collection agency, or perhaps the entity that is presenting the bill she is referring to.

Thank you for contacting WOW!  My name is [redacted].  I apologize for the inconvenience that you have experienced. It appears there is some confusion on what happened with the billing on your account. The account was in good standing, then the last 4 payments made via credit card were disputed simultaneously, either by you or by the credit card company and those payments were returned by WOW is accordance with credit card regulations. This put your account seriously delinquent and ultimately caused the disconnection. Anytime a payment is returned for any reason, there is a charge for that and those charges are valid.  if this is a problem that was initiated by your bank, you can discuss being reimbursed for any WOW related fees from them, but your account wouldn't be restarted without valid payment. Please let us know if there is anything else that we can do to assist you.

We have been unable to reach this customer after multiple attempts to contact him.

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.
The Corporate Office re-activated my account without question.  The office contacted me to ensure the situation had been resolved. The office stated that someone from my local office would contact me to ensure resolution.  As of today. the local office has not telephoned me or contacted me.
Sincerely,
[redacted]

We have attempted to contact this customer since we received this rebuttal and have not been able to reach them. If the issue persists we would be happy to assist them but would need to have contact with the customer in order to start this.

We have credited the reconnection back to the customer. Upon reviewing the phone call we determined the customer did provide correct information. Since it was a mistake on our end we did rectify the matter by credited the charge. We are assuming this case closed as we did meet the customer's desired...

settlement.

The paper statement fee was listed on page 1 of your bill for 2 months. It was on both September and October bill under WOW! new. You had appropriate time to ensure that you were not charged for this fee however you did not take it. We will not be refunding you the dollar for this cost as we made it clear it was coming on the November bill.