WOW! Internet - Cable - Phone

Complaint: [redacted]
I am rejecting this response because:WOW does not abide by what they say, I will take the secure recorded phone calls to my attorney.
Sincerely,
[redacted]

The agreement offers are offered with a discounted rate that is only sustainable if the service is used for the length of the agreement made.  As we do have month to month offers available for customers that are mobile or who will be moving, moving to an area that we do not service is in breaks...

the agreement that was made and is not a condition in which the early termination fee can be disputed.

Our local management team determined that this was a mistake made by our tech who was in training and have reviewed this matter with him, so this doesn't happen again.We do not view this was trespassing, as our techs are allowed to check lines and equipment that are within the easement rights of our company on the property.Again, we do apologize for this error and are reviewing our processes to prevent this from occurring again in the future.

[redacted] After I reviewed your notes I see one call about internet issues. This was back in June of 2015 from that...

point to when you returned the modem that was the only call for issues with internet. I am again stating you will not be receiving a credit for 6 months. There is no grounds for us to see this as a legitimate issue as you did not make us aware of it until after you had disconnected services. As far as we are concerned this complaint has been closed.

I was able to speak with the customer today and assure him we would reach out to our local team who handled technician calls and make sure his number is not being handed out. We also applied a $150.00 credit as a courtesy for the customer frustration.

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. However, I would like to reserve the right to contact the Revdex.com again regarding this matter if I do not receive the refund or the amount of the refund stated in the resolution.
Sincerely,
[redacted]

This issue has already been resolved as the equipment has been removed from the account.

We have spoken with the consumer and advised her that if her mother's account was setup fraudulently then she would need to file a police report, and either fax or email a copy to us. Until we receive the police report, the charges are valid and collectible.

Spoke to customer she is unwilling to listen work towards a resolution. The administrative fee's we have applied are valid. We advise all of our customer to review their bill while on auto pay. Her comment in this complaint is the first we have heard of speed issue with her internet. We have no...

comments from her about speed issues since the issue with the $10.00 fee came up.

Thank you for replying. My name is [redacted].As initially requested in the original Revdex.com complaint, your entire month of service has been credited. We would not be able to credit an additional month of service for this issue, I do apologize that you had such a poor experience and that feedback has been sent back to the our management team in your area. Please let us know if there is anything else that we can do to assist you.

We are unable to provide new customer pricing to this customer based off of our agreement with the condo association. There is nothing that we can do to allow these discounts in our system.

We have attempted to contact this customer by phone, but have only received voicemail messages. He is welcome to return his equipment to our local office to have that charge removed from his balance.The equipment drop-off location for Evansville is located at: [redacted]
[redacted]...

[redacted]
[redacted]Office hours for this location are 8:30AM - 5:30PM, Monday - Friday. There is also a 24/7 drop off box at this location, in addition to regular office hours.

While no hard copy was left completing my account closure, having the voicemail transcript as well as the Revdex.com transcript, I am confident that this resolves my...

case. 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]

Initial Business Response /* (1000, 5, 2015/06/02) */
A refund check was mailed out on June 1st, 1st, 2015 for $81.60. Taxes are not covered under the Money-Back Guarantee. You should received this check within 7-10 business days. If you have any further question please contact customer care at...

866-496-9669.
60-day Money-Back Guarantee
Money-back guarantee available to first-time subscribers for refund of first and second regular monthly payments made by customer for WOW! services (excluding taxes and other fees, equipment charges, optional service charges, WOW! OnDemand, pay-per-view, long distance and other usage based charges). To be eligible for a money-back guarantee refund, customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii) disconnect and request a refund at the same time within 60 days of service activation. Refund will not apply if service is reestablished by customer within 180 days of disconnection. WOW!'s money-back guarantee policies are subject to change.

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]

We have verified router settings are optimized and all signal levels are reported in specification by the modem.  Supervisor technician notified and will continue to monitor area and contact customer weekly to check for any remaining ongoing issues.

Our local management team has reached out to this customer and is working to resolve the problem.

Complaint: [redacted]
I am rejecting this response because:I am still waiting for a solution before I agree to the response 
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/10/20) */
We have been unable to reach this customer, their modem was replaced on 10/15 and it appears that may have fixed the internet issue. we have also credited the balance on the account as of 10/20/15.
Initial Consumer Rebuttal /* (3000, 10,...

2015/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO ONE from Wow has tried to contact me. Credit was issued because I called becaise I was never informed there would be a charge for a modem or service visit. Very shady. Your customers need to know how these things work. Modem was only replaced because I requested it, service tech found no issue that I was informed of.
Service is still spotty
Very dissatisfied with how the whole situation was handled
Final Business Response /* (4000, 14, 2015/11/11) */
I have spoken to the customer and addressed her concerns. Her issue has been resolved and she is aware if anything else happens to let us know so we can assist her in a resolution.

Complaint: [redacted]
I am rejecting this response because: That is all hearsay, I asked the company to send me a copy of he recording because I know what was said and the denied my request because they know what the truth is. If they want this problem resolved either send me a copy of the recording or drop the ETF. 
Sincerely,
[redacted]