WOW! Internet - Cable - Phone

We have spoken with the customer about the amount of credit and assured we try our best to keep outages at a minimum. If a service outage is to happen we try to resolve it as soon as we can.

After conversation with the customer we have reviewed the account and applied a credit for $150.00 for issues with service and for the customer frustration. This should clear up all credits for time that the customer has been without service for the last few months.

We have a tech coming to the home today to resolve this issue. We will follow-up with the customer as needed and he has our direct email to contact us with any other concerns.

As we informed the customer with the last two payments were not made from an account in his name. Unless he can have the account holder for the bank account that made it call in to request the transfer we are unable to assist him further in resolving this issue.

We have made the best offer we have available to this customer. She is welcome to either accept or decline it. No further offers will be made. We apologize for any inconvenience.

Initial Business Response /* (1000, 9, 2015/10/21) */
Customer has been contacted by our construction contactor to get their lawn repaired.

Complaint: [redacted]
I am rejecting this response because:Two...

months should be refunded, not oneNeed clarity from WOW about how they will prevent this issue from happening in the future.  WOW violated privacy by changing settings to my account without my authorization.  Please describe policies and controls in place to prevent this from happening in the future
Sincerely,
[redacted]

I spoke to Mrs. [redacted] about the issue and let her know that we found the issue and have gotten it corrected. The voicemail box on his email had not been built in the background system and this has since been corrected as of 08/30/2016. The customer should have no further issues using this option to...

check the voicemail on their account.

Our account research (billing) team has reviewed this matter and issued a refund of the payment to the customer's card. She should see it posted in just a few days.

Called & spoke with customer about this situation. Came to mutual resolution on credit for this account. She has our contact information if there are any other concerns.

We have been able to work with this customer and come to an agreeable price and signed a new service contract to solidify it.

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]

Thank you for replying. My name is [redacted]. I apologize we have not been able to reach you, we called on 5/21 (Twice), 6/1 and 6/3 and have not been able to speak to you. As previously stated the base rate guarantee lasting until 1/2016 has been honored, there were discounts on your account which further reduced your bill. This was explained when you called in on 1/23/2015 and a new 12 month discount for 15$ per month was applied at that time which you accepted as your rate for the following 12 months. Again, we are more than happy to review your current monthly rate and help with your bill, since we have been unable to reach you, can you provide the best time of day, or day of the week for us to contact you to assist?Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I want it to clearly established that I spoke with a supervisor named James who said that my account balance is now -0-  I returned the equipment and cancelled my service
Sincerely,
[redacted]

This customer's bill cycle has not changed since services were installed. The bill cycles each month on the 11th and is due on the 29th. If the bill falls behind, the next one is due opon receipt and late fees and reactivation fees are applicable as per our terms of service.We have made multiple...

attempts to cals this customer to discuss her billing, but we have not been able to reach her. She is welcome to return our calls if she needs to discuss this matter further or has any questions about her account.

please refund tne monthly cost of dvr. I was not made aware of issue with missing channels.  As I mentioned I shouldn't pay full price for dvr if all advertised features are not available. That's why I am asking Revdex.com for assistance.  Who advertises services that are not available but charge consumers for it anyway?? 
Complaint: [redacted]
I am rejecting this response because:Please be aware you will have thirty (30) minutes to type and submit your response below. Any correspondence submitted after this time frame may be deleted and it is not guaranteed Revdex.com will receive the information.
Sincerely,
[redacted]

It appears we had an issue with the initial tech coming out on the 28th and we had to send another one out on the 30th who resolved the service issue. We replaced the equipment that was causing the issue and the customer should no longer have an issues.

Advised that when signed up for automatic payment, if a bill is printed with a past due balance, the entire balance is automatically charged on the bill print date.  Customer is now paid through the March statement.  Advised what the current rate is after equipment...

rentals removed to lower bill.

We have given an option on where to find the information if there are questions. We have reps available to assist the customer with any question on there bill as well as FAQ's on or website. I am sorry you don't understand the different charges on the bill. However we have notified you of the options we have. We don't want to have to print massive bills to explain every charge in detail but we do offer explanations and people to provide them for your convenience.

Complaint: [redacted]
I am rejecting this response because: I've received only one phone call from a man named [redacted] on Wednesday, June 1st, 2016 and promptly called back. I was at work in a meeting and couldn't come to the phone. The number [redacted] provided goes straight to a voice recording machine asking to leave a message. I have called 3 times. Each time numbering the amount of call backs I've given. We also never upgraded our phone. We have it IN WRITING AND WILL MOVE FORWARD if necessary. Please call me again. Thank you. 
Sincerely,
[redacted]