WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 5, 2015/08/05) */
After speaking with the customer, a $20 credit has been applied and the Service Protection Plan has been removed and prorated back. Customer accepted this resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
Yesterday 8/5/15 [redacted] from WOW called & said my bill for this month will be $100.00. He also gave me his number in case other problems occur.
Thank You for your help in this matter!

We have agreed to process a money back guarantee refund to this customer and credit back the installation fee. The customer has indicated they are satisfied with this result and will reach out to us if he has any issues.

Initial Business Response /* (1000, 5, 2015/07/27) */
Spoke with customer. Agreed on a billing amount the customer thought was fair credited to that point and customer will pay the remainder.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)
They removed half of the bill which is more than fair, I will be returning to them as a customer. I never wanted the entire amount refunded, just the part I didn't owe as I had changed cable providers.

We have spoken with this customer and scheduled a time to speak again about the service issues in detail. We will update when more information is available.

We have spoken with the customer this morning to notify her that the extra payment has been received and that we will send out the refund as soon as possible.

We have successfully made contact with this customer and explained the functionality of our local offices and provided a contact number for future inquiries. We have also resolved the billing credits that were in question. The cable issue may be a manufacturer issue but we will continue to work with...

the customer in order to resolve this issue completely. Tell us why here...

We have attempted to contact this customer to resolve this issue, but we have not received a response.

This customer filed a complaint about an issue with being charged an early termination fee for internet service never received. We have no records notifying us of internet speed issues. We offered to send a technician to help resolve his issue when he called to cancel services, but declined. The...

$165.00 early termination fee is due and we are closing this issue.

There is no record of any call from this customer to reduce his rate. His bill was the same amount for more than one year before he called to disconnect service. Based on our investigation, we have determined that the unpaid final balance on this account is valid.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11111220, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The feedline was replaced on 8/8/17. Credits have been issued to the account, which were reflected on the customer's most recent billing statement.

Initial Business Response /* (1000, 5, 2015/06/26) */
Was able to contact customer over the phone. She agreed to the credit we offerd and the asstiance with there serivce issue.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Wow never said $85 a month and as I stated previously I was told 29.99 plus 15 for the upgrade of speed. WOW is not being honest or holding to what their CSR's state. . I spoke with [redacted] their CSR. No one at any point in time ever said 85 dollars. Wow did not attempt to contact me, this is also not true. My complaint stands. Awful untruthful business

Complaint: [redacted]
I am rejecting this response because: I have made several calls to change paperless billing to paper billing. The wow representatives confirmed that they had switch me to paperless billing going to a wow.net/com account. I always pay my bills that I receive monthly. It is interesting that I receive a wow statement every other month with late fees. This is the only account that occurs like this where I receive a statement. I am sure that this is an unethical business/billing practice. This started in 2017. Other consumers should be warned.
Sincerely,
[redacted]

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  The account has been corrected and a credit was placed on the account for 20$ for the inconvenience. Please let us know if there is anything else that we can do to assist...

you.

Initial Business Response /* (1000, 5, 2015/07/27) */
Customer was contacted and service cost was lowered to an agreeable amount. Phone was removed at the same time. Customer was satisfied with the resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
I was told that the option that was presented to me was the only option. Me changing to a plan that they are offering new customers was not an option. One my rental agreement is up, I'll be moving and will not have to deal with WOW again.

The consumer agreed to a 1 year service agreement. The account was closed prior to the agreement per the terms of service. The issues with the consumer's services were addressed by our engineering team and equipment was replaced. The early termination fee will not be waived.

The equipment in question has been on the account since the customer transferred service from a previous address. There have been four pieces of equipment listed and billed for on the account since that time and only two were returned. There is no record of the customer returning the equipment that...

has been charged.

We have made multiple attempts to reach this customer, with no response. She is welcome to return our calls if she is still in need of assistance.

Initial Business Response /* (1000, 5, 2015/04/30) */
I show we had a technician out to the home yesterday for this issue and a maintenance technician will be out today to resolve this problem. if you have any further questions or need assistance please give customer care a call at 866-496-9669 we...

are available 24/7.