WOW! Internet - Cable - Phone

Our records show that the customer registered for autopay on 1/28/18 via the WOW! Online Account Manager website. When autopay is registered, it does not go through until the next billing cycle, so the customer's balance of $142.35 still needed to be paid. When her bill cycled on 2/09/18, the total...

balance of $350.62 for the January & February statements was paid via autopay. While the customer may have unintentionally signed up for autopay, we did not "steal" her money. We took payment by the autopay that she signed up for on our website. This payment covers services for your 1/09/18 & 2/09/18 statements. We cannot issue a refund for a payment made for services due during the current bill cycle. As the customer has unenrolled from autopay as of 2/12/18, no further automatic payments will be processed, and she may resume making one-time payments on your future statements.

We have reached out to the customer and he is not currently having any service issues. I have contacted the local team to keep an eye on the customers service to see if we can determine the root cause. Customer was satisfied with that resolution.

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

The call included the specific subject of whether moving would incur an early termination fee.  The representative did specifically say moving did incur an early termination fee if services could not be transferred.  The early termination fee does apply in this case.

We have been unable to verify the customer claims of contact to WOW! from the numbers he gave us any where close to the frequency he insisted he called at. A technician was never dispatched to the home for troubleshooting because the two times we are showing records of calling in for issues on 08/06 & 06/16 it was resolved over the phone with rebooting the modem. with this information on the account as wheat we have to go on his charges are valid and we have done all we are willing to do. We have waived the charge for picking up the customer equipment as he requested but the Early Termination Fee and his remaining bills are valid. Regardless of his desire to have service cost waived for issues he had if we never knew about the issue we are not able to fix it and if we couldn't fix it cause we were not told about it we will not provide a credit.

This customer signed up for a promotion with a 24-month discount on the service, which includes $30.00 off for months 1-12 and $20.00 off for months 13-24. This was a verbal agreement, made over the phone when the customer ordered service. The customer is now in the 13-24 month segment of this promotional discount. The $30.00 discount that was included in months 1-12 cannot be reapplied.

[redacted] Thank you for taking my call earlier today. As we spoke about we will remove the cost for the equipment as this was the information you were told. Going forward as a reminder any equipment damaged like this you will be charged for. The process to remove the equipment charges will take a...

few days but should be off before your next bill cycles.

Initial Business Response /* (1000, 10, 2015/07/26) */
Called and spoke with customer. Agreed to mutual resolution on final bill.
Initial Consumer Rebuttal /* (2000, 12, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. Our account research team processed the refund and if having it sent to you, they indicated that they spoke with you and you are happy with that result. Please let us know if there is...

anything else that we can do to assist you.

We called and spoke with this customer regarding the poor experience he had with our representative & supervisor. We will be reviewing those calls to coach those experiences appropriately. We reviewed the account, payments, balance, and bill cycle/due date with the customer. He understands his...

billing now, but states that he remains unsatisfied with the experience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11084355, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We have contacted customer regarding issue, including ways to narrow down if the speed he is subscribed to is not sufficient for his use.  Follow up indicated that trial of the next higher speed did help but still some potential issues, a technician visit to investigate any remaining...

issues while using the higher speed was declined.

We do not have a copy of the work order from the date the Adapter may have been installed, this is the main reason the equipment and corresponding charge were removed from the customer's account.

Complaint: [redacted]
I am...

rejecting this response because:I had requested that the call recordings from [redacted] to WOW be reviewed.  The person that I spoke with at WOW said they would talk with a manager and return my call.  I never received a return call.  Was this documented?  If representatives from WOW are not properly documenting calls particular to the dispute of a charge, this is a larger issue.  My bill was set for auto-pay and my rate increased without my approval.  I would request again that all call recordings from [redacted] be reviewed.  Increasing auto-pay without consent and poor record of customer complaints, this needs to be addressed.         
Sincerely,
[redacted]

We are sorry that we are not available at this customer's new home, but moving out of our serviceable area does not constitute a situation in which the Early Termination Fee (ETF) would be waived, unless the customer is a member of the United States Armed Services and has received military orders to...

relocate outside of the local WOW! service area.As part of our Minimum Term Plan Terms & Conditions, the ETF is something that the customer did agree to when signing up for this service plan should the service be canceled after the 30-day grace period. The customer was provided a lower monthly rate by accepting a minimum term service agreement. As such, the ETF is valid.

Initial Business Response /* (1000, 5, 2015/07/14) */
Spoke with the customer explained the cause of the internet issue. Customer had already been given a credit for her time without service for well over the cost of the service per day. She was happy with resolution.
Initial Consumer Rebuttal...

/* (2000, 7, 2015/07/20) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Friday, July 17, XXXX XX:XX AM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
Importance: Low
Reply about a complaint. I recently submitted a claim about wow cable. And wanted to say that after a few days. My issue was resolved. Wow handled everything very well.

According to our records, the issues with the phone number and digital breakup on the TV have been repaired. We have reached out to the customer via phone and email and welcome him to contact us directly if there are any other issues that require attention.

The consumer processed an automated payment and withdrew the current balance.

There must be a website login created in order to view bills online.  Bills are not sent to any email address, customers receive a notification that a new bill is available online for viewing.  Without a login there is no way to retrieve the proper bill.  Notification for the...

paperless statement fee is found on the customer's statements.

We charged you the re connection fee because we did not receive the payment from the 3rd party payment source. To my understanding this is how 3rd party payments work is it takes them a few days to get the information sent out to the vendors they are paying. We have since given you options to avoid this in the future. To the best of my knowledge this issue has been resolved.