WOW! Internet - Cable - Phone

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you have experiencedOur 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 resultPlease let us know if there is anything else that we can do to assist you

[redacted] ,I apologize for the poor customer service you experience when working with us here at WOW!Your first bill was $A change was made days into the billing cycle, adding video serviceThere were some partial month charges and credit applied which were reflected on the next bill that came out for the $(which including the original $148.19)You stated that you one recived the first bill, however I am sorry you didnt get any of the othersThey were not returned by the Post Office, but I also see that you registered on the website for email which means you would have been able to see all of your monthly statements onlineHopefully you will have receved the duplicate statements that were sent outIf so, you will be able to see the $for the partial month charge of new cable service from 11/06/to 12/02/These are charges you did agree to when upgradingA representative from our Executive Response Team, calling on behalf of the corporate office, contacted you by phone to discuss these concerns and you disconnected that call I understand you may have been furstrated with previous interactions but we were trying to explain your billing questionsI also apologize for the confusion with your due date, there is a ten day grace period available after the due date provided on your bill, one of the dates was the due date, the other was the last day of the grace period, before your bill would have become past dueUnfortunately since the payment was not posted to your account before either of these dates, there were valid late fees applied to the account

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ We have been unable to reach the customer to resolve this issueWe will need a valid phone number to reach the customer in order to go any further with this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) My VALID phone number is on my account because when I call in that is how I am identifiedJust another lame excuse from this companyMY PHONE NUMBER IS XXX XXX XXXXMY PHONE IS ON HOURS A DAY DAYS A WEEKIF I AM UNABLE TO ANSWER THEY CAN JUST LEAVE A MESSAGE AND I WILL RETURN THE CALL As of September 9, 2015, 8:am, WOW has all their equipment from my homeI no longer am a customer of theirs and I would appreciate my billing to be taken care of and have a zero balance Final Business Response / [redacted] (4000, 17, 2015/10/13) */ The account balance has been cleared per customer request Final Consumer Response / [redacted] (2000, 19, 2015/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We have spoken to the customer and corrected the pricing to an agreeable amount very near the pricing requestedThere was no other concern when contact was made so we will presume this issue resolved

The consumer's letter was not in errorThe consumer made the payment as needed for the accountWe consider this matter resolved

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 issueWe replaced the equipment that was causing the issue and the customer should no longer have an issues

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

Initial Business Response / [redacted] (1000, 6, 2016/01/06) */ We have attempted to contact the customer about their billing questions but have been unable to make contactThe money back guarantee is offered to new customers only and since this customer had WOW services in the past, they are not eligible for a refundHowever, since the customer had a number of problems with customer service and their WOW services we have credited the final balance of $104.23, leaving a $balance on their closed account Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although there are no records of WOW attempts to contact me on my cell phone, I want that case closed

WOW does not have an update for this modem and does not take responsibility for providing firmware updates to all customer-owned equipment

WOW! does offer waivers of the Early Termination Fee (ETF) in certain circumstances, as detailed in our Minimum Term Plan Terms and Conditions ( [redacted] )Unfortunately, moving out of our serviceable area does not qualify as a Special Circumstance for an ETF WaiverI apologize for the inconvenience

We have issued a credit to the account for the inconvenience due to the missed appointmentsWe apologize for the inconvenience this has causedPlease let us know if there is anything else that we can do to assist youIf you have an issue that requires immediate attention, WOW! Customer Service is available 24/for your convenience at ###-###-####

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 meI will go ahead and pay this chargeIt is still $more than I should be being charged as I mentioned I should only be paying my usual cost of internet but I am not arguing with you all over $when it already took you this long to get you all to take off an additional $charge out of $This is the second occurrence of your company overcharging me unjustifiablyI can guarantee you that the next time I will put in an additional Revdex.com complaint and I will definitely be canceling my servicesI do not appreciate having my time wasted this muchYour billing reporting needs a serious overhall and explanations of charges to customer accounts need to be clearThis current method is absolutely unacceptableLooking at my statements I cannot tell what any of the charges your company is adding to my account actually areWhen I spoke to your employees they even seemed to be confused as to what and why I was being chargedI have not gotten a clear impression as to if your company is doing this on purpose or if it simply due to incompetenceThis is to the point that I have spoken to you enough that I can only assume that your company is purposely overcharging meI expect that in the future my account will no longer be chargedI will now remove the Revdex.com complaintI expect to see a receipt or some sort of invoice for what you have said aboveMy current account does not reflect what you have actually done (removed the $40) anywhere Sincerely, [redacted] ***

We located the cause of the delay and were able to correct itHe check was sent out today so she should receive it soon

Initial Business Response / [redacted] (1000, 9, 2015/07/27) */ There has been no successful contact with this customerThere has been a $credit on account for service issues and customer frustration

WOW has made a visit to my residents and and is working to resolve the issue in the neighborhoodWe were told that update would be made to equipment in the next month that should illuminate all problems

We have advised the customer via email that any upgrades to his service would be billed within the terms of his original service agreement (contract) plan, which is is still in effect through 10/28/17.As we are still honoring the agreed upon rate and service level he subscribed to when ordering service, there is no cause to terminate the service agreementThe customer would be subject to an Early Termination Fee if services are discontinued before the end of the service agreement

Complaint: [redacted] I am rejecting this response because: I would like a formal response from the company for visibility within the Revdex.com site for other consumers Sincerely, [redacted] ***

The customer consented to this agreement verbally, which is legally bindingDuring the course of the verbal agreement, it was fully disclosed that an Early Termination Fee would apply should the customer terminate the service before the end of the agreed upon term lengthA full copy of our Minimum Term Plan Terms & Conditions are available online at [redacted]

The $cannot be refunded as it was an amount the customer owed for a previously unpaid account

Spoke to the customer about his experience and we will be investigating his concerns about the level of customer service we providedWe have credited his account in total $for service issues and return payment fee'sHe was okay with the ermaning balance and that we were looking into why we didn't handle his issue with service correctly