WOW! Internet - Cable - Phone

Client has been informed that the service code for this equipment is a requirement for the plan that he is subscribed to. Client has the option of getting this equipment reinstalled or switching to another plan that does not require this equipment.

We have reviewed this customer's account and confirmed that all tech visit fees have been waived. This is in addition to credits for service related problems. We are putting this customer in contact with our local customer advocate to resolve the outstanding service issues and will continue to...

follow-up with her until she lets us know that she is satisfied with this resolution.

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]

A refund has been processed. The customer should see the funds in 3-5 days.

Initial Business Response /* (1000, 5, 2015/05/21) */
the last payment made on your account was on April 21st for $69.62 by [redacted] We verified none of the payments went though that you tried to make on May 15th, You will need to contact you bank if you are showing these are pending and why they have...

failed. The account currently has a past due balance of $69.42 and current charges of $69.52. I have issued you a 1 time courtesy late charge credit of $10 that will show on you next bill statement. If you have any further questions please contact customer care at XXX-XXX-XXXX.

So when you paid the $33.21 there was still a remaining balance of $40.22 we billed you...

twice more not for service but for lack of payment on the past due. Which has left you with a total of $60.22 We have waived $30.00 of that per your request however there is still an outstanding balance of the amount you listed in your rebuttal that is owed. We have meet you half way on this last part of the billing.

The customer had contact information left at his door to utilize if any further issues were present after area work.  He was also informed that this is what the information was for, with no reply to the accompanying inquiry asking how services were after the area work.  This is being sent back to our field management to investigate again.  We would encourage that contact information left in the event of ongoing issues be utilized in the future.

Complaint: [redacted]
I am rejecting this response because: The issue is that they ported it in the first place. I had NOT authorized them to port the number. I was considering changing to wow but canceled the next day ( I have three according to the State of Michigan) If I had not cancelled why did they not install the internet and cable? I was asking them about changing all three. They did cancel internet and cable but NOT the phone and by not doing so as they said they would they are costing me 180 dollars a year extra. This company Did not talk to me after your first letter to me . They called and left a message with a phone number to call back. I called that day as soon as I got home from work (2PM). The call went right to voice mail. I left a message for them to call me again, they haven't. They don't want to take any responsibility for the mistake. When I originally spoke to them (before I wrote to you) they told me there was no error and that was the end of the conversation they ended the call abruptly. They ate very unprofessional.
Sincerely,
[redacted]

[redacted], I apologize this was not handled earlier. We have cleared the remaining balance on this account and you now have a $0.00 balance with us. You should no longer be receiving a bill.

The consumer was credit for the erroneous charges on 01/31/2018. The account was also corrected in that the modem charge was removed.

Initial Business Response /* (1000, 5, 2015/06/02) */
Service was restored from season on April 7th, 2015 the max seasonal hold can me place on for which is the 6 months. Charges going forward from this date are valid. When your father called in service was restored by sending signal to the...

equipment. We have no proof service was out this full time. As a courtesy I will meet you half way on the amount of $137.54 and issue a credit of $68.77. Please be advised this is a 1 time credit for this type of situation. If you have any further questions please contact customer care at 866-496-9669.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I appreciate the effort, this response is not satisfactory. You state that you "have no proof" that service was out at this time. Our word is the proof, as nothing was working when he returned home. We have contacted WOW 3 times now, and each time received a different response. First response - the service was working. Second response - sometimes if you don't use the service it quits working. Third response - when he called service was restored by sending a signal to the equipment. He is a good customer and honors his side of the agreement. He was perfectly willing to pay for service in April whether he was there or not, but clearly the service was not working and required his time in contacting the WOW again to have his service restored in May. If this is a 1 time credit, please credit the full amount that he is due. I appreciate you making this offer as a courtesy, but to me it is actually a valid refund for services not rendered. Thank you.

We have reached out to this customer and she reports that the issue is resolved for now. She has the direct contact information for our Executive Response Team and our local Lead Field Tech if she has any further concerns.

We have applied the credit of $22.69 as the customer requested.

After account review, intent was demonstrated to disconnect as of 12/5.  Service charges will be manually waived.

Initial Business Response /* (1000, 6, 2015/11/10) */
Customer has already been credited the technician
visit charges before this case was opened.

Final Consumer Response /* (2000, 6, 2015/04/14) */
I called and spoke to customer service representative, Lucas. He was not willing to assist me, so I requested a supervisor. He was reluctant to allow me to escalate but I insisted.
Spoke to call center supervisor, [redacted]. I explained the...

situation to her and she agreed to resolve the matter. After placing me on hold for a few minutes, she came back and assured me that the $22 reconnect fee would be waived, as would the $10 late fee. I confirmed that the only amount due is the normal monthly service charge and she agreed. I asked her to confirm that the service would not be interrupted. She confirmed that service will not be interrupted.
This matter is now closed satisfactorily. Thanks!

We have tried to contact this customer several times by phone and email to discuss the billing issue but have been unsuccessful in our attempts. Since we will need to speak to this customer to resolve these concerns we are closing this issue until we hear back from this customer.

Initial Business Response /* (1000, 14, 2015/07/13) */
I spoke with the customer and as a courtesy have waived the cost of the equipment. The amount requested will be credited to the account and a refund for the difference will follow. Customer was happy with the resolution.

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]

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]