WOW! Internet - Cable - Phone

I have informed the customer of the credit she will be receiving for her service issues and what needs to be paid to continue service. I also informed her we would continue to work with her on the service issues in hopes we can find the root cause and resolve it. Once I gave that information she...

told me she would continue her legal process and disconnected the call. She appears to no longer wish to work with us over her billing dispute.

I am just not satisfied with their clipped responses. They have demonstrated that they don't care about how their customers feel.They say they have the best in customer service and great wireless service. Yet I have not experienced it.I switching anyway because when customers are not important then it's time to move on.

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 [redacted] 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 he signed up for this service plan should he cancel the service after the 30-day grace period.

Initial Business Response /* (1000, 10, 2015/04/23) */
The $2 charge is for process a payment at a local office with a direct agent or over the phone with a Customer care agent. You can avoid this charge by making the payment online at www.wowway.com, using our phone system, setting up auto-pay and...

mailing in the payment. The $2 sports surcharge if to offset the cost we have to pay to broadcast companies. If you have any further questions please give customer care a call at 877-566-5649.

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]

Complaint: [redacted]
I am rejecting this response because: because my number is being ported before this response. Sick and tired of liars. 
Sincerely,
[redacted]

I spoke with this customer and was able to correct and explain the billing questions they had about the rate. The rate did not change but some fee's were added for issues that occurred. We credited some of those fee's for customer satisfaction. We have dispatched a technician out to the home in the...

next few days to resolve any outstanding internet speed issues.

Adding in one PDF file, the WOW bills in question.

Complaint: [redacted]
I am rejecting this response because: I have not yet completed the research on other comparable services.  I will advise when I decide.  HOWEVER, since I filed the complaint, I have had an ongoing service issue and if this abhorrent customer service is in any way related to my complaint, it is unethical and probably illegal.  My original service request involved non-working remote controls and issues with on demand availability.  Through an email to WOW, I suggested that perhaps the box was defective.  Subsequently, "[redacted]" - a resolution specialist (which he is most definitely NOT) arranged a service appointment for Friday 6/3/2016.  Technician came, provided a new remote control and switched the box.  All was well until sometime after 8:00 pm on Saturday 6/4/2016 when I used the auxiliary cable service in my bedroom.  Sunday morning there was no access to the main cable box.  The message reads "the EXPLORER settop is not authorized for use".  Another service call, another technician, two additional box exchanges and still no service.  The auxiliary service in the bedroom is still functioning.  He placed a call for maintenance to resolve the issue and then gave an eleven hour window to fix it but no one ever showed up.  Today, I spoke with [redacted] in customer service who again promised an eleven our window and that is just a ridiculous amount if time.  I just called to follow up and the recording states there are no appointments scheduled.   Spoke to [redacted] who tol me that maintenance was already here and found nothing and once again it is escalated to "front end" with 24-48 hours to respond.  I am appalled that this issue cannot be resolved.  I am outraged that this is continuing for over two days and NO ONE can give me an answer.  I insist that someone contact me and get this issue resolved.  How can the auxiliary service work and the main service not???  What are the next steps?  Do I call Consumer Protection?  The FCC?  The media and all its negative connotations regarding WOW?  I  can be reached at [redacted] and don't even think about disabling the auxiliary service.  I am disgusted with WOW.
Sincerely,
[redacted]

The equipment in dispute has been removed from the account. The associated charge will be removed by our billing system within 48 hours.

Complaint: [redacted]
I am rejecting this response because:[redacted], hello. I returned my cable and modem boxes to WOW! on Monday, June 6. When the technician came out to fix the repairs the last technician left behind, he hit my trashcan with his truck and spewed my trash all over my driveway. I have pictures of all these incidents from this UNPROFESSIONAL company. Not only did it take almost 5 days to get a supervisor to even respond to me, but then to have him hit my trashcan and leave my trash everywhere is just a disgrace the company as a whole. I will NEVER recommend this company, and will defer anyone inquiring about your services. Thank you and good day.
Sincerely,
[redacted]

The customer has previously filed the same complaint with our corporate office. On 7/10/17, we spoke with the customer and explained to him that the terms of his plan include a discount that decreases by $10.00 after 12 months, which is why his bill increased from $25.00 to $35.00. The rate for the...

first 12 months of service at $25.00 per month cannot be reapplied. We attempted to offer an alternate solution at $30.00 per month, but he refused. If he would like to accept the alternate solution we provided, he is welcome to reach out to us.

We have made attempts to call this customer on 9/12, 9/18, & 9/20 with no answer & the voicemail box is full, so we cannot leave a message. We have also sent an email to this customer, but have not received any reply. If customer is still seeking a resolution, we will need a phone number at...

which she can be reached.

Final Consumer Response /* (2000, 10, 2015/10/09) */
10/8/15 @ 8:15pm
We received a call from ERT (Executive Response Team) and was informed that the fee was removed from our account. We were also informed that there was a charge to our account for a new cable drop to the house that the service...

tech said was needed. We did not ask for this service and have not seen a bill for it yet. However, the ERT representative said he removed that fee as well because it should be their responsibility.
We are currently happy with our resolution and look forward to many years of trouble free service from WOW cable and internet. However, this process took longer than we fell was necessary.
Thank You,
[redacted] & [redacted]

Initial Business Response /* (1000, 5, 2015/04/15) */
I have issued a credit to the account to take care of the remaining balance of $77.92 do the situation with the information you have provided to be about the install and [redacted] service. I apologize for any inconvenience we have caused you. If...

you have any further questions please give customer care a call at 866-496-9669
Initial Consumer Rebuttal /* (2000, 7, 2015/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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]

We have spoken with the customer and have gone ahead and waived the Early Termination Fee of $100.00 and already applied it to her former account.

Initial Business Response /* (1000, 9, 2015/11/11) */
We spoke to the customer and provided credit for the problems. The indicated they were satisfied with this resolution.
Initial Consumer Rebuttal /* (2000, 11, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
I was able to finally reach someone on 6 November that helped resolve the issue. Important note is that no one called me, I continued to call even after filing the complaint and not until I called back and finally got a supervisor

We have reviewed this matter and agree to issue a credit for the missed appointment fee.

We have not been able to reach this customer by phone to resolve this issue. We left voice messages on both contact numbers that we have on record. She is welcome to return our call so that we can assist her in this matter.