WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 5, 2015/04/15) */
The service was turned off for a past due balance. We have waived the reconnect fee when service was restored of $40. In the future if service is disconnect this will be a valid charge as well as the equipment pick up charge. This can be avoided...

by returning the equipment to the local office.

We have tried to locate the old account the customer mentioned with the information provided, but there is no old account at: [redacted] Saint Petersburg, FL [redacted] and the customer has not provided us with a phone number in the complaint. If the customer can provide the address where the...

service was located or the account number we would be happy to look into this.

Complaint: [redacted]
I am rejecting this response because:Yes, WOW did come out and pick up their equipment as scheduled today 7-25-17 @ 8:55am. However, I would like to wait before this case closes to receive my final bill to ensure that all credit has been adjusted correctly. I did pay my bill for the entire month of July, 2017 and service has been discontinued. so, some adjustments needs to be made regarding July 24th through the end of the month and the two days of no service the previous week (July 17th & 18th). Also please ensure that WOW has not made any reports to any credit Bureau. Thanks
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was lied to by your agents and given false info. 
Sincerely,
[redacted]

We have reviewed the sales order and there is no agreement to a free modem. The modem rental cost is stated twice on the sales order.The customer's modem was rendered incompatible with WOW! due to changes made to it through previous use with another provider. We cannot take responsibility for this...

by replacing his modem with free equipment rental from us.The customer may swap the rented modem for a comaptible modem of his own to eliminate the rental fee. We have offered two weeks to release the customer from his contract with us in case there was any miscommunication on our part.

Complaint: [redacted]
I am rejecting this response because: This is just a sad excuse by WOW. There is no reason to keep responding and saying the same thing. The services have improved since they last made some repairs, but they are giving up. All WOW is doing is taking the easy way out.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/31) */
We have contacted the customer to help them with their bill, they indicated they were satisfied with this result.

The consumer does not have an balance where the consumer is owed a refund. The August 11th, 2017 statement reflected a balance of $383.47. The consumer processed this payment by phone for the specified amount for services rendered. WOW! considers this case closed.

You did pay WOW! and clear the bill however you final payment didnt happen until after the bill was sent to collections.

Initial Business Response /* (1000, 5, 2015/08/06) */
Customer was already contacted for this issue. She has received a credit for customer satisfaction. At the time she choose to start using the Equipment in question it was the price she was paying. Later we changed the price for new customer...

going forward. We have since changed the price for this customer as per her request.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive the credit on any bill as yet. I was told to take it or leave it. They are still charging me for equip that was returned. I have been overcharged for 3 years - they need to make that up to me in cash or services going forward. If they can't see that, then my business will go to another cable provider. There does not seem to be a middle ground here, it is all about them? How can we compromise with their attitude being as it is?
Final Business Response /* (4000, 9, 2015/08/13) */
Client has not seen the credit on the bill, because her new monthly statement has not yet been printed & mailed, yet. She will see the credit reflected on the August statement.

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 already received these complaints from the customer outside of Revdex.com and addressed them at the executive level over the past several months. We have found these allegations to be unsubstantiated and will not give any further consideration to these false claims.

We sent a lead technician out to resolve the service issues. Since the technician was out, there has been no further service issues. We have applied an appropriate credit to the account for the service issues and are now assuming this case as closed.

We have a list of authorized locations where consumers can make payment. Please visit the website: [redacted]s. These include drop off locations.

Initial Business Response /* (1000, 5, 2015/05/21) */
The Money-Back Guarantee was denied because the account did not meet the requirements for the agreement of the Money-Back Guarantee. Please review below. If you have any further question please contact customer care at 866-496-9669.
60-day...

Money-Back Guarantee
Money-back guarantee available to first-time subscribers for refund of first and second regular monthly payments made by customer for WOW! services (excluding taxes and other fees, equipment charges, optional service charges, WOW! OnDemand, pay-per-view, long distance and other usage based charges). To be eligible for a money-back guarantee refund, customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii) disconnect and request a refund at the same time within 60 days of service activation. Refund will not apply if service is reestablished by customer within 180 days of disconnection. WOW!'s money-back guarantee policies are subject to change.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The door-to-door person that this company sent out to talk to the people, promised me the money-back guarantee as he knew my reservations about going back to a company that broke my television last time I had their services (locked me in a DVR as they broke my cable connector off the TV). WOW told me they do not support what is being told out in the field when I phoned customer service to dispute this bill. I do not owe any money to WOW. I never disconnected my services with [redacted] My phone, internet and cable were still being provided by [redacted] WOW needs to provide a detailed description of exactly what they feel $39.48 consists of in services they provided to me. I took WOW's equipment out of my home, and drove it to the [redacted] location immediately upon learning my phone didn't work, my internet and cable wasn't working correctly. WOW provided nothing to me other than a headache of inconvenience of poor customer service and lies. I telephoned the [redacted] and [redacted] I was informed that WOW has a history in this town since coming to Birmingham for poor customer service and lying to people and tricking them into signing with them and locking them in. This company should not be allowed to deceive the public and elderly. In WOW's best interest, this bill needs to be written off as I plan on fighting against this until justice is served. I have other people that have the same complaints against WOW, and they have all removed their services with them. There has been complaints filed with the [redacted] to attempt to not allow WOW in the town deceiving our elderly and trusting people. This is an example of their poor customer service. Their response is classic quoting policies. How can policies be quoted or used as a defense when I was told to my face, in person, that services were going to be cheaper, better and guaranteed or my money back PERIOD. Zero language of when, how etc. the guarantee was based upon. I expect WOW to not be honest as there is no history with them to do otherwise. I stand firm on this complaint. People should be able to trust a company that prides themselves in advertising great customer service. WOW is not that company.

Spoke to person who filled the complaint not longer wishes to sign up with WOW!. We will however be looking into his experience in hopes to prevent this in the future.

We have been unable to reach this customer by phone in our attempts. We are closing this case as we would need to talk to this customer before taking any action on the account.

Complaint: [redacted]
I am rejecting this response because: the entire bill amount was $60.22. Billing Date : May 7, 2013. I paid $30.22 on Feb 22, 2016. I was told that $30.00 was credited to my account and the balance was then $0.00. Remove the balance owed from my credit report. I never received a bill until I got one March of 2016. (Which is the copy of original bill dated May 7, 2013. 
Sincerely,
[redacted]

Thank for you contacting WOW via the Revdex.com. I apologize for the inconvenience that you have experienced. I reviewed your account and see that you had multiple problems with your service and had to call in many times. There were credits applied to your account previously, but after...

further review, we have credited your final balance leaving a $0.00 balance on the account. We hope you will consider returning to WOW in the future.

Complaint: [redacted]
I am rejecting this response because:once again,...

WOW refuses to acknowledge that they placed my account in collections wrongfully. All I am requesting is that they respond to that. I am not sure why they are ignoring my request to clean up my credit. I would like for WOW to contact collection and correct that account was wrongfully placed in correction
Sincerely,
[redacted]