WOW! Internet - Cable - Phone

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 are awaiting the receipt of an unreturned modem on this customer's account. Once our equipment has been returned, we can process the refund within a week.

The customer spoke with our Loyalty team on 6/22/17 and came to a resolution regarding this matter. Our Executive Response Team attempted to reach out to her on 6/30/17 to follow-up, but there was no response.

Our local management team has removed the disputed equipment from the account and we are in the process of having this credited and the refund due sent to the customer. This should all be completed within a few weeks and the customer has our direct contact information if there are any further...

concerns.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We have reached out to this customer to reach a mutually beneficial agreement and resolve this issue.

Initial Business Response /* (1000, 6, 2016/01/06) */
We have attempted to contact the customer about their billing questions but have been unable to make contact. The 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 refund. However, 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 $0 balance on their closed account.
Initial Consumer Rebuttal /* (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.

We have made multiple attempts to contact the customer, and have provided the customer with our direct phone number if he has any questions. If the customers wishes to discuss pricing options, we would be happy to assist him with this but we must speak with him first.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their refusal to come to an amicable resolution does not warrant any further correspondence.
Sincerely,
[redacted]

Our terms of service and service agreement holds the consumer liable for the early termination fee. The consumer will not have the early termination fee waived.

We have worked with this customer in trying to resolve there concern. We are unable to...

call them as the number we have been given on this complaint is not valid. The number we have on there old closed account is no longer active. We have cleared out there bill and there is nothing out standing. If you could please let us know what other resolution you are looking for we would be glad to see what we could work with. We have extended our hand in good faith and have been unable to resolve this so far to the customer liking.

The consumer was informed from 09/14/15 that the equipment purchased from the third party source was a registered modem from us. The customer will need to dispute the purchase charge of the equipment from the seller if this is still an option. The consumer will need to return the modem as this was...

our property prior to the purchase. The consumer will not be credited for any reason as it is not justified. The consumer can return the equipment and have the equipment charge removed from the balance on the account.

The consumer was emailed and educated about the issue regarding the internet service via a wireless connection. Our terms of service explains via our website that we do not guarantee a wireless connection. The customer would be subject to an early termination fee for closing the account prematurely....

The issue is determined to not be our issue and would need to be resolved by the consumer if they are choosing to use a wireless connection at the 2.4 GHz radio band.

Initial Business Response /* (1000, 5, 2015/07/28) */
We spoke with the customer and ensured their services are working. We also apologized for the long hold times the day the customer was trying to reach us.

We have reached out to the customer and escalated the issue. There refund check has been printed and mailed out. They should be receiving it very shortly.

Complaint: [redacted]
I am rejecting this response because: WE must get credit for this out of service , nothing is free, and WOWWAy, previous has replied everything is ok. NOT the truth. Credit our time and no 911 service.
Sincerely,
[redacted]

There has never been a...

trouble call on the account, and only 1 call during which the customer was informed there was an area outage at the time.  No subsequent or prior report of any service issues ever occurred.  This means that the only service issue mentioned was corrected.  When the customer called to disconnect citing service issues, a technician was offered to have a look at any issues he may have.  The offer was refused and the customer disconnected instead after being advised this would indeed incur an early termination fee.  Opting to disconnect rather than having a technical issue addressed is a decision to terminate the agreement, and the early termination fee is valid.  As an alternative, the service can be reactivated and any technical issues can receive troubleshooting within 90 days of deactivation to have the early termination fee waived.  No further consideration will be given to this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of complete compensation of 9 billings at $3.99 each is satisfactory to me.
Sincerely,
[redacted]

We were able to speak by phone and came to an agreement to resolve this issue.

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 Waiver. I apologize for the inconvenience.