WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 8, 2015/07/24) */
Spoke with customer about issue. Educated that we sent his number rover to the requested company on the date he requested so it has not been applied to another customer. I have submitted a ticket to resolve the incorrect ID on the phone through...

the WOW! system. This should be resolved soon. Customer was satisfied with resolution.

We have attempted to reach the customer, but there has been no answer. We left a detailed voicemail on the customer's phone and on the notes of her account with our findings. She is welcome to return our calls if she has any further questions or concerns.

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 were able to discuss this matter with the customer via email and reach a mutually beneficial 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.
I understand that the charges made to my account (as shown on the enclosed document)...

which were charged on 07/29/2017 have been removed.
Sincerely,
[redacted]

Do to the circumstances of this issue we have waived the outstanding balance. We have also sent an email to the customer as requested with the details of this resolution.

The customer will not be compensated for any time to deliver the payment that he owes WOW!. After reviewing the account I see that all 4 payments that were returned to the card was caused by the customer or the credit card company. Our records indicate we returned to the funds due to a them being...

"fraudulent" payments. If the customer wishes to return to WOW! they can make a payment for the full amount and call in to get the service installed or they can call in and setup a time to get the equipment picked up.

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]

Every statement ever issued on the account details that any discount given on services has an end point.  A given statement would also have the charge for a view magazine, so the customer did in fact have notification, both of any discount ending as well as the services on his account..  We have credited all charges for the view magazine subscription, there are no taxes or fees associated with this subscription.  The customer was offered $150 and repackaging to a lower price in exchange for keeping service with us.  He was not promised a credit otherwise, but rather specifically if he stayed he would receive the credit.  As the customer disconnected, he did not meet the conditions for the credit as offered, therefore no credit is due.  $107.83 as a final bill is the amount for charges for services used that have not yet received a payment.  No further consideration to this matter will be given.

The DTA has been removed from the consumer's account, and the unreturned equipment charge as well.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  We have credited the $50 technician visit charge to the account and your account is now closed. If you would like to restart service you can contact the WOW sales team at...

###-###-####. Please let us know if there is anything else that we can do to assist you.

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

We have made no changes to the customer speed and he should be able to access the speed he is paying for. If he is having slow speed issues he would need to contact us for support. It has been posted on the bill since the discount was applied that it was only a 12 month discount. We have contacted the customer explained this issue. We have not participated in any poor business practices as the customer has been trying to indicate. The customer was aware when hey signed up that this was for 12 months so this was something that was addressed in the beginning. We have addressed all of the concerns involved in this issue and even contacted the customer to give him a lower price than what it went up to after his discount expired.

We received a complaint from this customer regarding an issue with receiving her refund check of $800.68. We did make make an attempt to reach her and advise her that as of 02/07/2017 the refund check will be mailed out in 7-10 business days. She should receive it in the mail by the end of the...

month.

The consumer missed a payment from 5 years prior. The consumer has been repeatedly past due. The consumer has made payments toward the past due but never paying the full balance. Consumer has a balance of $299.37 and is valid.

Contacted customer and came to agreement on credit for service problems for which she will be receiving a refund. We will follow-up with her if there are any further questions or concerns.

Initial Business Response /* (1000, 8, 2015/10/15) */
We have contacted the customer and informed them we have removed the charge for equipment. There new total should be update shortly.

Initial Business Response /* (1000, 5, 2015/07/24) */
Applied credit customer requested. We should have taken another look and diagnosed this issue rather then requesting he get unnecessary work done. Was unable to speak directly to customer but issue should be resolved.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received I final bill on 7-20-15 from Wide Open West and there were two charges that I will not and should not have to pay for. There was one charge for 50.00 for a Tech Visit. That I will not pay for because it was your faulty equipment that caused the issue. The second charge for 50.00 for equipment pick up I will not pay for. If I was made aware of a charge for pick up I would have made arrangements to drop equipment off my self no one told me there was a pick up charge. I need to have both charges removed and reimbursed for the 250.00 dollar electric bill that was unnecessary. I also attached a copy of the bill that I will not pay for.
Final Business Response /* (4000, 9, 2015/07/30) */
We credited the fees mentioned by the customer and will be mailing a refund check to the customer. I spoke with the customer today and they indicated they are satisfied with that resolution.

Our local manager has reached out to the customer to address and resolve issue.

Complaint: [redacted]
I am rejecting this response because:As noted in Wow response they took/ STOLE MONEY  from my account. That means they go in customers accounts and take what they want even when a bill is not due. Their response is saying that they stole money that was not theres to take to pay for a future bill and then they are trying to say that they had a right to do this because I was late well I was not late for the future bill and therefore, they need to do more. They stole from my bank account and lied when I called them on this and said I made an automatic payment and I know I did not. if I went into wow account and took money I would have to go to jail for theft. There has to be someone higher I can talk to about this because they committed theft. I dont care if I am using the service now, the fact is they stole the money to pay for a service date that had not arrived and blamed me for what they did. THEY COMMITTED A CRIME.  SO NO I DO NOT ACCEPT WHAT THEY DID.
Sincerely,
[redacted]