WOW! Internet - Cable - Phone

We have our local management team working with the customer to find a resolution to their service issues, but the customer is out of town until 7/20, can the deadline on this complaint be extended to 7/27 to provide us a chance to work with the consumer?

We have attempted to reach out to this customer on both contact phone numbers provided, leaving voice messages on 12/5/16 & 12/12/16, but have not had a response. We welcome the opportunity to discuss and resolve any outstanding issues as soon as he is willing to respond.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. I have credited the install fee that was charged. After reviewing your account it appears you have already paid the install fee with your first month's bill so you will see a credit...

balance on your next statement. Please let us know if there is anything else that we can do to assist you.

We have discussed issue with the customer and will be sending someone out to take another look at his issue. As the customer is out of town till after this issue should be closed we are  closing this case and have given him our direct contact information in case he has any issues.

We are reissuing the refund and have sent an email to the customer with the details.

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 as long as I receive the refund as promised, no termination fee and a [redacted] kit free of charge to me. These are the things that were promised to me today.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not agree to the charge. I am no longer a WOW customer, so wow just needs to credit the one month. Otherwise, I will file complaints with other agrncies too.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am really disappointed, especially since I am a returning client that has honored all previous service agreements AND referred/recommended business to you. Be sure I will post on [redacted] and in any cable service conversation that I have from here on out until I DIE of this instance and not to use your service as you all seem to not understand life and circumstances changes and there should be flexibility and understanding.At this point, I look forward to no longer continuing service with this company. YOUR GUI and On demand sucks anyway!Hello [redacted], here I come. 
Sincerely,
[redacted]

You were notified of the increase in your June bill. Your initial offer upon setup was a price with a 12 month discount not a rate guarantee. Your bill is the price it is supposed to be so there is no refund due.

Our field operations team has been unsuccessful at reaching the consumer to assist with resolving the issue. We contacted on 10/11 and again today 10/25.

Our Account Research department has already processed this request and the Early Termination Fee has been waived.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am happy to let the FCC continue to assist me with my issues concerning WOW Cable.
Sincerely,
[redacted]

Initial Business Response /* (1000, 25, 2015/10/30) */
We spoke to the customer and explained their services and offered a credit for the confusion.

We have tried to contact the customer several times to discuss the technician appointments and the credit that was requested. We still have had no luck reaching this customer. Due to the issues with the customer service, we have credited the remaining balance on the account. We are assuming this case closed as we did provide the resolution that was requested.

The consumer has a DTA in the home. The consumer can return the equipment to the local office and not be charged for the equipment. The consumer was credited fairly as statement disputes are disputed within the first 30 days of our terms of service. We dd make the exception and credited beyond the...

30 days. The normal charge for the DTA is $2 per month.

Our...

records show that the account holder logged into the Online Account Manager on our website for his account on 9/15/2017 and registered a checking account for automatic payments. A confirmation would have been sent to the account holder's email address. When the bill cycled on 10/1/17 with a past due balance, the account was drafted for the balance in full on 10/02/17 as it was due upon receipt. On 10/04/17, the account holder called Customer Service to cancel autopay.As the account holder signed into our website with the username and password for the account and registered for automatic payments, the draft from the checking account was authorized and is valid as charged.

Initial Business Response /* (1000, 10, 2015/08/12) */
We have applied a credit for 1 month of internet service to the customers account and have tried reaching them 5 times and have been unable to make contact.

Initial Business Response /* (1000, 11, 2015/10/23) */
The customers account was credited, the equipment removed and a refund check was mailed on 10/1. This customer has disconnected their account with WOW.
Initial Consumer Rebuttal /* (3000, 13, 2015/10/26) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
I partially accept their response. The business did ultimately close my account and issue a refund check. However it took too long and multiple calls to the call center. I do want to acknowledge that after repeated calls to WOW's call center, I called my salesman Mr. Rhett Billings and he resolved this; I hope he recognized for his good work.
Also the business has not stated what it will do to prevent this from happening again which I requested in my complaint. Also note the business did not respond to the Revdex.com in a timely manner.
Final Business Response /* (4000, 15, 2015/10/28) */
We apologize for the delay in responding to the initial Revdex.com communication, there were issues receiving email from the Revdex.com through the firewall at our corporate office, those have since been corrected. I appreciate the feedback about the sales representative and I will pass [redacted] kudos to their direct supervisor. Rest assured that the entire process you experiences is being reviewed by our office and the calls to our customer care department are being reviewed so we can learn the these missteps and continue to improve in the future. Again, I apologize for the problems you experience and we are working with all related departments to correct these.

We called the customer on the 7th from our Executive Response Team. He was not having issues that day and was not interested in having a technician come out. We reached out to the local team so they could keep an eye on the customer issue and address any concerns if they were needed. So we have resolved the issue to the best of our ability till it happen again. We have given the customer an different means of resolution then what they have had in the past in hopes we can find the source of the issue and resolve it.

The customer received the 131 price that was mentioned. However with any new installation of service there was an install fee that caused the bill to go up to the higher amount as it is a $50.00 install charge.