WOW! Internet - Cable - Phone

WOW does not have an update for this modem and does not take responsibility for providing firmware updates to all customer-owned equipment.

Initial Business Response /* (1000, 10, 2015/09/25) */
We contacted the customer and there bill was explained and a credit was applied. her final bill has been corrected.

We have been unable to reach this customer since we had a technician out. It appears from the report by the technician we have corrected a few things that should have gotten everything fixed. Please let us know if there are any more concerns related to this complaint.

Complaint: [redacted]
I am rejecting this response because:  Your solution is not acceptable.  I did not have service for 3 out of the 4 weeks in that June when the service call was made.  I offered to pay for the service call the first time I talked to your customer service reps, if they would waive the Admin fees. They refused.  My children had to drive 15 minutes into town to complete their coursework for their college online classes.   You have reduced my service down to a level that is not workable.  I have NEVER missed a payment.  Even when you so shabbily reduced my service to something that isn't even worth $20 a  month.   At this point, the only acceptable solution for me is for you to remove my past due charges. 
Sincerely,
[redacted]

We have gone out to the customers home and run some new cable and replaced the previous modem to help fix his phone issue. I have also applied a $40.00 one time credit to the account for the phone issues the customer has experienced. We have been unable to confirm that his service are working yet...

because they have not contacted us back as of yet.

Initial Business Response /* (1000, 5, 2015/04/30) */
We issued two adjustments to your account for a total credit of $80. A $40 credit was issued on February 28th and a $40 credit was issued on March 17th. Your bill comes out on the 19th of each month. These credits did show on your March 19th...

statement. No more credit will be given for this situation. if you have any further questions please contact customer care at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is correct they did issue two $40 credits for other issues back in January and February not related to this issue.
However, on 3/23/15 I spoke to a female CSR and she advise she would issue an additional two $40 credits That would appear on my 4/19/15 bill in which it did not.
Please place the $80 credit on my account to reflect the balance in which I do not owe. Since I paid my bill. You will owe me a refund of $75.49 with-in 30 days or legal action to attempt to collect will take place.
Final Business Response /* (4000, 10, 2015/05/07) */
On March 23rd no additional two $40 credit had been offered. This also changes the story that you originally had stated that you spoke with someone at the corporate office via [redacted] The corporate office does not handle [redacted] We will issue no further credits to the account. If you have any further questions please contact customer care at 866-496-9669.
Final Consumer Response /* (4200, 12, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to several individuals at your office. I DO NOT know who handles your [redacted] affairs nor do I care. All I know is I spoke to someone at your office and they advised of these credits to be issued. Don't ever call me a liar or changing my story because I did not do so. I gave more information compared to the until complaint. Refund my money or U will also dispute with my credit card company of the charges. Act like a business and not a [redacted]. Get with the times buddy. WOW! Is so far back in times your service you provide does not meet what I paid for either. I sure hate to get the local media involved and my attorney.

The disputed equipment has been removed from the account and the refund due will be processed. The customer should receive that within the next few weeks.

Initial Business Response /* (1000, 16, 2015/07/01) */
Spoke with customer on the phone. Was attempting to explain there was a credit due back to her but not in the amount on the complaint. Call was lost due to unknown cause. Have been unable to reach customer since. Refund check is being sent this...

week. Hopefully this resolve's the issue

We received a complaint from this customer regarding an ongoing issue with her cable service. We have made attempts to have made attempts to contact the customer, but the call is forwarded to voicemail and the inbox is full so we're not able to leave a message. The technicians have made adjustments...

to our line outside, but they would need to check the service from inside the home. We have provided the customer with our direct phone number and email if she should have any questions or would need us to schedule another technician to help resolve her cable issue.

The customer was aware of the upgrade and the increased price and it was explained after the upgrade was put through on 12/13/2016. We are also showing that the customer does not own the modem if this has changed she can update her modem information with us and we would be glad to correct this.

Sent email that we can confirm payment was received for the final bill, which was originally dated 4/2/17.  Advised while we can confirm, we cannot provide confirmation on behalf of another entity, he is encouraged to ask for confirmation from [redacted].

We have spoken with the consumer have already gone ahead and applied a discount to her account to have her monthly rate reflect the $25.00 per month for 12 months. Consumer accepted our offer and issue has been resolved.

We have spoken with this customer and they have stated that the issue has significantly improved. They have indicated if they have problems in the future they will reach out to us.

Initial Business Response /* (1000, 8, 2015/09/23) */
At the time the customer requested the money back guarantee there bill was late. They have also made no attempt to make there first payment. When they called in later to check the status they where told at that time that they where not eligible...

for this offer.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I ordered service it was through phone. When I was talking to the representative I was told about 60 cancellation guarantee, but I was never told about the payment. I called in my first month because I was not happy. I was supposed to be credited for my first month of service due to the multiple issues I was having. When I saw my second bill I didn't see that reflected in the statement. Obviously I wasn't happy about that either. I was no way shape or form educated about the terms of service. I feel that I'm not the only one that fell in this trap and feel that this is not only unfair, but should be against the law. Withholding information like this should have been told to me at the time of ordering my services. I was just told that if I wasn't happy, I could cancel this. I'm just asking WOW to do the right thing. I was extremely unsatisfied with my services and I was within the 60 days of cancellation. Hiding stipulations is not only unprofessional, but it's just plain wrong.
Final Business Response /* (4000, 15, 2015/10/31) */
We have not been able to reach the customer, but have credited the balance on the account.
Final Consumer Response /* (2000, 17, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as it's paid in full I will satisfied.

Complaint: [redacted]
I am rejecting this response because: password works for email....when voice mail is selected, voice mails flash  on screen then screen goes to "loading". A wow tech needs to call me....I have called them several times with no resolution....months ago their representative observed this while on line with me....promised a call from tech to confirm fix after it was made...still no follow up.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/06/02) */
The remaining balance on the account are for services rendered before service was disconnected. If you have any further questions please contact customer care at 866-496-9669.
Initial Consumer Rebuttal /* (3000, 10, 2015/06/03) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
I Stay on the phone with this company for 6hours, just to get the run around they had me to pay an amount then turn the service off the next then when I speak with the manager they say they never receive money. which I verified with my bank institute that they release the funds.
Final Business Response /* (4000, 12, 2015/06/11) */
Again, The remaining balance on the account are for services rendered before service was disconnected. The account has been proper adjusted from the time services have been disconnected. If you have any further questions please contact customer care at 866-496-9669.

The consumer has 30 days to dispute any charges on the statement per our terms of service. However, 1 year in charges for the modem was returned for the consumer.

The customer and I have spoken about there concerns. We have addressed the pricing issue and come to an agreeable option, also we have discussed a credit issue and I have sent the customer free movie coupons that should be good up to about $50 dollars on movies depending on which ones they choose....

We have added back on the Service Protection Plan as the customer requested at an agreeable rate.

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 am satisfied with the equipment being removed from my account. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 13, 2015/05/05) */
I do show your modem was changed on April 22nd and agree you would have never received 50MBps speeds with a DOCSIS 2.0 modem. I apologize that you did not receive the correct equipment to provide this service. in the future if you have an...

problems please make sure to contact us in a timely manner. AS a courtesy I have gone ahead and issued a credit of $120 to the account for this situation that will show on your next bill statement. This is the max I will be able to adjust for this situation as per our policy all billing disputes must be submitted in writing within 30 days. if you have any further questions please give Customer Care at call at 877-566-5649.
http://www.wowway.com/docs/terms_conditions/internet_terms.pdf
E. In the event Customer pays WOW! an amount in excess of the amount due for the current billing period cycle, Customer agrees that WOW! will apply the over payment to the Customer's next monthly billing statement. If a billing dispute occurs, Customer has thirty (30) days from the date of receipt of the bill to register a written dispute with WOW!. Customer should send billing disputes to: WOW! Internet & Cable, Attn: Billing Disputes, P.O. Box 63000, Colorado Springs, 13
CO 80962-3000. Failure to object to a billing statement in writing within the 30 day period constitutes Customer's conclusive acceptance of the accuracy of the billing statement. In all events, Customer is required to pay the undisputed amount of the billing statement. Customers who choose the recurring payment option agree that they are responsible for ensuring that accurate deductions are in place with their financial institution. In no event will WOW! be liable for
reimbursement of inaccurate recurring payments unless notified in writing by Customer within sixty (60) days of the deduction.